Mark Krupinski Email & Phone Number

Orlando, Florida, Us

• Revamped product line and service offerings, leading to an average 40% increase in customer lifetime value, 200% boost in user engagement, and a 27% uptick in client financial benefit utilization.• Created easy-to-use training materials and online tools for our business partners. This made selling products faster and easier, which helped the partners' sales teams increase their sales value by 30%.• Led the overall organic content strategy to support performance marketing objectives, fostering awareness, consideration, purchase, and retention through tailored written and visual content.

Tampa, Fl, Us

• Designed, developed, and integrated on-demand training and pre-made SaaS materials for B2B partners, streamlining the sales process and resulting in a 30% increase in lifetime value for the partnership sales team.• Led initiatives in SEO, SEM, social media, paid media, video, and referrals, consistently driving leads and conversions.• Served as the Research Lead for Bisk Ventures, identifying new revenue streams and assisting with growth strategies for specific investments.

• Directed initiatives that led to an average 168% YoY increase in customer lifetime value and sustained the company's run-rate at an average 92% growth YoY.• The B2C website received an average of 1.5 million unique visitors each month; collected over 70,000+ email addresses monthly, with an average conversion rate of 5% or higher to paying subscribers.• Implemented the Net Promoter Score program and streamlined system communications, leading to an increase in client retention to 85%.

Altamonte Springs, Fl, Us

Created, developed, and managed client social media campaigns with a focus on soft and hard ROI. Accountable for four direct reports, as well as media audits, social media measurement, sentiment analysis, social recruiting, online reputation management, account management, brand monitoring, community management, customer account expansion, conversion architecture, and corporate social media.• Black & Decker, SeaWorld, Wente Vineyards, Food Network, Solstas Lab Partners, Johnson & Johnson, and Disney were among the clients who saw average audience growth and reach increase by 10% month over month (MoM) while also saving money on operations.• By implementing the Net Promoter Score program and streamlining system communications, we were able to increase client retention to 85%.• The conception and implementation of self-serving customer support web resources reduced call center operational costs by $200,000.

Bloomington, Mn, Us

Developed system-wide social media strategy and formalized community management of ongoing digital communication efforts. Responsible for four direct reports and customer service oversight via brand social media platforms, social media measurement, social recruiting, online reputation management, brand monitoring, social media training, and corporate communications.• Within 9 months, boosted organic search traffic to the corporate website by 25% and overall traffic by 10% through the usage of various social media channels.• User interface changes increased online traffic to the employee site by 15% month over month.• Through a number of platforms and tools, established and directed the creation of a brand monitoring initiative for Rasmussen, Inc., Rasmussen College, and Deltak edu, which included 15 partner schools.• Utilized Facebook to contact with current and former students, as well as execute effective engagement projects.

Maitland, Fl, Us

Oversaw product lifestyle management of private label website including visual merchandising, site navigation, transaction processing, on-site promotion management, and site analytics.• Implemented a 35K+ member online community including message boards, blogs, client forums, polling, and interactive training programs.• Directed the development of a consumer website for the acquisition of new travel leads, resulting in a 15% increase in membership retention and a lower cost per acquisition (CPA).• Through the usage of forums, interactive communication, and a redesign, the Net Promoter Score was increased by 20%.

Maitland, Fl, Us

Led Sales Department of 30+inbound and outbound sales staff. Ownership included monthly sales goals, staff training, department budget, revenue projections, and business development.• Maximized GDS (Amadeus, Galileo) and Web based sales platforms to both increase gross sales by $275,000 overall and ensure segment commitments were achieved.• Implemented solution based sales scripting for training, inbound, and outbound sales agents thereby increasing conversion rates by 4% and reservation stick rates by 15% in the first six months.

Fort Lauderdale, Florida, Us

Coached Sales Team of 12 outbound sales staff and responsible for monthly sales goals, staff training, and business development.• Analyzed current marketing model and implemented both behavioral tactics and structured lead management to increase daily sales by $45,000.• Decreased individual contact management databases by 25% through better call handling techniques and an endless referral system.

Responsible for sales and customer service staff ranging from 10-30 direct reports at any given time. Supervised day-to-day operations of inbound and outbound call center, customer care inquiries, escalated customer issues, and staff training.• Coordinated efforts with Senior Team to revamp both internal and external procedures that led to increased departmental productivity by 30% and decreased inquiry turnaround time from five days to two.• Restructured monthly reporting to include department-specific customer service issues which led to a decrease of lost revenue by guaranteeing consistent handling of all issues. • Probed potential variables for lost revenue and implemented customized training courses for probationary employees, which led to savings of $60,000.• Conceived and implemented formal employee performance review process and rewards and recognition for multiple departments.

Miami, Florida, Us

Supervised Sales Team of 12 outbound sales staff and responsible for monthly sales goals, staff training, escalated customer service issues, and business development.• Identified an information gap to outside sales force and initiated a marketing program focused on distressed inventory which created a 10% increase in net revenue.• Established 1st email business group within the organization.

Master Of Science, Criminology & Criminal Justice

Bachelor Of Science, Criminology & Criminal Justice