▪ Assess and develop pricing on third-party vendors and tools for additional products and services▪ Serve as key contact person in cultivating long-term business relationships and driving continuous growth▪ Generate and implement client and agency best practices to drive incremental value and return on client’s investment▪ Steer efforts in improving paid search spend for a set of retail clients by setting up new account, campaigns, developing keywords, testing ad copy, administering budget, and landing page strategies▪ Take full charge of determining growth opportunities for clients▪ Demonstrate exceptional leadership skills in presiding over training for newly hired employees

▪ Conceptualized search marketing plans for more than 25 e-commerce websites over a variety of vertical business-to-business (B2B) and business-to-consumer markets▪ Assumed full responsibility in organizing, optimizing, executing, and assessing paid search engine marketing campaigns▪ Employed keen attention to detail in tracking keyword buys with different search engines▪ Executed bi-weekly and quarterly strategy client calls▪ Efficiently delivered written client recommendations and evaluation of results▪ Maintained active involvement in projects to streamline organization’s processes and improve service offerings through▪ Efficiently prioritized on meeting clients’ performance metrics▪ Significantly enhanced conversions on campaigns by modifying current keyword inventory, continually testing ads, and landing pages

▪ Provided consultations to more than 16 e-commerce websites throughout a variety of vertical B2B and B2C markets, which involved apparel, promotional products, packaged foods, gardening products, home décor, hair and beauty, real estate, as well as property management▪ Fulfilled key responsibilities which included planning, implementing, and analyzing paid search engine marketing campaigns; observing keyword buys with various search engines; and expanding current keyword inventory, continual testing ads, and landing pages to boost conversions on keyword campaigns▪ Held accountability in further developing website components which included title tags, meta-descriptions, keyword density, internal and external linking, and sitemap▪ Monitored and evaluated the overall SEO program success with regard to ranking, indexed pages, and back links▪ Applied keen eye for detail in analyzing and examining all outbound messages requiring extreme attention▪ Assumed full accountability in strategy, creative development, audience selections recommendations, calendar, and campaign deployment and reporting of pre-determined KPIs▪ Optimized website performance by creating web traffic reports as well as generating conclusion and recommendations to increase traffic to websites▪ Worked on the click stream and path analysis of sites, user behavior of various segments of sites, merchandising opportunities and page conversion▪ Made use of Google Analytics, Omniture, and in-house created reporting in communicating various information to client base▪ Spearheaded key areas such as paid search, SEO, email marketing, website analytics, and merchandising▪ Capitalized on industry expertise in producing and handling list growth programs

Blue Lake Consulting is a team of customer contact center experts who know call center operations. As part of a team of two founding partners, we have over four decades of practical experience in launching and developing telephone-based entities that excel in sales, customer service, technical support and help desk functions within a variety of industries. In our experience, we have managed organizations that range in size from 20 to 450 agent workstations.Client - Gardens Alive!: Managed a variety of projects including, Call center improvements, Order Entry process improvement, intranet clean-up, Credit & Collections set-up, and a variety of web related projects

Assisted in developing the 1st European Outbound Sales department within Apple. Recruited a multi-national team of 15 sales focused associates and grew team to a total of 26 sales agents. Worked with European segment Managers to develop and initiate outbound call campaigns across multiple business segments, languages and countries. Market segments included: Consumer, B2B, Education Individual, and Higher Education Institutional.

Responsible for managing departmental programs and/or portions of major marketing programs that involved the Apple Store Call Center. Participated on project teams and provided expertise for their specific market segment. Resolved unusually complex problems requiring research, creativity, and development of new programs and approaches. Acted independently in determining the direction of a project.Provided input to business plan strategies and implements their portion of the business marketing and promotional plan.Planned overall market segment programs in conjunction with the Apple Store Marketing Manager. Participated with multiple groups on marketing programs by representing the call center piece of a marketing program within the Apple Store to meet business plan proposals. Recommended solutions on key issues.Managed a portion of an overall budget for a marketing program such as determining the cost of the program associated with the Apple Store Call Center.

Responsible for assessing, designing, delivering, evaluating and updating complex training and development programs/services for a call center environment and how-to sales training solutions. Develop and deliver New Hire Sales Training & integrate with the company's new hire orientation. Continual process improvement and development of call center policies and procedures. Manage third-party instructors to package and deliver third-party presentations. Establish training archive and library (central repository) for use and development of all Apple Store call centers worldwide.

Planning and execution of the User Group Relations Program and related projects (i.e., research existing audience for CEO and Vice Presidents keynote speaking engagements). Primarily focused on all User Group events (general monthly meetings, Regional events, and Vendor Relations), proposed and successfully managed user group marketing opportunities within 2% of quarterly AP budget. Developed and distributed working functional plans to Market Development and Product Managers. Selected and negotiated vendor contracts (e.g., Graphic Designers, Printers, Mail-houses, Equipment Rentals, etc.). Traveled to all major events (i.e., COMDEX and MacWorld) and provided technical presentations as needed.

Key decision maker on development and implementation of new service policies, procedures and internal document creation in the areas of both Inbound and Outbound End-User Sales, Order Entry, Educational Sales, Inbound Customer Service and outside agencies. Performed ongoing need assessment and evaluation of training programs, standardizing information architecture, and product promotions/introductions. In addition, published and distributed weekly newsletter, monthly internal pricing matrix and product packaging matrix to over 300 individuals, domestically and internationally.Information responsibilities included: Project management of multiple product lines, tactical analyses of Direct Marketing, MarComm and PR efforts, as well as, review Channel Sales pricing strategies and structures.