• Served as member of Marketing Leadership Team, contributing cross-functional thought leadership• Provided department leadership, management, and staff development• Led special initiatives aimed at improving customer experience, internal efficiencies, and cost reduction• Integrated business acquisition marketing personnel into departmental organization• Provided account management for strategic vendor partnerships

• Served as member of Marketing Leadership Team, contributing cross-functional thought leadership• Provided department leadership, management, and staff development• Budgeting and P&L responsibility• Designed, implemented, maintained, and improved marketing services and customer-facing work processes• Led and managed cross-functional projects to achieve business goals• Supported ongoing efforts in the retention, skill development and recruiting for Marketing Services personnel

• Served as a member of the Executive Team, providing cross-business line thought leadership• Owner of CEM division’s strategic and tactical direction and implementation• Client and vendor relationships in support of large, ongoing customer satisfaction/loyalty measurement programs• Budgeting and P&L responsibility• Staff selection, hiring, development and performance management, including middle management professionals, account executives and consultants, research scientists and analysts, programmers and web developers, quality control analysts, and administrative support• Formalized internal best practice business controls ensuring consistency in the development and execution of client deliverables• Spearheaded change management efforts to strengthen marketplace competitiveness through expansion of product offerings, integration of business intelligence systems, and overhaul of quality assurance methods pertaining to software application development and testing

Directed staff on three cross-functional, client-focused teams engaged in the delivery of customer satisfaction and employee opinion survey programs for a wide range of consumer companies, non-profits, associations, and government agencies.

Facilitated the integration of staff and client programs from a company acquisition into Questar’s existing marketing research line of business, supporting survey programs in the automotive, restaurant, health insurance, and business-to-business marketplaces.

Increased patient satisfaction survey revenues in healthcare insurance and home mortgage markets through relationship building with clients by providing a consistent external perspective that influenced marketing plans and the quality of customer service to clients’ consumer and business-to-business stakeholders.

Rockwood Research was a marketing research subsidiary of Farm Journal and later of the Tribune Company, providing customized qualitative and quantitative primary research services to various sectors of the agricultural industry, including feed and seed, crop protection, animal health, and farm equipment companies, as well as the advertising agencies supporting their marketing efforts. Positions held within the organization included Telephone Interviewer, CATI Data Collection Supervisor, Focus Group Coordinator, Research Analyst, Project Director, and Account Executive.Responsibilities entailed survey research design, implementation and reporting; project management; conducting in-depth and small group interviews; supervising focus group facility; and business development activities aimed at diversifying the client base beyond agricultural companies.