My position was eliminated.▪ Lead Customer Relationship Management (CRM) projects from conceptualization through implementation▪ Developed holistic marketing and CRM strategies and programs▪ Established and implemented database marketing initiatives across all CRM channels▪ Maintained and monitored the established CRM framework to improve end-user expectations and increase efficiency▪ Built contact lists for a variety of marketing events and/or communications with a focus on list hygiene▪ Acted as product expert to align company CRM goals with newly released or enhanced CRM features▪ Supported planning, reviewing, and customizing the CRM application to meet users’ needs▪ Reviewed and performed quality assurance on all marketing/CRM related inputs/outputs▪ Performed data entry and researched client, contact, or project information ▪ Created comprehensive reports with an emphasis on ROI attribution, predictive analytics, and actionable metrics▪ Internal CRM advocate, onboarded new users, maintained training materials, and provided instruction on CRM systems▪ Supported marketing campaigns with tactical tasks

My position was eliminated▪ Executed email campaigns within Salesforce Marketing Cloud for the pharmaceutical industry▪ Created new data extensions to segment recipients of email campaigns▪ Collaborated with various departments to ensure clear direction for marketing campaigns▪ Edited training documents and videos for clear and smooth transition of information▪ Tracked and reported performance of marketing campaigns▪ Worked with internal teams and vendor to provision dedicated short codes for SMS campaigns▪ Responsible for tracking hours to ensure accurate billing of time and resources▪ Developed and documented efficiencies in processes, both current and future▪ Ensured proper tracking of emails through the insertion of asset tags within HTML

▪ Delivered email, SMS, outbound calling and direct mail campaigns to customers which includes a well thought out segmentation of current customers, regulatory privacy scrubs and constant communication with Marketing Managers ▪ After execution of campaigns, continued to work as a team with Marketing Managers to further tweak segmentation to improve open and accept rates▪ Executed promotional, non-promotional and legal campaigns for new and auxiliary products with lead volumes up to 5,000,000▪ Created a detailed user manual for company-wide understanding and usability of a new CRM system (Pega)▪ Lead Trainer for Marketing to ensure successful transition to Pega CRM from Siebel CRM▪ Worked closely with IT Architects and Developers to ensure the new system meets the requirements of the business▪ Targeted, designed, and executed direct marketing programs that support objectives for volume, revenue, profit, customer acquisition, retention and satisfaction▪ Provided lead lists for company-wide direct marketing campaigns and regulatory notifications▪ Managed all aspects of lead list production including defining technical requirements, test design, planning, targeting, vendor communication and performance reporting▪ Created and ran queries to validate data▪ Collaborated and strategized with cross-organizational departments to ensure optimal campaign results

▪ Owned the daily operation, efficiency, and processes of the Blackbaud CRM database system▪ Created dashboards to showcase performance and measure key performance indicators of marketing and fundraising efforts▪ Identified and implemented business process improvements and related system enhancements▪ Responsible for global changes, clean ups, system maintenance ▪ Created complex queries for data needs by staff and national agencies▪ Constructed and ensured data accuracy of marketing campaign lists▪ Provided quantitative data surrounding fundraising performance for presentation to the Board of Directors▪ Defined, implemented and documented business processes and best practices for data management and system use▪ Assisted with hiring decisions, trained new employees, and administered ongoing education to all levels of the organization▪ Ascertained gaps in the utilization of database and oversaw organizational re-engagement to optimize system potential▪ Improved inefficiencies by creating automated processes to perform tasks▪ Outlined and assigned user rights and privileges within the Blackbaud CRM system

Deffenbaugh was purchased by Waste Management - my position was eliminated.▪ Performed Salesforce.com Administrator tasks ▪ Created new commission templates and provided detailed training to staff▪ Audited sales staff commissions for inaccuracies▪ Formulated customer price increases to ensure forecasted revenues are met▪ Developed and executed database queries to capture necessary data to showcase trends and measure performance▪ Acted as the lesion between Operation and Sales teams▪ Compiled process and workflow information across the organization▪ Managed migration project for existing customers to new routes and billing ▪ Trained, managed and ensured accuracy of temporary employees during legal contract review ▪ Collected data necessary for profitability review of accounts

▪ Created reports and dashboards in Salesforce.com to track year-over-year trade show budgets and expenditures▪ Imported leads via Data Loader into Salesforce.com for Sales Representatives and tracked lead qualification percentages▪ Hosted monthly meeting with Sales and Marketing leadership to showcase lead generation, budgeting, and ROI▪ Wrote and implement standard operating procedures to ensure consistency in tasks▪ Coordinated all pre-show planning activities including staffing, show schedules, booth space selection and configuration, furniture and carpet rental, set up, and take down▪ Worked with Marketing and Sales leadership to strategically plan a successful showcase of products and services ▪ Determined product needs for each show, coordinated and tracked inventory, usage of all product, literature, and material shipments to and from shows to ensure timely arrival and adequate supply amounts▪ Ensured timely payment for sponsorship requests was acquired by working with Accounting and Compliance departments▪ Utilized natural abilities including strong organizational skills, planning, attention to detail, and relationship building to ensure accurate and timely execution of shows

▪ Served as Microsoft Access database administrator for all data import and exportation, creation of queries and normalization of data▪ Generated monthly and ad hoc reports to provide senior management a view of individual and company-wide performance▪ Assisted with managing CRM database (Salesforce.com) which included creating dashboards and reports, monitoring user entries, scrubbing user data entry, and setting up new licenses▪ Served as Salesforce.com (SFDC) expert which entailed training new employees, providing reoccurring monthly continuing education, troubleshooting, and creating training manuals▪ Utilized SFDC training sessions, meetings with managers, and own innovative ideas to determine the need-based workflows in Salesforce.com ▪ Upon discovery of new workflow needs, provided SFDC Administrator with information required for development including: the layout, objects, and fields desired as well as user approval levels▪ Imported leads via Data Loader into SFDC for Sales Representatives and tracked lead qualification percentages▪ Executed new hire process which required handling confidential information, strong organization skills and the ability to work simultaneously with various departments in order to complete onboarding process in a timely manner