Lead a 6-person operations and project management team providing a best-in-class experience throughout the interview, hiring and onboarding process for candidates, hiring managers and recruiters.Lead the recruitment project for the Field Leadership Development Program. Created a strategic marketing plan including video, virtual open houses, paid advertising, and social media campaign. Drove stronger field leadership awareness and program participation through a field leader engagement and candidate endorsement strategy. Implemented education and recruitment tactics creating qualified candidates that remained engaged throughout the interview and hiring process.Lead multiple strategic recruiting projects partnering with a cross-functional team including HR IT, Compensation, Legal and HR Business Partner Teams. These projects ensure greater hiring policy adherence, candidate streamlined experiences, hiring manager and recruiter simplicity. Led the transition of all hiring and onboarding of corporate seasonal associates from centralized team to Talent Acquisition operations team resulting in a decreased time-to-hire and a greater candidate experience through stricter adherence to hiring compliances, new efficiencies in onboarding processes and thorough new associate communication strategyLaunched a new associate orientation program called This is Block (TIB). Co-lead a volunteer team of over 30 associates across the enterprise that delivers an interactive 3-day educational experience that begins the associate assimilation process.

Lead an 80-person call center team across multiple sites including seasonal workforce recruitment, training and performance management. Lead a 10-person team, focusing on knowledge and process management and call center execution projects focused on increasing client experience while reducing overall cost.Direct all facets of the develop and operational execution of the Internal Field Agent Program working with a large cross-functional team to ensure a positive field associate/leader experience, operation systems and processes that minimize expense and ensure quality and identify and lead against KPI’s and workforce forecasting management.Led the cross-functional team that created an automated rule-based scheduling bot solution that improved efficiency and accuracy of scheduling; the solution was adopted by other businesses across enterprise.Influence decisions and drive change with senior leadership team; report on all aspects of project lifecycle from requirement build-out to production.

Managed multiple enterprise wide projects simultaneously which include significant IT and field operations impacts. Brought together cross functional teams; assigning and prioritizing tasks and ensuring deliverables exceed project standards.Developed and managed project plans change management strategies and communication programs centered around elevating talent and culture throughout enterprise.

Develop incentives driving prepaid card awareness and sales throughout the field enterprise. Applying Corporate Analytics behavioral data, develop incentives for tax professionals and field leaders to use the prepaid card and become product advocates.Lead the development of online banking product and features. Develop client focus research to understand prepaid card needs and propensity to new online features. Define project requirements and manage product development, testing and production. Work alongside marketing team to implement client engagement strategy. Ensure that project are complete and within the overall business plan and budget. Key contact for tax plus products to company and franchise field contacts. Represent tax plus department to provide awareness of industry trends, product changes and implications to the tax event experience. Deliver sales training and coaching to increase Tax Plus product attach rates.Accountable for developing and managing internal tax plus communication strategy across multiple channels and audiences. Work with multiple product owners to develop a cohesive message that promotes tax plus product through company’s enterprise portal.Represent tax plus department through Customer Service Operations and social media network. Work to reduce call drivers through enhanced communication, training and client experience.Work in coordination with bank compliance and government regulators to ensure all marketing material is compliant within banking standards.

Led sales and customer service staff in new membership sales, renewal of existing members, advertising-supported directory sales, advertising sales, marketing and promotion with billable revenue over $2 million. Provided online copywriting material for new membership and advertising acquisition. Analyzed, revised and updated direct marketing communication plans to include new product promotion, product value message and call- to-buy.Responsible for seizing revenue growth opportunities through new online lead generating activities, email and traditional direct marketing, product promotions, business development contests, database lead generation mining and client retention campaigns.Co-led the redesign of membership website to increase customer engagement and new sale/upsale opportunities by building expanded customer marketing features, reporting tools and additional data offerings. Responsible for attending and speaking at industry conventions; developing lead generating marketing material prior to convention and a follow-up engagement strategy post convention. Responsible for seizing revenue growth opportunities through new online lead generating activities, email and traditional direct marketing, product promotions, business development contests, database lead generation mining and client retention campaigns.Provided market feedback and insight, through customer and industry surveys, usage analysis and direct customer feedback to innovate core products/services in ways that address market needs; continually assessing and evaluating areas for sales and revenue growth improvement.Evaluated and improved sales talent and implemented best practices; day-to-day oversight of revenue-generating activities; continual evaluation of the sales organization to determine the ideal structure; establishing and implementing best practices; and establishing and managing sales organization against performance metrics.

