In my current role as an Email Marketing Specialist at Served with Honor, I focus on crafting engaging and impactful email campaigns that resonate with our audience. Utilizing Mailchimp, I’ve successfully driven targeted communications that enhance our mission to change lives and make a meaningful impact on veterans' lives.I am currently leading the transition from Mailchimp to Salesforce Sales Cloud and Account Engagement, which will enable us to better manage our multiple subsidiaries and diverse business models. This migration is aimed at streamlining our marketing efforts and improving data-driven decision-making. By leveraging Salesforce's robust capabilities, I’m enhancing our segmentation, personalization, and automation strategies to elevate our email marketing performance across various platforms.My goal is to create meaningful connections through strategic messaging, ultimately helping to change lives and support our veterans

§ Owned execution of promotional email and SMS, partnering with Brand teams to create email templates and SMS messages, suggestand build audiences, and schedule all campaigns. Additionally, built campaign calendars and provided thought leadership andexecutional excellence to deliver optimal results.§ Lead email A/B testing. Communicated test results to stakeholders and continuously iterate.§ Analyzed email deliverability and responded to situations that affected IP reputation, domain reputation, or both. Monitored listhealth and data hygiene. Worked collaboratively with Tech resources to ensure email program is running smoothly and lead futureimprovement projects.§ Leveraged Data Studio and Google Analytics to review campaign performance and make pivotal changes.§ Grew and managed multiple email and SMS databases. Developed and optimized tactics for capturing emails/phone numbers, e.g.,via website pop-ups.§ Developed and executed a retention marketing strategy, including direct accountability for email and SMS channel performance.Core KPIs include email and SMS engagement rates, revenue, subscription opt-in and churn, customer repeat purchase rates, andLTV.§ Mapped out and optimized lifecycle email strategy, including welcome series, win-backs, up-sells, and other automated email flowsbased on RFM and other segmenting strategies. Continuously evaluated and optimized to increase engagement and revenue fromthese flows.§ Developed and launched a direct-to-consumer loyalty program in partnership with Product Management team.§ Reported on the performance of email and SMS and plans for strategy and tactical improvements.

- Launched an SMS campaign for an international nutritional supplement brand- Balanced the needs of stakeholders with the requirements of US mobile caries and internal MLR- Launched comprehensive email and SMS flows to aid in customer subscription retention - Direct Klaviyo CRM and marketing operations, partnering with cross-functional stakeholders and contractors to develop and execute campaigns and programs across a portfolio of 24 brandsSupported a house of brands email and SMS execution and program management with Klaviyo and Attentive.§ Directed Klaviyo CRM and marketing operations, partnering with cross-functional stakeholders and contractors to develop andexecute campaigns and programs across a portfolio of 24 brands.§ Oversaw email and SMS campaigns from brief submissions to copywriting to design and development.§ Launched and implemented SMS programs based on client needs while optimizing signup forms for optimal customer experience.§ Managed audience segmentation and sought opportunities to build customized messaging for specific customer profiles.§ Optimized email delivery for performance and developed and executed ongoing A/B testing plans, sharing relevant results withcross-functional teams.§ Strategized and developed customer lifecycle communications and content marketing that can be leveraged within the Email/SMSMarketing channel.§ Managed contractors to execute the design of the desired marketing ad-hoc emails and automated email communication acrossthe organization.§ Ensured assets are received by brand owners for MLR submission.§ Analysed campaign and overall client performance using Shopify Plus and Klaviyo Dashboards.

Email & SMS Marketing• Owned and optimized Quantum’s Email/SMS Marketing channel with an ongoing focus on driving long-term customer retention and LTV.• Analyzed cohort performance to identify areas for improvement, reported on overall engagement and retention rates, understood why people churn, and addressed loyalty and retention.• Managed audience segmentation & sought opportunities to build customized messaging for specific customer profiles.• Optimized email delivery for performance - developed and executed ongoing A/B testing plans, sharing relevant results with cross-functional teams.• Strategized and developed customer lifecycle communications and content marketing that can be leveraged within the Email/SMS Marketing channel as well as more broadly in additional areas of the business.• Reviewed Email performance dashboards & analysis with related cross-functional teams & stakeholders weekly. Affiliate and Influencer Marketing• Built and scaled an Influencer program - outlined and executed related growth strategies.• Managed and optimized affiliate marketing initiatives across all paid channels, including social ad platforms, SEM, & additional channels as opportunities were identified.• Owned performance marketing reporting and provided actionable insights back to the team via weekly performance reviews and dashboards.• Drove ongoing CAC and LTV analysis per affiliate to inform spend allocations for each initiative.• Developed forecasts by individual campaigns/channels and overall to ensure the broader cross-functional team had visibility to demand trends.• Executed A/B testing for creative and messaging, optimizing for max LTV.• Managed audience segmentation and targeting, looking for opportunities to scale best-performing on-demo opportunities, leveraging customer insights data.• Worked with cross-functional teams to optimize the customer journeyManaged SEO, design, and dev contractors while operating as the main e-commerce decision-maker.

