* Successfully managed the Marketing Automation Platform (Oracle’s Eloqua) to send millions of emails each month, including creating the HTML/CSS emails, creating segmentation for each campaign, render reviewing and optimizing performance through A/B testing.* Oversaw numerous Customer Journeys to ensure customers receive the right information at the right time by establishing key pain points, ensuring the data is in MAP for triggering through API integrations and monitor performance and impact, both to the customer by increased CSAT and to the company through reduced call volume during the journey.* Developed comprehensive cross-channel campaign performance dashboards using Google's LookerStudio and PowerBI, resulting in improvements in data-driven decision-making.* Crafted innovative, data-driven 'edutainment' pieces to enhance customer communication and drive engagement across email and social media platforms.* Collaborated cross-functionally to design and deploy innovative customer solutions, balancing cost-efficiency, satisfaction, and regulatory compliance.* Implemented advanced marketing automation and CRM systems, enhancing customer segmentation and personalization efforts.* Demonstrated exceptional ability to communicate complex technical concepts, fostering improved cross-functional collaboration and driving project success.* Championed customer-centric marketing strategies to address payment challenges, enhancing customer satisfaction and improving account management practices.* Orchestrated comprehensive data integration project, harmonizing 1M+ customer records and facilitating seamless marketing operations post-merger.* Proactively addressed operational bottlenecks, developing innovative solutions to enhance workflow efficiency and team performance.* Leveraged data analytics and customer insights to optimize marketing strategies, including tone and image selection.

· Orchestrated successful integration of a billing platform with multiple vendors, managing interfaces, testing and defect resolution for the division. · Revolutionized customer account analysis by developing Oracle BI dashboards, offering in-depth year-over-year comparisons of revenue, usage, and demand trends.· Enhanced team capabilities by designing and developing intuitive self-service reporting solutions and training on Oracle Utility Analytics. · Partnered with IT and program managers to design and implement 15 successful program offerings, enhancing Evergy's service portfolio and customer satisfaction.· Produced comprehensive ad-hoc reports for state commissions and internal stakeholders, reducing response time and improving decision-making processes.

• Develop predictive marketing lists for marketing campaigns• Create, manage and execute panel surveys for advisory panel that are published every two weeks• Create reports based on advisory panel results and present results to different groups throughout company• Analyze data to produce results to help improve the business

SERVICE MANAGEMENT GROUP, INC. (SMG) is a forward-thinking, progressive company with a family feel where attitude is as important as expertise. The employees are intelligent, show initiative and like challenges. SMG exists to measure customer and employee experience. We are industry experts who are different because of our full-service research and consulting. • Collaborate with cross-functional teams throughout SMG’s worldwide footprint to gather, analyze, and document client deliverables• Act as main liaison between the Operations Developers and the client contacts, ensuring clear communication between the multiple departments to guarantee end product• Manage and execute the technical development and quality assurance of satisfaction surveys for multiple clients, both customer and employee surveys• Developed training process to teach new employees the company designed software, best practice standards for surveys, reports and website, and quality check procedures• See projects through from beginning to end, ensuring timelines are met and performing quality control testing before final delivery• Provide consultation to internal and external customers, as a Subject Matter Expert in all function, features, technical options, and processes that are supported by SMG’s applications and systems• Creating specifications and implementation of changes for survey, website and reporting development, and quality assurance of data and formatting• Required to draft up technically-oriented explanations for our clients in terms they will understand• Effectively demonstrate communication, analytical, technical, and problem-solving skills to help support the development processes

• Maintained four different quality controls (Sarbanes-Oxley) to ensure the company continues financial accountability for investors• Performed trending and analysis of 250+ switches down to an hourly level• Performed trending and analysis of the long distance error file and creating change requests to fix system issues and monitoring those requests in a project manager role• Created weekly and monthly productivity reports to be given to upper management and creating new graphs as the needs of the company change• Monitored the long distance (LD) traffic in excess of 3.5M calls per day, as well as worked on trending and errors within the LD billing system• Created an Access Database to automate the LD Error reporting as well as new ways to track and trend the LD usage, that which billed, and that which erred• Created and maintained instructional manuals on several processes, as well as stream-lined the processes to make them more efficient• Researched and aided in the implementation of fixes enabling CenturyLink to bill an estimated $500K more per month during the first three months of working on LD• Created numerous Access databases to audit the billing tables, updating over 250,000 rows of data, ensuring billing integrity and compliance to industry network routing• Stream-lined several manual billing processes to eliminate human error by creating a spreadsheet to auto-calculate the charges• Provided training for team members on Microsoft Access