Managed Kansas City, Dallas and field marketing client service teams representing approximately $12.3 MM in billings. Accountable for training and leading on and off-site individuals on sales, client service and operations related to account management. Develop and manage Office Operational Budget and EBITDA goal. Identified clients’ success metrics and developed custom reporting or on-board client into system reporting. Evaluated and assimilated results via Google Analytics and other performance systems, in order to monitor positioning, brand presence and ROI. Identified and presented key patterns, conversion factors and trending forecasts in order to optimize existing programs, implement similar marketing initiatives for clients within the same product vertical and educate for next generation marketing initiatives.Thrived within an ongoing environment of mediation between the franchisors’ global vision and franchisees’ localized sales goals, creating an overall balance that maximizes the franchisees’ selling potential while remaining within the franchisors’ regulations and standards. Present and participated on field/corporate council and execute upon multiple level action plans.Managed the needs of over 800 franchise and company owned locations. Clients include H&R Block, Roto-Rooter, PIP Printing, Sir Speedy Printing, Tuff Shed, Value Place and CHCA Hospitals. Developed and conducted new franchisee home office and field training on local marketing campaigns and corporate client initiatives. Built corporate marketing strategy blue-print and customize at a field level, dependent upon local variables and third party data (comScore, Neilson & Hitwise).Developed and implemented Social Media programs for clients that include monitoring, brand ownership, creative development and community build-out, best practices and policies.Developed and implemented Direct Mail and Email marketing campaigns focusing on new customer acquisition as well as client retention.

Sold broad range of Internet advertising programs to corporate clients and franchisees. Created client internet advertising programs based on research, competitive analysis and client needs. Managed internet advertising programs from campaign conception through client invoicing.Developed, tested and managed alpha data-entry inventory system for internet advertising orders. Managed implementation of beta data-entry inventory system. Single-point of contact for advertising agency sales team on individual client internet advertising needs. Kansas City Chamber of Commerce agency representative.

Apparel sales through direct sales and data aggregation for lead generating opportunities.

Maintained and grew existing advertising campaigns on eight multilevel corporate and franchise accounts ranging in annual advertising revenue of $44,426 - $27,403,865. Developed marketing recommendations and coordinated approval for clients based on a four to six month deadline cycle. Managed annual 16 person Competitor Analysis Team. Developed procedures and guidelines to ensure data was researched and recorded consistently and accurately. Researched results to develop client’s advertising strategy and placement program.Annually researched and developed category growth for generating marketing expansion and advertising strategy program. Through research, identified specific category growth as a result of previous year’s advertising placements.Serviced the needs of over 30 client contacts through on-sight visits, daily phone conversations and e-mail correspondence. Provided ad-hoc client reports based on client needs and client growth potential. Explored clients business needs, advertising goals and philosophy through “fact-finding” conversations. Fine-tuned clients’ programs to meet those needs.Presented non-traditional advertising opportunities through online advertising. Acted as representative on national e-direct marketing campaign for national internet search engine. Consulted customers on interactive advertising and directed customers through on-line ordering system.

Sales and customer service

Sales and Customer Service

Sold clothing apparel to existing and new customer base.Participated in ongoing retail sales and customer service training, bi-annual inventory audits and seasonal merchandising floor changes.Assisted in peer interviews and new employee training.