Develop customer experience strategy and execution from initial point of contact to retention. Manage all onboarding and customer lifecycle communication campaigns including all direct communication with customer and provide coordination with call center outbound retention team and activities. Develop and manage contract renewal communications and support execution of regulatory communication to customers. Define and execute all cross-sell and upsell campaigns. Manage all aspects of planning, executing, evaluating, and continuously improving retention strategy, campaigns, and activities. Develop and manage campaigns across multiple channels working closely with internal team members and third-party agencies to ensure timely delivery. Track performance and report results on executive and detailed level. Analyze results to quickly identify trends and implement appropriate responses. Develop and manage customer Loyalty and referral program; obtaining over 500 members within the first month of launch.

Develop analytical reporting by day, week, month, and year(s) and drive reporting of results in a timely manner and generates new report design, pricing analysis, product structuring and lead list management. Develop relationships and closely monitors the success of sales and retention performance to identify and improve channel efficiency and effectiveness. Manage analyst team to understand the needs of the company and how it relates to strategic issues and use that understanding to drive tactical recommendations. Generate policies and procedures for Pricing, Products, Cancellations, and Leads in support of Sales. Develop pricing and financial model tools to analyze current prices and competitor analysis.

Analyze market data associated with current sales open/closed opportunities. Generate reports for sales based on leads processed on a daily basis through CRM database. Daily review and validate all direct (sales) and indirect (from marketing integrated campaigns) leads as they come in. Run daily closed deal/margin reports from campaigns to analyze marketing ROI. Run potential campaign costs for marketing. Work with supervisor on customer events in conjunction with the marketing agency. Act as back up weekly newsletter distribution for Web Analyst. Develop maps in ArcView for sales reps territory and analyze for telemarketing campaigns. Generate weekly lead report with more 700 leads a month. Process leads in Siebel CRM database and run queries to validate and verify overall Closed Market Value for Marketing ROI.

Plan and execute marketing strategies and objectives. Coordinate logistics for trade shows, to include registering, setting-up and coordinating staff personnel work schedules. Create literature, ads, and graphics for trade shows, publications and sales force. Track, analyze and interpret key market leading and lagging indicators and competitive intelligence. Research and report on new industry target markets for company growth.Develop marketing database for all collateral (literature, promotional items, display management, and publications).Create new product development launch plan to be executed from start to finish of product.Generate policies and procedures for price increases on all product lines.

Developed marketing plan for program to include budget, advertising, promotional items, and annual conference. Hosted service-members, spouses, and civilian employees for focus group projects to assess community needs. Participated in DC on the Department of Army Board for Community Action Plans. Served as chairperson in Germany for several family action support groups meeting the needs of military families with soldier spouses deployed to war in Iraq and Afghanistan. Presented findings to the General of the Southern Germany Region at annual Conference. Managed personnel before, during and after conference.

Led digital, radio, and telephone branches with tangential responsibility for customer service and technical support. Managed office material and supplies for the Deputy Director and 60 technicians. Served as time and attendance clerk. Provided travel guidance to Technical Operations Staff. Assigned orders for government travel. Oversaw logistical distribution of technical systems and components.Developed new visa tracking system for over 50 countries.Created form letters and templates to increase efficiency by 35% of all technical correspondence.Improved customer relations between agencies and reduce interoffice complaints by 10%.