Fernanda Mattozo Email & Phone Number

Cambridge, Massachusetts, United States

•Contribute to the delivery of consulting projects by conducting interviews with clients, customers, and partners; conduct surveys, developing and applying analytic frameworks; cofacilitate client workshops, synthesizing data, developing key insights, and formulating and presenting recommendations on the topic of Customer Experience•Partner with other members of Forrester’s consulting organization to create high-quality, well-structured, and user-friendly PowerPoint, Excel, and Word client deliverables.•Support internal consulting practice development initiatives to enhance organizational efficiency and effectiveness.

Cambridge, Massachusetts

• Manage internal resources to effectively deliver on $1.3 million yearly short-term consulting projects to clients on the topic of Customer Experience (CX) including but not limited to Customer Journey Mapping, UX Research and Design, Design Thinking, Voice of Customer and CX Management across various industry verticals• Provide customer experience professionals across all levels including C-suite with projects to advance their practices with personalized short-term consulting engagements of workshops, digital experience reviews, and advisory sessions. • Manage daily collaboration with cross functional ecosystem partners to develop and deliver engagement proposal, manage all client communication, project milestones, and timelines for clients, with detailed CRM tracking to ensure on time delivery while maintaining a high satisfaction rating of 93%.

Greater Boston Area

• Maintained responsibilities held under Bilingual Coordinator, Wish Program title• Additionally, effectively manage an annual operating budget of $1.2 million • Consistently exceed wish targets 51% as a direct result of developing and successfully executing strategies to optimize time management, streamline company processes, and create an internship • Assist in recruiting efforts and directly manage the activities of 5 interns with accountability for goals, objectives, performance and development • Facilitate employee training and professional development for direct reports and new hires • Improved financials through identifying inefficiencies and developing and executing a plan for optimization, including enhanced templates and the implementation of department analytics• Utilize interpersonal skills to foster a productive, efficient, and effective relationship with senior management and constituents

Greater Boston Area

• Coordinated internal resources and external vendors for the execution of 70 wishes for multicultural children with life-threatening illness while managing a $700 thousand operating budget for wish granting projects• Researched and coordinated all components of delivering wishes in a timely, cost-effective and quality manner• Ensured quality project deliverables through effective coordination and communication with various stakeholders such as health care professionals, volunteers, wish family members, in-kind donors and board members• Built, managed and cultivated relationships with vendors to increase in-kind support by 5% per year

Wellesley, Ma

• Assisted with daily conflict resolution, motivating, organizing, establishing rapport and communicated progress with students, parents, co-teachers, and directors• Developed and maintain a safe and supportive environment that responds to and supports the needs of each child • Developed daily physical fitness, academic and artistic curriculum

Hanover, Ma

• Managed key high volume departments and increased sales by 7% from the previous year ($329.5 thousand) earning number rank of number 3 sales manager out of 10 stores for the fall and spring 2012 seasons• Managed, trained, motivated and evaluated 15-20 sales associates on a daily basis; provided supervision and coaching to increase overall sales results through customer-centric selling• Assessed market opportunities and partnered with merchandise team manager, district merchant, sales associates and vendor representatives to drive downtrending businesses and how to optimize successful key businesses• Analyzed and utilized customer feedback through data captured from online and in-store surveys to continuously improve customer experience during employee weekly trainings

• Collaborated with mentor to manage and drive the profitability of assigned multimillion dollar departments while managing, training and developing 4 sales associates• First trainee out of 14 in the Executive Development Program to be placed into sales manager position as a result of high performance

University Park, Pa

• Interned at guerilla marketing team for Penn State Football Marketing Office • Managed social media websites to update the community on upcoming events• Created marketing flyers to promote Penn State Football events

• Ensured the safety and security of over 50 patrons per day• Prepared the 112 hours per week schedule for all 5 lifeguards and handled all changes and conflicts• Organized and taught swim lessons and improved enrollment by 150% through targeted advertisement• Served as direct liaison between the Peacock Farm Pool Board of Directors and the community in pool matters

Bachelor Of Science In Marketing, Marketing With Minor In French And Francophone Studies

Activities and Societies: Penn State Club Swimming, THON: largest student run philanthropy in the world

Intensive French Immersion, French Language And Literature

Activities and Societies: Spring 2010, full immersion program: all classes in French and homestay

Education record