Chris Young Email & Phone Number

Fort Lauderdale, Florida, United States

Assist clients with all phases of bookkeeping and accounting. Filed state sales and uses tax and payroll tax returns. Prepared federal and state tax returns, estimates, and extensions for individuals, partnerships, LLCs, S-corporations and C-corporations. Completed payroll, payroll tax deposits, and 1096/ 1098/ 1099/ W2/ W3 forms. Communicated clearly with clients during all phases of the tax return process.• Advise clients in the tax preparation process and prepare and file tax documents• Grow the business by promoting our services and expanding our client base• Attend to clients’ needs and ‘wow’ them with service so they refer the firm to others

Dallas Tx

Dallas-Fort Worth Metroplex

Dallas-Fort Worth Metroplex

Boca Raton, Fl

Augusta, Georgia Area

Managed retention and VOC for B2B and B2C business segments. Additionally, managed the research, strategy, activation, and engagement of B2C, while also responsible for driving revenue through the development and implementation of lifecycle communication plans. I further directed the execution of appropriate, time-based and/or trigger-based email communications. Collaboratively, I worked with both the product and support teams to ensure the customer was fully considered in product development or service interactions. • Created customer surveys for B2C & B2B • Implemented B2C Net Promoter Score (NPS) • Increased B2C retention, 18% in 2 years • Implemented Marketo Marketing Automation• Developed prospecting and retention-email marketing • Introduced and worked with B2B Sales to develop and implement lead scoring

Augusta, Georgia Area

Managed all marketing related activities including digital, social, website, rebrand, direct mail, email, ads, newsletters, graphic design, copy writing, uniforms, and events. • Worked with internal and external teams to refresh the GER brand• Developed the brand standards for company-wide use, with updated graphics, brochures, logoed merchandise, employee uniforms, and marketing and customer communications• Created, launched, and maintained the redesigned and rebranded website, including the tracking and reporting of site analytics• Created and maintained GER’s Facebook and Twitter social media• Increased newsletter reach by 600%

Irving, Tx

Managed all customer marketing and interactions to ensure the organization remained customer focused. Implemented customer satisfaction efforts to gather the voice of customer by using post-interaction or length of service surveys.• Created customer journey map with all departments and increased internal awareness of potential problems by sharing customer surveys verbatim responses.• Surveys provided Net Promoter Score (NPS) where, once internal improvements were implemented,achieved an overall 20% increase in positive customer feedback.• Worked with both external and internal stakeholders to develop and implement a new, updated logo, brand guidelines, including company voice and tone in digital and print customer communications with a focus on the customer.• Developed Customer Promise program including budget, rollout plan & education of senior management (and all employees) about the importance of customers in a customer-service environment.• Worked with departments, including IT, to develop company websites, including customer portals.• Worked with external agencies to initiate and grow company SEO and PPC campaigns.• Part of a marketing team that increased company growth from 12 Florida branches to 52 branches nationwide in the first six months of 2011.

Irving, Tx

Lead the Customer Operations team and redesigned the B2B and B2C customer portal websites and customer communications. Customer feedback and best practices were utilized to ensure the user/customer experience included a confident, friendly tone of voice as well as an intuitive GUI.• Worked with FORESEE to deploy B2B & B2C sites’ surveys to customers to obtain important feedback used for multiple sites redesign with quarterly & annual site reviews.• Redesigned B2B site begat 10% enrollment increase and 15% usage increase YOY.• Using FORESEE surveys we saw a 4% increase in customer satisfaction after newly redesigned sites launched.• Collaborated with IT & marketing to ensure sites’ functionality & usability.• Post-launch analysis of customer interactions (e.g., call volume, customer site usage/enrollment) as feedback loop used for training and further site improvement.• Successfully survived a merger between ADT & Broadview security and was a key member of the Customer Experience team.• Worked with senior management, IT & Operations and created PowerPoint decks to educate company employees (including senior management) why focusing on customers is important, i.e., higher retention, less ‘simple’ mistakes, ‘one call resolution’, ‘do it right the first time’, use of Voice of Customer for (possible) improvements across the organization.

Irving, Texas

Managed strategic, consumer-oriented primary & secondary research projects, including analyses addressing internal tactical & strategic business challenges for new business pitches & existing clients.• Achieved revenue increases and cost savings by developing a multi-phase research project for AT&T’s DSL line of business that gleaned information surrounding consumer broadband usage via focus groups, ethnographies, and online message boards/focus groups.• Solely responsible for research and development of creative briefs for AT&T (DSL line of business) client, including presentations to client for approval as well as to the creative team for inspiration and direction. • Reviewed AT&T’s quarterly & annual (historical) data along with industry, consumer, economic and trend research to generate (& improve) strategy for existing direct mail, interactive/email, bill inserts, cross-sell/up-sell programs.• Conceptualized & executed primary research projects that resulted in increased revenue & response rates for multiple direct mail & digital initiatives.• Worked in a strategic planning team to develop new business pitches for multiple clients including Roche’s ACCU-CHEK〓 Nano Meter.• Developed situational analysis procedures to glean consumer insights for the lawn care industry resulting in acquisition of TruGreen account.

Irving, Tx

Developed and presented marketing analytics strategy to acquire new business projects. Tracked and reported marketing campaign analytics to clients.• Collected customer data, market trend statistics, and segmentation data to develop and optimize marketing strategies for clients, e.g., Bayer & GSK joint (pharmaceutical) product, Levitra; utility company – TXU)• Utilized statistical software JMP software (SAS program) to perform statistical analyses on projects.• Performed streamlined prospecting chronology, resulting in more timely business presentation creation, and ultimately improved marketing preparation.• Reduced data analysis and presentation preparation time by 25% by directing database team to create a formatted campaign template for more timely dissemination of vital information.

Fort Worth, Tx

Member of a cross-departmental team that was tasked with the evaluation, development, distribution and analysis of an RFP for the replacement of American Airlines AAdvantage outdated legacy system.• Collaborated with a cross-functional team to develop recommendations for the replacement of the legacy CRM and Loyalty system.• Performed research and RFP response analysis, quickly providing information necessary to proceed with the project in less than a year.• Reviewed presentations by approximately eight different companies and made suggestions to seniormanagement on which vendor to choose in order to move forward with a replacement to the system.

Fort Worth, Tx

Governed new product evaluation, contract negotiation, and implementation processes to enhance product offerings and retain customers. Managed budget of $1.5MM.• Reduced member mailed statements by enhancing Internet banking product functionality to include online statements & increased enrollment from zero to 14%.• Piloted a project team in the development and execution of a CRM program, leading to improved information accuracy and timeliness.• Implemented multiple online self-service offerings, which helped reduce customer call volume, length of call & improved customer experience.Internet Service Systems Administrator, 2000 to 2003Oversaw operations of interactive service products, end-user communications, product marketing, updates & enhancements. Managed budget of $1.2MM and a team of five direct reports.• Achieved a savings of ~$500k annually by developing/issuing RFP & implementing a new online product for members.• Directed & launched an upgraded Internet banking product (increased user enrollment from 2,500 to >15,000; increased online payment enrollment from 1,200 to >5,000.)

Master Of Business Administration, Marketing & Finance

B.A, Experimental Social Psychology