• System administrator and manager of digital ecosystem for employer-based healthcare solutions. Expertise with Salesforce, Eloqua, Adobe AEM, WordPress, Magnolia, and Marketo, to help align marketing strategies and campaigns to business goals.• Copywriter for varied B2B tactics including webinars, long-form case studies, white papers, eBooks, blogs, social media, internal and external communications.• Develop comprehensive content strategy for two B2B organizations with focus on ever-green content and targeted lead generation and account-based marketing campaigns.• Create, manage, and execute content calendar and reporting dashboards to measure success of marketing campaigns, both passive and active. • Develop and implement new Marketing Qualified Lead (MQL) framework to fit with very specific B2B organization focused on employers to help maximize lead flow and handling.• Collaborate and connect projects with multiple parties from key stakeholders and sales to outside agencies, while leveraging internal teams and resources for optimal campaign experiences.• Manage launch and deliver tactics related to the yearly release of the largest publication for employer business within Quest Diagnostics, the Drug Testing Index. Actively partnering with strategic PR teams, agencies, key internal stakeholders, and sales while leveraging multiple channels to promote and enhance reach of this critical report.

• Create, build, and activate marketing automation campaigns through the Eloqua platform for sales, customer experience, account management, business operations and marketing.• Contributed to marketing activities to position Quest Diagnostics drug testing services to meet annual revenue goals and gain market share through lead generation efforts, website, and content optimization.• Copywriter for varied assets like webinars, long-form content in case studies & white papers, blogs, social media, internal and external communications.• Oversee the deployment and execution of B2B market research to gain insights in buyer attitudes and brand awareness.• Work closely with sales, brand, and corporate marketing to design demand marketing strategies to optimize the lead generation and sales funnel to improve lead growth and nurturing.

• Content creator for multiple channels: blog, social media, website, internal and external communications, email • Alongside a small marketing team, help to generate over 20,000 leads per year through industry-leading content marketing• Email marketing administrator for CRM tools including Marketo, IBM Solutions (formerly Silverpop) and Salesforce for monthly newsletter, email and nurturing campaigns• Website and intranet content manager via Magnolia and OpenCMS • CRM Lead automation, campaign and case layout creator for marketing (Salesforce administrator)• Photographer for products, social media, and externally facing campaigns• Social media content contributor utilizing HootSuite for Facebook, LinkedIn, and YouTube• Event planner for over 20 trade shows and conferences per year, and yearly sales conference • Team trainer on systems and day-to-day standard operating procedures • Manage relationships with multiple vendors to optimize third-party marketing outputs

• Re-shaped employee on boarding through new training programs • Active succession planning and career development with department team leads• Led team of 36 representatives responsible for over 2,000 inbound customer contacts daily• Performance metrics implementation, resulting in lower call handle and hold times• Mentored, trained, and empowered future leaders by building pods and job shadowing program for team leads to learn how to handle employee discipline and motivation• Call queue active, real-time management through AvayaCMS• Created centralized hub for employee performance, attendance, and coaching • Implemented call quality assurance guidelines, metrics, and objective call monitoring evaluations

• Led up to 14 customer service representatives through three different high risk departments as well as the international team, who handled primarily Spanish speaking customers• Managed a portfolio of over 87,000 accounts as the Loss Mitigation Team Leader with an overall value of nearly $3.5 billion• Worked closely with Human Resources and recruiting to hire new talent and led dozens of interviews for potential candidates• With goals to mitigate losses for the company, led team to salvage up to $2.5 million in losses from 2008 – 2009• Responsible for the development, monitoring, and coaching of team members• Completed monthly, quarterly, and yearly feedback and evaluations presented to validation panel of senior management

• Managed an individual portfolio of 150 accounts, placed over 200 cold calls daily in order to drive down deficient status on accounts• Generated customer loyalty while supporting financial services through strong customer focus and commitment to excellence• Mentored new employees as a coach • Provided insight to Human Resources by attending recruiting tradeshows in to increase brand awareness

• Tasked with detailing inventory of U.S. manufactured products in Hong Kong• Researched potential markets where U.S. goods could be sold through sponsorship from the Department of State’s Agricultural Trade Office• Developed targeted marketing strategies to help infiltrate local suppliers and distributors • Organized spreadsheets with historical statistical data