Kathy Herrmann, Mba Email & Phone Number

Burke, Va, Us

Washington, Dc, Us

I work in the AARP Experience (AARPx) Department. We collaborate with AARP business units to design and advise on end-to-end customer experiencess that drive relevance, value and growth of our membership and do so across all touchpoints. These experiences include implementing any combination of web, chat, mobile, online communities, and call center experiences as well as direct mail materials related to membership activities. In one of my current primary responsibilities, I serve as project manager for our Help Network program, which is designed to maximize member-value realization by providing seamless, onmi-channel help support to constituents. Our initiatives use Knowledge-centered Support (KCS) as the heart of curating quality help content across an AI-enhanced help site, community forums, social channels, chat, phone, email, and white mail. Our Help team includes folks from digital (website development and AI), Contact Center, ITS, data wonks, business units, and social response teams. Our help systems include CMS, IBM Watson, Verint, and Lithium. AARP also uses a variety of other systems for member management that include Konnex, Merkle, Genesys, and Salesforce.

Austin, Texas, Us

Personify delivers the software, consulting, and interactive web solutions that help leading associations and other non-profit organizations optimize relationships to achieve sustainable success. Our solutions offer A/R and order management, meetings, exhibitions, membership, subscriptions, fundraising, online web presence (including online stores), and other common association management needs. I provided project management for a portfolio of community-based clients whose combined organizational revenues total $370m. My client portfolio tallied up to 7-figure revenues and contributes roughly 20% - 25% of my practice's professional services revenues. Community clients use Personify360 Community Organization Edition which is geared towards recreation facilities managing multiple mission-driven business lines. Personify works in combination with a consortium of community clients to develop and implement solutions providing constituent relationship management (CRM), transaction management, eBusiness, and analytics functionality.As project manager, I led the planning and administration of individual client projects as well as consortium projects. My responsibilities included managing the overall budget, project risk mitigation and communication plans, project artifacts, scheduling and resource management. In addition, I teamed with the Client Practice Manager to add revenues from new professional services and infrastructure projects.I led a major 7-figure, year-long project to develop responsive design .NET controls for the consortium using an agile (SCRUM) methodology.

Austin, Texas, Us

Personify delivers the software, consulting, and interactive web solutions that help leading associations and other non-profit organizations optimize relationships to achieve sustainable success. Our solutions offer A/R and order management, meetings, exhibitions, membership, subscriptions, fundraising, online web presence (including online stores), and other common association management needs. I serve in a dual role as project manager and business consultant for Personify. As the PM, I oversee project scope, resources, and budget. As the business consultant, I drive discovery to determine the right combination of base solution and custom enhancements needed to propel client success. In some cases, retooling business processes may be part of the implementation cycle. I team with technical, web (interactive), and other Personify consultants to ensure the best solution is implemented.Recent projects include: * Designed a wide array of customizations, with low to high complexity, for a $62m trade association to support their org-specific business processes. * Spearheaded accelerated software implementation for a trade association with $15m in revenues. Implemented full solution in 1/2 of the typical time needed by tightly managing scope. Determined optimum work flow processes and system configuration. Led a team of 6 consultants, ensuring project planning/scheduling, resource management, invoice review, client management, and timely system Go Live. * Drove implementation for a trade association with $18m in revenues. Designing best practices strategies to centralize data for increased visibility, to gain efficiencies, and heighten user adoption.

I'm passionate about helping companies build better businesses. As an independent & teamed with smart collaborative partners, I provide:1. Data insights:...* Arm clients to improve their business performance by delivering compelling insights, including big data.....* Enable target-specific purposes like messaging by data mining...2. Business intelligence: ...* Streamline workflow processes....* Expedite delivery of technical solutions using clearly defined business requirements. ...* Accelerate integration of technical solutions through superior project management....* Propel corporate initiatives by building business cases, including performing economic evaluations like ROI analysis...3. Optimizing customer relationships, grounded in the ways real people relate and do business with each other....* Improve performance by driving the "business of social business." ...* Advance social adoption by performing social maturity assessments...MY ACCOMPLISHMENTS INCLUDE:...* Aligned clients' business strategy with automated workflow processes & technology, leading to organizational efficiencies & cost savings. Integrated across marketing, sales, order fulfillment, and customer service to provide a consistent customer experience....* Automated customer reservation system for small RV rental company....* Defined product inventory processes for mid-sized refinery....* Analyzed marketing, sales, or customer service results to determine operational and business results of corporate projects or initiatives....* Showed blue chip telecom how social customer service retained $10m - $30m in customer revenues at ROI of 700%. ...* Determined luxury Rocky Mountain hotel earned $88k revenues from social marketing (174% ROI). Demonstrated how modest expansion of social strategy would increase revenues to $1.6m - $2m (560% ROI).

Marble Falls, Texas, Us

Intellicore Design Consulting offers companies an array of services designed to extend their businesses online. I teamed with a super smart developer and we delivered services centered on developing and implementing customer-facing, collaborative and community software solutions and the systems that extended their value.

