Kelsey Sousan Email & Phone Number

As a Program Manager on the Revenue Operations Team, I led strategy and program management efforts to optimize sales and conversion. I increased the inbound answer rate by 8ppt (86% to 94%) and reduced customer wait time by over 9 seconds. I also enhanced BDR productivity by designing and administering Salesforce, enabling data-driven performance.

Chevy Chase, Maryland, United States

As a Manager within the Customer Insights Group at GEICO, I led the CRM CX strategy for global claims operations, driving customer-focused insights. I identified the need for centralized competitive research and launched a qualitative competitive intelligence research team, improving cross-department collaboration and reducing duplication.I prioritized CX.

Chevy Chase, Maryland

As an analyst in the Customer Insights Group at GEICO, I led initiatives to improve customer and associate experiences through research-driven insights, including product research to support product development. I developed and presented actionable research deliverables to all levels of the organization using both qualitative and quantitative data.I.

Chevy Chase, Maryland

Lakeland, Florida Area

In the Emerging Leaders Program, a rotational leadership development program, I analyzed and provided insights to optimize contact center processes. I regularly presented feedback to executive leadership and collaborated on real-world challenges during week-long leadership conferences.I rotated through multiple departments, including Customer Service.

Tampa/St. Petersburg, Florida Area

As a Management Trainee Intern at the largest rental vehicle branch in Tampa Bay, I identified areas for improvement and helped implement strategies to boost customer satisfaction and profitability. I earned the highest intern scholarship and consistently ranked in the top 10% of management trainees based on performance metrics.

Tampa/St. Petersburg, Florida Area

As the Marketing Director for Homecoming Week and USF Week, the two largest annual events on campus, I collaborated with designers, event teams, and the communications department to develop and execute marketing strategies. I managed social media accounts, negotiated with vendors for promotional materials, and coordinated press releases for major acts like.

Oldsmar, Florida, United States

During my Marketing Internship at Vology, I worked closely with technical experts and internal teams to create and execute content marketing strategies. I conducted interviews with subject matter experts to write informative articles and blog posts, which were published on the company website and across networking sites to enhance the company’s online.