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 improvements.Additionally, I launched HubSpot for the Insurance team, improving workflow compliance and agent satisfaction. I developed executive-level daily reporting, providing better visibility into key metrics and initiatives. By implementing Branded Calling, I drove 178% ROI, generating $11,600 in additional monthly revenue. Finally, I led the transition from UCaaS to CCaaS, enabling smarter call routing and better decision-making through data.

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 as a key success metric, delivering actionable recommendations at all levels. I also mentored and coached team members to support their growth and development and built a 900+ member associate panel for gathering competitive intelligence.

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 overhauled GEICO's global claims survey strategy, boosting response rates by nearly 6 points, enabling real-time reporting to the contact center, and launching event-based surveys to gather actionable feedback throughout the life of a claim.I also contributed to the development of a performance management framework for Countrywide Sales and Service, integrating competitor research and cross-department collaboration.

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, Claims, and Customer Insights, gaining experience in training, performance monitoring, coaching, and research.

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 Big Sean and Nick Cannon. Both events were completed on time, under budget, and resulted in a significant increase in outreach and attendance.

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 presence. I also contributed to branding efforts by assisting with design elements and ensuring consistency across marketing materials.In addition, I collaborated with the sales team to optimize the use of social networking sites for lead generation and engagement. Over the course of my 3-month internship, I successfully built the company's social media presence from the ground up, helping to establish a strong digital footprint and improve brand visibility.