Dr. Reinaldo Llano, Jr., Mba, Dba Email & Phone Number

Tampa, Fl, Us

Promoted to consolidate two critical areas (Membership and Volunteers Services, and Customer Experience) to lead an enhanced member experience to drive improve revenue and retention results, stand-up a new volunteer management function, and maintain customer service excellence.• Lead team of six (6) that is responsible for membership sales revenue and benefits fulfillment, volunteer management and training, member/customer experience and support, and sales fulfillment operations for professional development areas.• Successfully redesigned the BICSI Membership program resulting in board approval for implementing a new membership program framework that converts a single-tiered individual membership program into a multi-tiered program with new and enhanced benefits and price points, introduces a new complimentary membership for credential holders, and reimagines new tiers and benefits flexibility in a static Corporate Membership program.• Increased global membership numbers by +21.8% in the first year• Grew overall membership revenue by 2.9%, resulting in seven (7) consecutive months of exceeding monthly revenue budgets• Launched three (3) new regional affiliates with local entities focused on serving the ICT communities India, Caribbean and Latin America, and Southeast Asia to grow membership sales and further BICSI’s mission through local events• Partnered with internal and external stakeholders to design, test, and execute a Digital Transition Project focused on enhancing the overall member/customer experience throughout various platforms (eCommerce, Customer Service Center, Membership Dashboards) while implementing tools and data infrastructures to maximize online marketing, engagement, and business intelligence features• Designed new outbound call campaigns focused on driving membership sales/renewals, improving US Conferences Registration revenue, and lifting instructor-led training course enrollments in support of Professional development revenue

Tampa, Fl, Us

Reporting to Chief Impact Officer, hand-picked to evolve customer experience and imbed customer experience practice and improvement throughout the organization through customer feedback, digital transformation, data organization and collaboration.• Lead team of 4 that is responsible for customer experience, sales operations and follow up support for customers• Implemented newly designed customer journey to reduce customer effort for accessing certification content and training• Charged with assisting in driving untapped revenue opportunities: 1) Designed and implemented outbound sales campaigns to encourage and promote repeat purchases from newly credentialed members; 2) driving lapsed training customers campaigns who were affected by COVID; goal to recognize $100K in revenue by end of year • Diagnosed and set up new Customer Engagement strategies after data showed 71% of new customer profiles had no sales activity• Ensures payments are processed and billing is generated on time• Role expanded from prior role as Director Customer Care and includes programs listed below

Tampa, Fl, Us

• Promoted to create and lead a dynamic global Customer Care Department responsible for responding to 43K+ customer contacts resulting in an additional $1.5M+ in sales annually • Designed and implemented first ever customer experience research and feedback loop to inform sales and operations of customer needs and expectations• Established a post-purchase customer research program, averaging 6.2% completion rate annually, to measure critical factors and identify gaps in customer care• Created tracking and following up mechanism for non-closed sales, leveraging communication automation –bettered quotation invoice processing rates from 37% to 68% in 2 years.• Analyzed research findings to track essential Customer Care KPI’s and implemented standardized reporting to senior management; results improved customer effort pain points for purchasing and accessing training; resulted into improved customer communication on website which evolved clarity of policies and procedures and website content; redesigned customer contact for incoming and outgoing experiences• Centralized process for AMS upgrades/technology upgrades across all departments to ensure consistent approach to website change deployments; efforts resulted in reduction or elimination of customer issues• Leveraged customer feedback to design improvements in process time in the overall online Customer Care experience reducing customer effort

Tampa, Fl, Us

Reporting to VP Marketing, Membership, & Business Development in a newly created position, hired to evolve and manage website and ecommerce platform to enhance the customer experience and increase completed trainings by members. Goal was to synthesize the communication of complex concepts to members and other stakeholders about BICSI products and services across a wide variety of channels—print, digital, direct mail, social media, video and webinars. • Hired in newly created role to identify, establish, measure and report metrics for digital marketing effectiveness• Leverage data analytics to improve both email and digital marketing effectiveness, including digital advertising messages, strategies, and channels, resulting in 25% revenue growth annually• Led page design and content creation to modernize customer education and information• Defined focused strategy for media plan and audience targeting – investing $150K budget • Established strategy for CRM implementation and data structure and capture, to enable follow up for sales leads and future additional purchases• Leveraged CMS capabilities to design pages and launch improved content and page flow; plan, create, monitor and edit web content leveraging Sitefinity CMS• Refined approach to email marketing strategy and messaging to drive current customer sales growth• Stood up Google Analytics to measure site effectiveness via dashboards creation, tag management, etc.

