Market Research Go-To-Market

Isabelle DeRose -Lead Market Research Manager

*Phone: 860-***-**** *Email: *.*********@*****.*** *Address: 6638 Copper Ridge Trl, Bradenton Fl 34201

*LinkedIn: https://www.linkedin.com/in/isabelle-derose

Professional Summary

Senior level manager with over 25 years of experience specializing in CX research, market research, vendor (BPO) management, and contact center optimization. Proven track record of leading cross -functional teams, driving customer-centric strategies, and

delivering actionable research insights to improve customer satisfaction and go-to-market initiatives. Highly skilled in multiple research techniques as well as data analysis providing solutions that align with organizational goals.

Key Skills

Qualtrics XM Expert Certified -Market Research- CX/UX Research-Qual and Quant Research-Secondary Research-

VOC-CSAT-NPS-Complex Survey Design-Sales Ops-Contact Center Management and Operations Optimization- Data Analysis-PowerPoint Presentations- Cross Functional Collaboration-Coaching and Development -Project Management- Process Improvement – Vendor Management

Education

Albertus Magnus College

BA Clinical Psychology

1990-1994

Experience

May 2024- Nov 2024

Lead Market Research Manager - Frontier Communications

•Manage and execute complex research studies with various research vendors

•Lead secondary market research on key products and competitor analysis

•Lead both qualitative and quantitative market research initiatives

•Translate research findings into actionable insights for strategic decision-making

•Coordinate and lead cross-functional teams, ensuring seamless project execution and collaboration

•Develop and analyze studies for go-to-market new product initiatives

•Support key new product launches through research studies, analysis, and next steps recommendations

•Designed, implemented, and analyzed multi-phase research studies utilizing Max Diff, Monadic, and Digital Ad testing methodologies

September 2023-May 2024

Director of Research and Analytics- Muud Technology

•Spearheaded strategic initiatives in collaboration with CEO, executive leadership, and designers to develop objectives and road map

•Remote project managed Research Team- created, assigned, and monitored research projects leveraging Asana and Google Workspace

•Assisted in facilitating user testing interviews using Test Flight and Figma uncovering valuable insights to enhance app development and bug identification

•Developed research, compilation, and analysis providing in-depth insights on products and market conditions to identify potential new markets, sales opportunities, and market analysis

•Successfully developed and implemented User Testing survey using advanced Qualtrics survey design methods to provide valuable insights to the business

•Implemented Quality Control process for Product Development Team reducing error rates and increasing advancement in app development

February 2019-September 2023

Lead CX Researcher - AT&T

•Orchestrated Customer Journey Episodic Survey Program as well as Competitive ECX Panel Survey Program for AT&T’s Small Business segment providing stakeholder in-depth insights into the small business segment and collaborated on business cases to improve customer experience

•Designed and implemented comprehensive survey methodologies to gather NPS (Net Promoter Score) and CSAT (Customer Satisfaction) data, resulting in valuable insights for customer journey mapping and pain point

•Used advanced features in Qualtrics such as Text IQ, skip logic, branching, and embedded data to design 14 surveys across 12 episodes for the branded survey program and design 2 large surveys containing 70-95 questions each for the ECX program. Create in-depth and insightful dashboards using Qualtrics for survey data analysis

•Research insights uncovered drove significant revamp of AT&T’s customer billing statement for both consumer and small business customer billing

•Lead cross-functional teams in customer journey research projects, collaborating with stakeholders to define objectives, design appropriate surveys, and communicate research findings and next steps

•Consistently met with leadership and stakeholders to define objectives, design appropriate surveys, and communicate research findings

•Created ad hoc research studies based on needs of the business and provided analysis and next step recommendations to stakeholders and C-Suite

June 2011-February 2019

Senior Channel Manager (BPO)-AT&T

•Managed national business BPO relationships, including financial, strategic, and operational leadership of 100+ FTE vendor call centers both on and offshore contracted by AT&T

•Applied research expertise to optimize vendor employee onboarding process and new hire training providing vendor leadership with data driven remediation resulting in increased efficiency and enhanced performance

•Successfully grew a mobility call center BPO program, exceeding revenue targets and bringing in $587,872 in net sales revenue for AT&T

•Demonstrated proficiency in vendor selection, onboarding, and contract negotiations, resulting in successful partnerships that met performance objectives and service level agreements

•Proficient in data analysis/reporting, including sales and operation metrics, scorecards, performance analysis

•Implemented robust performance management frameworks, including key performance indicators

•(KPIs), scorecards, and quality assurance processes, to monitor and improve vendor performance

•Proven history in driving operational efficiency and process improvement initiatives within BPO environments, resulting in cost savings, increased productivity, and enhanced customer experience

•Collaborated closely with BPO vendors to develop and refine training programs, ensuring agents’ proficiency in delivering high- quality customer service and sales support

•Expertise in analyzing BPO performance metrics and generating insightful reports, identifying trends, and recommending strategic interventions to optimize operational efficiency

Prior Experience:

2007-2011 National Retail Account Executive- AT&T

2002-2007 Sales Manager Call Center- AT&T

1996-2002 Call Center Service Representative Mobility and Broadband- AT&T

Awards and Recognition

•Connections Top Performer award Q4 2022

•Spirit of Excellence Award Q2 2021, Q4 2022, Q4 2017

•Grow2Go Trip Incentive Winner 2019

•Presidents Circle Award 1997, 1998, 2001, 2002, 2003, 2004, 2006, 2007

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