A privately-owned Internet retailer, selling through eBay, Amazon, and web storefronts.The company's owner recruited me to play a strategic role during his company’s transition from a multimillion-dollar small entrepreneurial firm to an enterprise. I commanded a 5,000+ square-foot distribution center (DC) with an annual shipping budget of ~$250,000. I oversaw a warehouse team of 2, defining processes to keep us well-oiled so we could manage inventory, pick/pack, and shipping. One of my important warehouse duties involved managing deliveries from our Chinese factories to the our DC.I also managed and trained the customer service team of 2. We provided service across multiple distribution channels including eBay, Amazon, and our own branded websites. MY ACCOMPLISHMENTS:.....* Sharpened warehouse activities, allowing for the execution of the same number of daily shipments while expanding the team's responsibilities.

An online magazine.Big Cat Chronicles was my foray into online publishing. I learned a lot as I designed the website, created content, and managed affiliate ads.

Us

A logistics management systems integrator and software developer servicing organizations globally.After the company transitioned to software development from being a VAR, the company owner brought me on board to increase lead generation and revenues. I used innovative marketing initiatives to accomplish his charge and the net result was to turn a small software company into a recognized industry provider. My marketing focus spanned a wide range of responsibilities, including spearheading market analysis, designing campaigns (and managing our agency relations), new product development, and creating business cases. And as a small company, I also created the content for our website and oversaw web development, as well as authored our product benefit paper (the product bible!), launched a monthly customer newsletter and press releases, and secured our site and blog to virtualize product communication and awareness.MY ACCOMPLISHMENTS:.....* Increased flagship product sales (WorldLink) by 20% and customer satisfaction through expert re-branding (product definition, positioning, and pricing)......* Grew leads by 40% through the establishment of corporate/product visibility across the market place and among technology research companies such as Forrester Research, AMR Research, and Gartner Group.

The North American division of a UK-based, publicly traded company specializing in shipping, order management, and supply chain software/services.I directed transformation efforts during a series of corporate mergers. This included overseeing an operations budget of ~$600,000 and managing a staff of three. I also conducted cost/benefit analyses on new business opportunities, as well as supported revenue growth, new product development, and change management. And I introduced training strategies, simplified complex processes, implemented new systems, and increased automation to improve our performance. An important responsibility involved leading the company's Order management and fulfillment team. And I served as a key member of the Business Practice Initiative Team. While there, I was also the main (and sole) corporate expert in customer data mining.MY ACCOMPLISHMENTS:.....* Produced major increases in customer satisfaction and grew recurring services revenues by over $550,000 within the first year of developing/implementing a multi-tiered software maintenance program and pricing model......* Revamped communication and storage of customer data through the implementation of a contact management solution that centralized sales activities and client information, eliminating the utilization of 17 individual databases......* Data mined customer databases to segment based on specific and multiple criteria to facilitate targeted messaging......* Contributed to corporate expansion by functioning as a change agent during 17 successful corporate mergers......* Improved order accuracy rate to 97% from 23% in 4 months while delivering labor cost savings totaling over $25,000 annually......* Orchestrated the continuous improvement of the company's shipping management software solution, which increased efficiency, flexibility, and accuracy and decreased expenses.

Our new post-merger bosses at HQ chose me to devise new sales channels focused on differentiating premium resellers, boosting sales revenues, and overcoming pre-merger (reseller) contractual limitations following corporate merger. I cultivated trusting and productive relationships with resellers (and post-merger, reseller tensions were high so yeah me). I also stimulated sales within various channels through the creation of incentives, co-marketing, and revenue sharing programs with corporate partners as well as launching a strong developer network.MY ACCOMPLISHMENTS:.....* Enhanced reseller channel performance and increased sales revenues by 10% through the design of a new, premium sales channel and incentive programs......* Fueled revenue opportunities for sales channels (10% increases per partner-specific module) through the implementation of partner programs designed to stimulate business development.

Manchester, Greater Manchester, Gb

The North American division of a UK-based, publicly traded company specializing in shipping, order management, and supply chain software/services.I spearheaded multimillion-dollar technical sales operations. My big focus centered on delivering strategic channel guidance to our resellers and focusing on expanding revenues through business development. This involved forging key alliances and managing a talented sales and administrative team of four before and throughout corporate transformation during Aristo’s merger with Kewill.MY ACCOMPLISHMENTS:.....* Promoted due to top performance, leadership, and contributions.

The North American division of a UK-based, publicly traded company specializing in shipping, order management, and supply chain software/services. Provided channel sales support to indirect sales channel. Created marketing pieces.

A provider of marketing communications consulting services.I managed my own start-up operations with a focus on created marketing materials, ads, and PR copy. My clients included a PR firm, a local chapter of the American Red Cross, a quarry, and several electronics manufacturers. I also undertook market research for a PR client.MY ACCOMPLISHMENTS:.....* Functioned as a public information officer for the American Red Cross, coordinating local/national newspaper and broadcast coverage. Successfully secured spots on several broadcasts and print articles for disaster workers, communicating information to victims and achieving public relations goodwill for the organization.

Bs, Geophysics

Mba, Concentration In Finance