I was responsible for maintaining and leading a team of digital experts that developed and executed leading edge digital strategies for clients across over a dozen industry verticals.Key Accomplishments:-Managed double digit revenue growth each year of operations – out pacing the growth of the industry during that same time period-Increased operational margins each year through process improvement and employee development - Spider currently operates with a margin that’s above industry average-Led or participated in several million dollars’ worth of new business pitches and wins-Trained and transitioned several employees from traditional to digital as demanded by the shift in client work-Maintained a stellar client retention rate – a testament to the hard work, winning strategies and commitment to service by all Spider team members-Provided thought leadership as a presenter at several regional and national marketing conferences-Led the strategy and execution of several award winning campaigns – the agency has been recognized in publications such as Ad Age, eHealthcare Strategies and Trends and Triad Business JournalKey Responsibilities:-Directed agency and client campaign strategy – including market/audience research, goal setting, developing objectives and tactical benchmarks-Responsible for management of all digital client activity and ensured media plans and creative/measurement work was aligned strategically with client objectives-Monitored digital team workflow to assure that commitments were met on time and on budget-Worked with key media vendor/partners to maintain strong relationships and to stay on top of industry trends -Helped to recruit, train and develop digital team members by coaching and identifying areas for personal growth-Assumed a substantial role in developing new business opportunities with existing clients and assisted in the development of new client relationships

See Spider Digital experience for more detail.As a key employee with Media Placement Services, I was involved in setting the overall company vision as well as operations, HR, sales and marketing and financial decisions.Specialties:Website and campaign analytics, insight reporting, digital branding campaigns and brand studies, lead generation, path to purchase and attribution modeling, search engine marketing – SEM (Paid, Local and Organic), display advertising, mobile display advertising, online video (desktop and mobile), rich media advertising (desktop and mobile), content marketing, social media marketing and advertising, customer relationship marketing, digital design management (website, landing page, banners, rich media – desktop and mobile)

Accomplishments:-Developed processes and tools to help expedite phone-to-phone information transfer when customers upgraded devices – because of these efforts we were able to reduce the time spent on this activities by 60%-Conceptualized, executed, and lead an Associate level round table group that met monthly to discuss learnings from dealing with customers – the ideas that came from the group was then translated to management and helped shape future strategies and policies-Maintained a stellar customer service score – resulted in an extremely high retention and renewal rate-Pioneered a system that proactively sought renewal business from existing customers – this resulted in 33% increase in sales within the renewal category-Consistently a top performer in terms of overall sales volume – was the top sales person 11 of 12 months in my last yearSkills used:Customer service, sales, multi-tasking, problem solving in a high pressure environment, inventory management, point of sale transactions, opening and closing a store, training, attention to detailDuties:Sold all products and services offered by ATT Wireless – including smartphones and B2B wireless productive solutionsHandled all administrative aspects of the sale process, including: completing customer contracts and warranties, pulling products from inventory, accepting customer payments and filing the completed orders. Maintained a strong knowledge of all products, accessories, pricing plans, promotions and service featuresRemained current on all competitive offers and provided critical market feedback to the Store Manager regarding local competition and product/service needs.Handled service inquiries from customers and provided efficient, courteous customer service and assisted in all aspects of product offerings and services.

Accomplishments:-Helped the cabana portion of the restaurant become profitable after several years of being in the red-While there, increased year over year sales by double digits each season-Reduced the number of customer complaints by 90% in year one by establishing and maintaining high product and service standardsSkills used:Customer service, sales, training, leadership, inventory management, process development and management, food prep, multi-tasking in busy and hot environment, handled cash, attention to detailDuties:Provide excellent service at all time to all of our guestsAssist guests courteously and efficientlyManaged day-to-day operationsSupervised the maintenance and cleanliness of the cabana and pool deck Take food and beverage ordersMaintained a strong knowledge of food and beverage to be able to service and up sell the productManage proper staffing and inventoryManaged scheduling, recruitment and interviewing for new associatesHandled employee training and developmentConducted daily communication meeting with staff prior to shift to communicate relevant daily information