I help my clients develop and reinforce more profitable service strategies through the intelligent use of customer satisfaction surveys and mystery shopping, linked with training and incentive programs.Our profit-based approach focuses on promoting and reinforcing positive and measurable changes in customer behaviors, leading to greater retention and revenue.---Summary of Skills- Consultative Research Design, including: definition of research objectives, selection of sample frame and sample plan, selection of data collection methodology, questionnaire design and anticipation of analysis.- Market Research Project Management, including: data collection design, vendor selection, pretest, vendor management, and analysis. - Experienced with broad spectrum of data collection methodologies, including: CATI, E-Mail, Web-Intercept, IVR, In-Person.- Customer Experience Consulting: Working with clients to help them take action on customer experience research to align company message to customer expectations, customer expectations to company standards, company standards to training contact, and training content to front-line execution. - Experienced with a broad spectrum of market research analysis techniques, including but not limited to: correlation analysis, factor analysis, significance testing, gap analysis, Critical Incident Technique- Consultative Sales, including: strategic sales planning, prospecting, funnel management, proposal writing & presentation, contract negotiation, and transition from sales to program/project management.- Business Management, including: Business planning, budgeting, P&L Management, hiring, leadership, legal and accounting.