Audience monetization

-Built a lean scalable retention focused CX department that resulted in 5.2M of ARR retained in 2019.-Designed and implemented processes that resulted in a 50% decrease in customer churn.-Categorized customer feedback into a multi-tiered data structure empowering a robust VOC program.-100% employee retention rate in 2019 with top eNPS scores in the org.-Developed a formal collections department that improved delinquent payment collections by 20x.

Accomplishments:-Developed a lean retention program that resulted in $800k ARR retained in Q2-Q4 2017 from clients who were considered lost and unable to be renewed.-Reduced average customer churn rate by 30%.-Designed, implemented, and trained a cross functional process for managing retention opportunities.

-Designed and implemented CX operations that resulted in 50% reduction in customer churn-Hired and trained a brand new team in the org with all original processes

-Working hand in hand with customers to implement software into business operations-Maintained a best in class CSAT score-Helped lead initiatives to optimize implementation processes

Highlights:•Hired, trained, and managed 30+ employees.•Grew a brand new retail location to over 1.7 million in revenue in the first year.•Developed a credible community presence with local organizations and leaders.•Optimized legacy operations resulting in reduced labor costs and simplified training routines. Cronies Sports Grill is a fast casual family restaurant located in the Ventura County area of Southern California. I was brought on as a General Manager to help open their 5th location. My role was to assist in the opening process via hiring, training, marketing, and community building.This role has probably been the most impactful in my career development. I was given the opportunity to oversee a multitude of departments, ranging from Human Resources to Marketing to Operations. The CEO's and managing partners allowed me to develop and refine my own solutions to the problems I faced. Additionally, I developed and trained an ability to be able to socialize with pretty much anyone.Specific roles included:•Recruiting, interviewing, hiring and training a staff for a new retail location. •Oversaw scheduling to ensure that labor cost was inline with revenue.•Sought out and engaged with local organizations to build community loyalty.•Scheduled and booked reoccurring events and fundraisers to drive increased traffic to the store.•Coordinated with back of house to ensure that all health codes were being followed.

Developed interconnected digital marketing strategies and content for multiple social media platforms, including Snapchat, Instagram, Facebook, Twitter.Developed a community engagement strategy resulting in a 500% increase in user generated content.Developed incentivized social media campaigns and managed disbursement of prizes.Developed an implemented an online reputation engagement strategy that resulted in an average increase of 1 star across multiple review platforms. Oversaw the maintenance of the company website and all other online properties.