I lead and develop a best-in-class global, customer-centric advocacy program to engage customers throughout their advocacy journey while driving company objectives at scale.* Building a 360 view of customers across internal systems to enhance demand generation and retention.* Build customer profiles to optimize targeted and relevant content campaigns.* Map customer advocacy journeys to identify and design plans to promote efficiency, effective, and empathy at scale.* Develop and drive the strategy for the Genesys Customer Advocacy community.*Lead executive advocacy programs including executive roundtables and customer advisory boards.

As a writer and content creator for Jam and Toast (https://jamandtoast.live/), I profile and interview musical artists. This includes personal interviews, concerts reviews, and photography.

Responsible for launching and managing a customer community incorporating reviews, referrals, references, retention, and cross-sell / upsell components.Accomplishments:* Launched new customer community in 8 weeks.* Grew customer community membership to 51% of customer base in first 6 months.* Awarded 2022 Influitive BAMMIE Award for 'Best Out of the Box Initiative' for Holiday Recruitment campaign that increased community membership by 115% in 3 weeks.* Generated over 150 customer quotes in 2 months via community outreach* Grew customer reviews on Gartner Peer Insights and G2 by 91% in first 6 months.* Generated $2.7M in MQLs in first six months of programs through upsell and cross-sell campaigns.* Became primary source for customer stories/success stories, event speakers, beta participation, references, referrals, and cross-sell and upsell campaigns.

Responsible for the rollout of SAS Global Advocacy Program and subsequent management of Advocacy Program.Accomplishments:• Launched and managed the global program across US, EMEA, LATAM, AP, and Canada.• Grew program to over 2,500 highly-targeted customer advocates in 14 months.• Established stable of highly personified advocates for use as references, referrals, reviews, retention, and customer content.• Maintained an NPS score of 50 indicating program advocates have high program satisfaction.• Member of Influitive's 'Voice of Customer Council' to offer customer insights to Senior Influitive Management.• Program was awarded 2020 Influitive BAMMIE for "Best Emerging Program"

Tapped to lead the organization in the migration to the On24 Webinar Platform. This was a cross-functional effort that included IT, Marketing, and Communications & Media. Responsible for promotion, education, and lead generation. Specific responsibilities include: • Create and execute global webinar strategy supporting product marketing and training, supporting all phases of the customer journey. • Guide Marketing team in defining goals of webinar content and tactical execution. • Manage and maintain webinar content calendar. • Review and communicate success metrics to internal stakeholders up to CMO. • Identify opportunities for re-use of top performing webinar content. • Recognized by ON24's "Webinars That Rocked 2020" Presentation as a Best-in-Breed webinar program.

Assigned by CMO to lead the pivot from the SAS Global Forum Live event to the very first Virtual SAS Global Forum. • Worked with cross-functional team to turn annual global in-person live event to virtual event in 5 weeks. Project included contract negotiation, content curation, design, promotion, reporting, and live day production.• Included over 150 sessions including Executive keynotes, as well as gamification, and attendee engagement elements. • Attendance exceeded live event by 487%. Attendance on Event day and OnDemand exceeded Live event attendance by 707%.• Virtual SAS Global Forum was the top lead generation campaign in 2020.

Led the creation of the 'Voice of Customer' program by collecting feedback and comments from customer surveys, chat, and social media channels. • Analyzed and shared insights on customer sentiment with internal stakeholders to empower decisions related to customer experience and lead generation.• Leveraged text analytics and sentiment analysis tools to surface customer opinions by category, volume, and sentiment to internal stakeholders to empower decision making. Areas impacted included pricing, website and event experience, product queries, and training and education requests.• Used visualization software to create global dashboard summarizing KPIs in real-time.

As Global Chat Program Manager, I led the management and development of the SAS Chat Program. The goal of the Chat Program is to enhance the online visitor experience and to drive sales leads. My responsibilities included the strategic planning and management of the program along with driving innovation and expansion of the program across the organization. Accomplishments:• Chat program was the leading inbound lead generation tool at SAS, eclipsing other channels including phone, web contact requests, and social media.• Chat program expanded from a trial project to supporting 78 countries offering 24/6 customer support.• Chat maintained a 93%+ Customer Satisfaction score, significantly exceeding industry standards.• Established chat analytics reporting to drive understanding of the customer experience and improve program KPIs• Implemented SAS' first ever Chatbot functionality across targeted areas of website.• Twice recognized by LivePerson for program excellence (Ownership Award 2015 & Connection Award 2016).

Based on the success and growth of the SAS Chat Program since its launch as a beta program, I was assigned formal management of the program to grow the footprint of the program and optimize its goals of customer support and lead generation.Accomplishments:• Led the original deployment of chat functionality on the SAS Corporate website in 2008.• Transitioned program to a proactive model in 2010 resulting in an increase of chat interactions of over 919% in 4 years.• Integrated predictive targeting algorithm to enhance identification of sales prospects on website while prioritizing them for chat interactions.• Work collaboratively with cross-functional teams in strategically and tactically growing the lead generation and customer support capabilities of the program.

Led the measurement and reporting for all digital properties including web, social, and mobile. including the Accomplishments:• Launched and managed Google Analytics deployment.• Led the integration of social media monitoring and measurement into SAS’ CRM reporting systems.• Defined and measured digital experience KPIsprinciples and best practices for digital experience.• Expanded A/B Testing on lead generation web pages to improve conversion.• Presented to internal stakeholders an analysis and recommendations from digital metrics including all SAS.com domains, along with corporate social media channels.• Led SAS Web 2.0 Council on implementation and adoption of corporate social media measurement guidelines.• Led SEO/SEM Task Force to lead Global online marketing initiatives.• Deployed and managed additional web tools for SEO management, reputation management, and heat-mapping of website pages.

"you CRUSHED it! ""thank you again for being so generous with your time and delivering such an epic presentation. I am hearing rave reviews from our team and other attendees. You clearly knocked it out of the park and now everyone in sales wants to clone you! Thank you for bringing so much energy and expertise to this. It’s very much appreciated.""Dean Shaw, who manages customer experience analytics for SAS, loosened an inspired – though, at this point, weary – crowd with an opening salvo of marketing-gone-wrong images. The laughter awoke the audience in time to deliver a message that reinforced an underlying but essential part of the day’s message"I bring info-taiment to the conference stage mixing humor with actionable insights. Each presentation is tailored to the event and audience and is intended to let people enjoy while they learn. Conferences I have spoken at include SiriusDecisions, SMPS - NY, MarketingProfs B2B Marketing Forum, LivePerson Aspire, High Five, Technology Services World, LivePerson National Sales Meeting, and eMetrics. I have also spoken on webinars with ON24 and Influitive speaking about our programs and offering guidance.

Provide guidance and feedback to Rapportboost.AI as they developed a suite of AI-powered solutions to optimize live chat and messaging.