Katherine Wessel Email & Phone Number

Hinsdale, Illinois, United States

Chicago, Illinois, Usa; Al-Riyadh Governorate, Saudi Arabia

Strategized and executed complete operational and consumer experience readiness for flagship retail wellness studio. Optimized playbook for replication in the launch of additional franchise locations throughout the Middle East. Strategic functional expertise included:Logistics and vendor management: Oversaw studio planning and design, as well development of retail space.Operations and strategy: Developed and workshopped comprehensive company policies and procedures with a goal of transferability to future locations, including operational and financial practices. Managed branding and internal curriculum/external collateral translation efforts.Staffing: Developed wellness provider and administrative staff recruitment and onboarding procedures. Managed interview process as well as staff business readiness including brand training, social media marketing and scheduling.Technology: Implemented and launched MindBody environment and branded app for studio management and customer engagement.

Greater Chicago Area

Deliver insights and drive a customer experience that is intentional, impactful, and integrated for all customer channels (consumers, dealers, distributors).Responsible for overseeing the development and execution of: * Customer Centric Culture: Voice Diversification, Customer and Internal Council Development, Insight Governance & Communication, Operations Improvement * Standard Work: Manage A3 Planning Process, Closed Loop Feedback Program, Qualitative & Quantitative Insight Request Process, Insight Integration into Product Development/Stage Gate Process, Project Execution Scorecarding * Customer Insight Resources: Customer Journey Maps, Customer Event Insights Gathering Activity Creation, Customer Interview Guide Development and Coaching, Success Stories

Greater Chicago Area

Responsible for launching and overseeing sales and marketing operations programs. •Sales Messaging: Develop content and standardized proposal materials•Brand Awareness: Drive thought leadership presence in the insurance industry•Customer Experience: Redefine and enhance the customer journey•Technology: Implement technology to increase productivity and provide valuable analysis of data

Greater Chicago Area

Cultivated understanding of B2B customer experience by creating customer listening program. Collaborated on program design, management and delivery with executive leadership. Facilitated stakeholders to create strategy, benchmarks, and vision for CX program and initiatives. Built and implemented closed-loop feedback program and customer reference program. Established a team of 35+ individuals from business units, domestic and international, to drive significant improvement in core customer experience. Facilitated program management for TU’s Executive Briefing Center. Managed platform and service vendor relationships. Ensured airtight MSA and SaaS agreements with internal and external sponsors. •Launched company’s first dedicated B2B Customer Experience Program.•Drove customer journey-mapping effort for all U.S. and Canadian business units.•Established survey strategy, configuration, response assessment, and readouts for 60+ BUs, international teams•Aligned functional groups with corporate CX standardization to touch 100% of B2B customers (130k+).•Defined priorities for internal and partner team members by identifying key drivers from survey feedback and YoY data•Rolling NPS execution and segmentation for leadership teams•Catalogued customer listening posts in BUs and functional teams to align technology approach.•Defined dashboard requirements for sales teams through Verint EFM. •Developed comparative before and after sentiment analytics for deployment during industry crisis.

Chicago

Launch of global sales enablement and content management platform and program for 7,000+ employees. Managed sales enablement technical team to provide support to platform. Developed global content strategy, customization, and governance standards aligned to the newly launched corporate brand identity. Maximized technology available to sales, product, and functional teams to increase relevancy to customers and role productivity. Implemented secure remote application access platform tools to dramatically improve RFP and proposal development turnaround time. Defined and applied data hierarchies for content, user profiles, and permissions access. Built ongoing training and engagement program for all roles within program scope.•Implemented global SaaS platform in highly-regulated environment to increase sales productivity, decrease overhead expense in sales support, and fully integrate with CRM.•Gathered requirements from all stakeholder teams and built site map with page standards.•Conducted large-scale content migration between platforms where all content was reviewed, rebranded, and tagged to meet new data definitions and sales stage alignment. •Developed online forum and process to refine and synchronize collaboration between sellers and SMEs•Defined and reported operational and consumption metrics.

Greater Chicago Area

Built, launched, and maintained SAVO’s first online customer community on their own platform that housed and provided all technical documentation, best practice materials, SME forums, and company notifications. Launched and maintained first customer advocacy platform via Influitive where acts engagement (survey completion, UX polls, customer references, event participation, social media support) were gamified and rewarded. Developed best practice, technical, and training content. Managed customer engagement and advocacy initiatives. •Managed customer engagement and advocacy initiatives.•Managed platform release readiness activities (training webinars and materials, release notes, timelines, end user impact) for customers. •Managed internal instance of the SAVO sales enablement platform for employees.•Facilitated new and prospective customers on what staffing profiles, executive support, and departmental contributions were needed to successfully deploy a SAVO platform and supporting sales enablement program.•Worked closely with product development team on road-mapping and user experience for realistic customer consumption.• Coordinated customer community events through conferences, regional meetings, and tool-focused user groups.

Chicago

Served as marketing communications coordinator combining sales enablement and intranet platform development and delivery for 10,000+ users. Worked with internal and carrier teams to plan sales team engagement strategy through content features and promotional webinars. Trained internal and external resources on platform use, tagging process, and sales enablement methods. Led company RFP standardization and automation effort by building a tool using existing SAVO functionality. Oversaw content creation and curation including but not limited to graphic design, sales copy and sales meeting presentations and materials.•Reconfigured sales enablement platform to create B2B partnership plan for insurance carriers to access and build out custom pages and content packages to be consumed directly by internal sales teams.•Developed a secure configuration and process to integrate 30+ acquisitions annually with remote access to intranet and onboarding information, web email access, and customer communication packages with IT and M&A teams. •Supported social media training programs and guide development to increase sales team participation on LinkedIn from 450 to 4,700+ individual users.•Built 65+ microsites for top sellers as a complement to LinkedIn profiles.

Greater Chicago Area