Elizabeth Teubner Email & Phone Number

Denver, Co

Denver, Colorado, United States

As Director of tw telecom's Voice of the Customer program, I:Led team responsible for the design and execution of all customer research and analysis for the company.Served as main customer advocate for the company, ensuring the changing expectations of key customer segments remained a focus in ongoing strategic initiatives.Responsible for identification of operational opportunities identified via structured and unstructured customer feedback data as well as management of resulting improvement programs in conjunction with other key metrics.Developed financial model demonstrating the link between buying behavior and satisfaction across key customer touch points, allowing for a focus of improvement efforts in areas with clear impact to sales and growth.Led Customer Insight Panel Program, designed to gain iterative qualitative feedback from key customer groups in support of ongoing product and strategy development, including design and facilitation of ongoing customer facing sessions across tw telecom’s 75 US marketsResponsible for the oversight and management of enterprise-wide survey management dashboards.

I transitioned to Deloitte as a part of the sale of BearingPoint's North American line of business. While at Deloitte I worked on National Client Feedback Team, focusing on customer retention, feedback, and the overall Deloitte Customer Experience, as well as various customer facing projects, most notably recommending and developing quality based operational programs based on quantitative data for U.S. Department of Defense clients.While at Deloitte I was also part of the team that launched the inaugural Warrior Games with the U.S. Paralympic Committee. The Warrior Games were designed to introduce injured service members and veterans to Paralympic sport competition and encourage them to stay physically active when they return to their local communities following the event. As an athlete and a spouse of a United States Marine, this was an incredibly meaningful project for me, and I'm proud to have been a part of it.

Manager of the North America Client Satisfaction Program, specializing in client retention, Federal Government Past Performance as well as Strategic Planning and Analysis. I was hired to work on large scale systems implementations for government clients, which aligned perfectly with my graduate school work. Six months after I started I was offered the opportunity to work as a "Chief of Staff" for the partner running all major strategic efforts. In this role I worked on various projects, including building a company wide profitability model, setting up a new line of business, and, eventually, managing the survey program. While the survey program was initially seen as one of many collateral duties, I quickly made it my full time job. I loved the way the customer insights helped craft the company's ongoing strategy, and I loved working with the individual account teams, helping them use their customer's feedback to craft their account service plans. Over the years of managing this program, we went from one off quantitative surveys to standardized iterative quantitative surveys supplemented with qualitative interviews with our C-level customers. When the North American Public Services business was sold to Deloitte Consulting in 2009, the data collected from this program was used to craft communication strategies relating to that sale, as well ensure that standard of account management was kept consistent through the transition.

Washington, Dc

I taught Intro Statistical Computing to English majors. No one thought my "Let's kick some SAS" joke was funny, but it paid for school and taught me how to make complicated concepts easily understandable.

Herdon, Va

I would not normally include a three month internship on my professional resume, but over the course of my career I've found that though I was only at AOL for a short time, and only as an intern, I learned a great deal about corporate culture, technology, and the value of being able to demonstrate results quickly.As a graduate intern at AOL I worked on the VoIP product development team, looking at all aspects of VoIP: market and industry penetration, regulatory implications of such a product, voice technology, how to package and market a new product under a trusted brand name, and the realities of rolling trucks to consumer homes for install.

Developed customized applications for non-profit, healthcare and financial industries using Java, PHP, mySQL, and JavaScript. I'm a technically decent programmer and enjoy the mental challenge of getting code just right, but found that I am far too much of an extrovert to have remained a developer for the long run.

Mis, Information Systems Development

Ba, History, Statistics