Danielle Imbody, Cmp Email & Phone Number

Greater Tampa Bay Area

Tapped to lead Kobie contact center. Applied operational efficiencies to shift from a cost center into a profit center while driving CSat scores to 92% within 18 months.

United States

Account leader for VerizonUp customer loyalty program. Identified top customer pain points and created work plan to resolve most impacting customer concerns and build customer relationship. Developed reference materials on Confluence to aid customer service agents to enhance customer experience. Secured contract increasing revenue by 450%.

Tampa/St. Petersburg, Florida Area

Enhanced customer experience by spearheading first-ever corporate quality initiative integrating LSS throughout business. Set clear vision, defined plan and guided organizational change management to facilitate acceptance. Aligned 5 MBBs to improve business practices and automate processes to enhance the customer experience.Created customer journey stories.

Tampa/St. Petersburg, Florida Area

Directed Contact Center operations with 30 onshore and 80 offshore representatives. Led Technical Operations (as small automation group) and Product Support Team providing L1 and L2 technical support for internal applications and a retailer customer base of 31K stores including Target, Walgreens, CVS, Kroger, Meijer, and Safeway. Implemented SalesForce.

Entrusted with international responsibilities leading the Japan color printer rollout efforts which enhanced go-to-market capabilities. Directed sales training, retailer deployment project planning, and support processes ensuring technical project plan deployment and issue resolution. Maintained leadership of Business Development Operations group.

Operational leadership of the Historical Targeting and Client Services teams. Created New Business Development Operations group supporting new product deployment. Collaborated with technology teams to provide product requirements, conduct User Acceptance Testing (UAT), problem solve, and manage deliverable dates. Led change management and operational.

Developed new channels to expand retail network for delivery of targeted consumer package good offers. Created business strategy, business plans and client proposals to acquire new retailers. Acquired new agreement with a top five including a test pilot with Murphy USA. Developed /led two marketing campaigns within retailer.

Completed successful integration of program services team and centralization of Checkout Direct Reporting to corporate office. Established customer centric teams for top Retailers and Manufacturer Clients (P&G, Nestle, Unilever, and General Mills). 

Tampa/St. Petersburg, Florida Area

Directed the global launch (US, France, UK and Japan) of the historical targeting system which was developed based on analysis of the top 5 common household targeting requests. Created and led team which supported 70% of the company’s revenue. Provided household targeting training across the organization.

Analyzed marketing programs utilizing the 5th largest consumer database, providing client with marketing results and recommendations for future programming. Developed household level targeting strategies for 3,000+ programs annually based on historical consumer buying patterns. Identified business needs for system automation and oversaw 48 system rollouts.

Lafayette, Indiana Area

Led service, parts and body shop to meet annual revenue goals. Oversaw policy adjustments, accounts receivable and operational expenses. Conducted 1,200 bid proposals annually. Grew revenue 25% annually. Obtained customer satisfaction rating 90.5%. Achieved 100% OSHA compliance rating.

Obtained preferred account status with 4 major insurance agencies. Delivered a 65% increase in shop productivity. Obtained 600+ customer agreements annually.

Transformational Leadership Certificate

Bachlor Of Arts, Organizational Leadership Supervision And Psychology