Devon Zimnowski Email & Phone Number

Manage and enhance digital service capabilities through various online service platforms to grow the online presence of the Association and generate revenue through product sales, membership, and student offerings. Coach, develop and support 6 direct reports, managing chat and outbound campaigns to meet annual revenue goals. Evolve digital communication channels in alignment with technology advancements and member demand. Utilize data insights to align global processes for platform users and collaborate with internal teams to expand self-service capabilities.

Durham, North Carolina, United States

Coached and developed a team of 8 direct reports, managing chat, outbound campaigns, and membership retention efforts to meet annual revenue goals. Implemented Vergic chat which became a successful new contact channel and resulted in reduced cost per contact. Leveraged chat functionality and developed team sales approach to increase assisted sales, growing revenue by $900,000 in it's first year. Managed design, implementation, testing, and support of chat user experience improvements such as the ability to schedule a chat.

Raleigh-Durham, North Carolina Area

Coached and developed a team up to 10 direct reports to meet departmental goals. Managed departmental Service Level Agreements (SLAs) by adjusting approach based on volume projections, reallocating resources as needed and resolving member-facing issues. Expanded our Internal Outreach Team to ensure SLAs were met in an effort to increase first contact resolution. Co-founder of the Events Community pilot which also aimed to improve first contact resolution, advisor engagement and partner team buy in.

Durham, North Carolina, United States

Charlotte, North Carolina, United States