• Built the foundation for multiple SMS programs leveraging Mobile Studio & Twillio• Lead onshore and offshore IT teams to ensure program logic is delivering SMS messages optimally for client needs.• Advised client leaders and directors on SMS best practices to ensure a standard and ideal user experience across brands• Managed the relationship between the client, property managers, & internal stakeholders to ensure an adequate launch• Worked with stakeholders and 3rd party agencies to ensure compliance between SMS aggregators, US mobile carriers, & Medical, Legal, and Regulatory bodies while ensuring the overall program objective(s) remain as desired by the client• Created documentation showing the SMS flow and process for each message sent to a user for MLR review• Created processes to ensure all deliverables and goals were created and achieved for optimal client satisfaction and to ensure all possible outcomes were accounted for• Created SMS documentation for both internal and external stakeholders to ensure optimal channel setup, use, and understanding to ensure scalability for this and future clients

• Oversaw and directed Klaviyo CRM and affiliate marketing operations, partnering with cross-functional stakeholders to develop and execute custom-focused campaigns and programs to build sustainable client relationships. Leverage data-driven metrics acquired via Google Analytics and customer experience strategies to optimize ROI and boost brand exposure across target audiences.• Improved email open rates from 6–9% to a high of 18-22% through a comprehensive analysis and clean-up of the email list. • Lead ongoing evaluations of campaign success and performance, using Google Analytics and other data points to identify and implement • Created and delivered customer experience transactional emails.• Used Tableau, Data Studio, Google Analytics, and Data Box to mine data for company CRM weak spots to maximize the customer journey and new customer acquisition.• Partnered with key design team stakeholders to develop a marketing portfolio, spanning email, Attentive SMS, and web assets; penetrated target markets and customer base via weekly segmented email sends.• Implemented automated, transactional email sends based on customer behavior and touchpoints to expand reach.• Transformed the affiliate marketing program leveraging Pepperjam to boost revenues from $500 per month to $30K monthly with no additional marketing budget and using vast experience in content creation and customer journeys.• Established and built an affiliate program, focusing on publisher relationships while improving brand loyalty through user-generated content (UGC) in and out of affiliate marketing.• Managed all phases of the project lifecycle in partnership with cross-functional stakeholders and team members to achieve milestones, employing such tools as G-Suite, Taskworld, and Slack.

• Oversaw and directed Klaviyo CRM and affiliate marketing operations, partnering with cross-functional stakeholders to develop and execute custom-focused campaigns and programs to build sustainable client relationships. Leverage data-driven metrics acquired via Google Analytics and customer experience strategies to optimize ROI and boost brand exposure across target audiences.• Improved email open rates from 6–9% to a high of 18-22% through a comprehensive analysis and clean-up of the email list. • Lead ongoing evaluations of campaign success and performance, using Google Analytics and other data points to identify and implement • Created and delivered customer experience transactional emails.• Partnered with key design team stakeholders to develop a marketing portfolio, spanning email, Attentive SMS, and web assets; penetrated target markets and customer base via weekly segmented email sends.• Implemented automated, transactional email sends based on customer behavior and touchpoints to expand reach.• Transformed the affiliate marketing program leveraging Pepperjam to boost revenues from $500 per month to $30K monthly with no additional marketing budget and using vast experience in content creation and customer journeys.• Established and built an affiliate program, focusing on publisher relationships while improving brand loyalty through user-generated content (UGC) in and out of affiliate marketing.• Managed all phases of the project lifecycle in partnership with cross-functional stakeholders and team members to achieve milestones, employing such tools as G-Suite, Taskworld, and Slack.

* Promoted to manage social media customer service functions, including creating processes and procedures and fostering the build of an environment with a customer-first focus using Zendesk and AgoraPulse.* Leveraged various tools to eliminate barriers between traditional and new customer service channels.* Managed the social media supervisor to ensure KPIs were met and maintain alignment with overarching business priorities.* Developed and executed content strategies, employing customer loyalty programs and UGC. * Facilitated training for new and existing employees on company procedures and practices; developed training materials used company-wide, building a high-performing infrastructure.

Responded to incoming client inquiries in a timely and accurate manner, driving both satisfaction and retention.

Answered customer service questions via phone and email.

Manager, Telecommunications Spearheaded telecommunications as lead representative subsequent to the acquisition of Alpine Access in 2012 charged with handling escalated calls for high-value clients, training agents, and working with clients to recruit high quality talent to meet company needs.

Founded and built a media company from the ground up providing project management, voice over, production, on-air, event coordination and emcee, networking, and website technical support via email, telephone, and instant message (IM) chat channels.

Manager, Telecommunications Spearheaded telecommunications as lead representative subsequent to the acquisition of Alpine Access in 2012 charged with handling escalated calls for high-value clients, training agents, and working with clients to recruit high quality talent to meet company needs.