Customer Experience Marketing Manager

Seasoned Customer Experience professional with a proven track record of building strong customer relationships, translating qualitative insights into actionable reports, and identifying opportunities to enhance the customer journey across organizations. Skilled in developing and implementing customercentric strategies that drive alignment and results across multiple departments. ActiveCampaign

Customer Experience Advocate

Customer Advocacy Program Specialist

• Connected with our 150K customer base to categorize feedback from 50+ sources on quarterly VOC reports

• Identified top customers and share their authentic voice on external review sites, app exchanges, and marketing materials

• Managed vendor relationships with strategic third-party sites

• Built and implemented a reputation management system, ensuring customer issues were addressed in a timely and complete way

• Improved market standings on external review sites to 4.0 or higher

• Advocated internally for operational and product improvements to Product and Leadership Teams HubSpot

University of Illinois Urbana-Champaign

Marketing Manager, Customer Advocacy

Bachelor of Arts in Communication Studies & Sociology

• Implemented data-driven approaches to identify areas for improvement and devised targeted strategies to enhance overall review scores

• Managed vendor relationships with G2, TrustRadius, and Trustpilot, tracked and allocated budgets, conducted regular meetings with account representatives to optimize plan features and implemented innovative strategies to drive consistent review generation

• Spearheaded the comprehensive review program that played a pivotal role in HubSpot achieving G2's #1 "Best Global Software" award in 2023 March 2022 - Aug 2024

July 2021 - March 2022

Aug 2019 - July 2021

CUSTOMER EXPERIENCE MARKETING EXPERT

630-***-**** · ***************@*****.***

Chicago, IL 60625

Kristen Hallen

PROFESSIONAL EXPERIENCE

EDUCATION

Senior Product Specialist

• Subject Matter Expert for two products: Contacts & Deals

• Lead ongoing trainings for Support Team of 35 people. • Provided customer support via live chat, phone, and email

• Top team performer in both volume and sentiment (CSAT) metrics Aug 2017 - Aug 2019

Time Inc.

Sales Assistant

• Supported four Integrated Account Managers across 25+ brands including, Kellogg’s, Delta, KitchenAid, and Kraft

• Utilized Salesforce to manage client schedules, ad placements, and revenue for multimillion-dollar accounts

• Coordinated and executed client events

March 2014 - Aug 2017

Apple

Family Room Specialist

• Mobile Certified technician for Apple products

• Oversaw daily client appointment schedule

• Determined customer needs and facilitated complete repair solutions Nov 2012 - March 2014

SKILLS

• G Suite Tools

• Microsoft Suite

• Mac OS & Windows

• CRM: HubSpot, ActiveCampaign

• Asana, Trello

• Airtable

• Public Speaking

• Team Building

• Improv Comedy

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