Responsible for managing the North American Frigidaire and Electrolux ownership consumer lifecycle through on-boarding, ongoing use, service and repair, and repurchase phases of the consumer lifecycle. My focus is to create seamless, consistent CX experiences across multiple channels to drive revenue and brand loyalty.• Manage CX strategy for all North American apps (working cross-collaboratively with IT, UX Design, IoT and Product to create and execute user journeys and maintain a 30% connectivity rate across IoT products)• Responsible for consumer testing and feedback loop (UX/UI testing, in-appsurveys, focus groups, KPI tracking/reporting)• Own digital strategy and project execution for ownership experiences across all touchpoints (branded owner portal, subscription and service/repair hubs, email CRM, onboarding and installation programs)• Responsible for tracking and driving key consumer kPIs and feedback loop (NPS, effortless score, registration rate, subscription rate, app connectivity rate and MAUs)• Develop branded ownership content to adapt for omni-channel distribution (email CRM loyalty campaigns, how-to content, FAQs, web/app content)• Develop and iterate the ownership journey on branded websites; responsiblefor requirements documentation, SOW reviews, content creation,wireframing, design reviews and UAT testing

Emphasis on customer experience, retention marketing, revenue generation, client communication strategy and content development. Core responsibilities include:• Integrated marketing campaigns to drive incremental revenue and fortify accounts worth • Communication strategy for product/feature updates, product optimization, company business announcements, operational change and sales enablement • Retention marketing plans including ongoing client learning and education content (webinars, customer support/knowledge base portals, customer forums, customer email campaigns, QBR presentations)• Content development (customer emails, newsletters, blogs, product demos, landing page content, FAQ pages) • Analyzing trends across the entire customer lifecycle spectrum in order to evaluate customer health and engagement and to create a seamless customer experience (through quant and qual research)• Company owner of transactional and relationship NPS strategy, communication, deployment and analysis • Customer communication and integration through 2 company acquisitions

As Client Lifecycle Marketing Manager, I combined digital and traditional marketing strategies to enhance client experiences and drive incremental company revenue. My top focus at Passport is to boost client retention, cross-sell/upsell opportunities and app utilization through signage, marketing campaigns, retention programs and community outreach.

Digital Mouth is a team of digital media specialists delivering best in class digital media strategy, media planning, media buying, campaign management, tracking, reporting and analysis. Powered by the leading digital media technology and a team of experts, Digital Mouth simplifies, streamlines and consolidates the complex elements involved in the digital media landscape. • Facilitated digital media strategies (display, SEM, and paid social media)• Managed multiple accounts and projects within SalesForce at any given time• Prepared campaign reports using Digital Mouth’s proprietary reporting dashboard• Served as client liaison for new and existing clients, prepared IO’s, ushered through creative assets, assisted with image and copy development, and provided campaign updates for clients• Worked closely with digital campaign managers to develop campaign optimizations, research campaign trends, facilitate new campaigns, data analysis on campaigns and stay up to date with latest industry trends

Stonewall provides marketing, advertising, digital and public relations services to a range of clients in industries including travel and tourism, healthcare, economic development, educational sectors, consumer products and services, business-to-business and the nonprofit sector. I have served as the key liaison between Stonewall Group and a variety of clients, including two of our largest accounts--West Virginia Division of Tourism and West Virginia Department of Commerce (including Heartland International Gateway, West Virginia Division of Rehabilitation Services, West Virginia State Parks, WorkForce West Virginia, West Virginia Development Office, West Virginia Small Business Development Center and West Virginia Division of Rehabilitation Services.) I have also provided account services for the WV Feed to Achieve, My State My Life, Tucker County CVB, West Virginia Feed to Achieve, Shale Crescent USA and Oglebay Resort and Conference Center.Some of my roles as Senior Account Manager include:• Serving as project manager and collaborating with multiple internal disciplines such as creative, web development, content/SEO development, public relations and production• Copy writing and proofing• Content development• Facilitating team meetings and communicating internal projects• Coordinate project management on multiple accounts and projects • Strategic media planning (digital and traditional media)• Managing day-to-day client relations • Managing multiple client’s budgets and monitoring project costs• Align internal and external teams on brand strategy• Overseeing media budgets ranging from $300,000 to multimillion dollar accounts• Event planning/facilitating campaign launches• Research, planning and coordinating new websites, video and photo shoots• Attainment of new business (including presentations for RFQs and RFPs) as well as continuing new business opportunities with existing clientele• Managing campaign results

• Handled constituent correspondence calls• Crafted detailed press plans for the Senator’s upcoming events• Assisted in coordinating roundtable discussion events• Established several outreach contact lists

• Updated the daily legislative blog• Assisted with constituent correspondence calls• Researched and wrote bill summaries• Attended daily floor sessions• Prepared press releases and ghost columns for legislators• Contributed to the weekly newsletter