Winter Park, Fl, Us

Pursued and Completed PhD program Initiated work on PhD program and focused on completion post Bright House tenure. Completed and published dissertation on the effect of customer experience on the single traveler. Also fully vetted entrepreneurship of business startup for single travelers with relevant itineraries. First-Time Travel Entrepreneur DevelopmentBusiness concept development during Business Doctorate Program• Company developed to create and coordinate wine tours in Spain for first single travelers with Slow Wines partnership• Developed business plan, tour itineraries, marketing plan, identified staffing• Earned coding certificate in 2018 in order to manage website, produce content and manage media plans and execution to drive interest and demand• Offered and accepted newly created digital marketing role at BICSI (see above)

Initiated formal effort to develop talent pipelines for junior web developers through coordinated robust programming and networking opportunities, driving meaningful engagement, valuable job search skills, and deep connections in Orlando tech community to find full-time employment post boot camp certification.• Created and leveraged Meet Up tech platform in Central Florida with partnerships with web development companies to introduce new coders to recruiters• Provided career coaching and mentorship for up and coming coders seeking first time positions• Educated junior developers to learn the “business side” of employment and understand how coding impacts business, customer experience and sales• Moved to Tampa for new marketing role and project disbanded

East Syracuse, New York, Us

Director, Corporate and External Partnerships 2012-2016Director, Corporate Community Relations 2007-2012Developed and leveraged inter-community relationships in regional and local government as well as influential community entities and businesses that translated to an improved customer success model and subsequent positive brand sentiment.• Created, cultivated and managed 30+ content network partnerships to secure resources and sponsorships in order to develop community entertainment events that enhanced the Bright House brand in the community: Secured sponsorships, drove branding for initiatives, created PSAs, created and executed events • Researched initiatives in the communities served, developed and presented annual community relations and PR plans, procured approval and budget; measured impact to community in terms of awareness, positive brand intent to ensure coming years budget approval• Provided oversight and accountability for all financial functions within the Corporate Communications divisions, including the administration of more than 2,000 grants and sponsorships annually totaling more than $4 million in spending.• Produced 2 documentaries on impact into schools that brought awareness to much needed corporate support in communities to encourage growth of overall business support for struggling community initiatives • Managed team of 2 direct corporate staff and 17 public relations field staff

East Syracuse, New York, Us

• Managed programs and community initiatives that garnered positive “PR” for Bright House, separating it from other cable providers as a deep supporter of the communities it serves• Developed and implemented strategic corporate communications and marketing plans that resulted in high brand recognition (and net favorable NPS scores) with customers, our business and government leaders, and nonprofit partners. • Sponsored community initiatives that invested $1.5MM+ in after school programs and raised an additional $150K via corporate sponsorships • Created, executed, and measured research-driven multi-state CSR strategies and programs that furthered company-wide philanthropic goals and objectives, investing in education and after school programs, with an emphasis on S.T.E.M. • Managed department budget; paid invoices; assisted with procurement processes

Time Warner Inc. (acquired by AT&T) was the largest media and entertainment company with brands like Warner Bros. and New Line Cinemas, HBO, AOL, Warner Music Group, Turner Broadcasting, Warner Books, and Time Warner Cable. Assistant Manager, Finance & Operations, Corporate Social Responsibility (January 2003 – November 2004)Foundation Coordinator, Corporate Social Responsibility (February 2002 – December 2022)Coordinator, Corporate Collaboration, Corporate Social Responsibility (January 2001 – January 2002)• Started as intern and advanced quickly in department with three promotions in four years• Established internal workgroups composed of senior executives across 11 business units to maximize customer relationships around three key stakeholder groups: African Americans, Hispanic, and Education Partners• Developed and trained a network of 120+ users globally to adopt new technology designed to track and report on $100M+ in corporate philanthropic spending across 11 business units• Led data integrity and on-time reporting initiatives to ensure accurate data analysis to Senior Management• Negotiated adoption policies and procedures to meet business unit needs.• Provided consulting services to engineering; redesigned processes and procedures to maximize technology efficiencies • Oversaw accurate and timely tracking of CSR budgets, and disbursement of both approved Corporate and Foundation funding

Executive Doctor In Business Administration

Certificate Of Completion, Coding Boot Camp

Digital Marketing Certification

Namic Eldp, Executive Leadership

Master Of Business Administration (Mba), Business Administration And Management, General

B.A., Spanish & Hispanic Studies