• Engineered a strategic framework and articulated key recommendations for the initiation and execution of a robust customer retention program, aimed at bolstering customer loyalty and diminishing attrition, to ultimately protect annual revenues in excess of $27.4M• Pioneered customer segmentation analysis and synthesized cutting-edge customer segment research into a Chooser Playbook, aimed to equip the Category & Marketing teams with actionable insights & learnings to support revenue… Show more • Engineered a strategic framework and articulated key recommendations for the initiation and execution of a robust customer retention program, aimed at bolstering customer loyalty and diminishing attrition, to ultimately protect annual revenues in excess of $27.4M• Pioneered customer segmentation analysis and synthesized cutting-edge customer segment research into a Chooser Playbook, aimed to equip the Category & Marketing teams with actionable insights & learnings to support revenue growth of $18.5M Show less

• Built a comprehensive 5-year business case with escalating annual budgets ranging between $350K to $1M for a S&P 500 client that sought to identify and procure marketing assets throughout the professional golf industry • Led a $200K creative campaign refresh of a Fortune 500 client's static and digital marketing assets deployed at Mercedes-Benz Stadium across a 14-month timespan • Supported the negotiation and completion of an asset swap of marketing deliverables collectively valued… Show more • Built a comprehensive 5-year business case with escalating annual budgets ranging between $350K to $1M for a S&P 500 client that sought to identify and procure marketing assets throughout the professional golf industry • Led a $200K creative campaign refresh of a Fortune 500 client's static and digital marketing assets deployed at Mercedes-Benz Stadium across a 14-month timespan • Supported the negotiation and completion of an asset swap of marketing deliverables collectively valued at $350K between a Fortune 500 client, the Atlanta Falcons, and the Atlanta United Football Club• Managed and executed 8 events and experiential campaigns at client-sponsored venues throughout the United States that resulted in a cumulative agency revenue of $195K Show less

• Spearheaded the initial product development of Upnetic’s Legal Services and a subsequent innovation of service delivery to minimize client touchpoints & agent occupancy rates• Resolved escalated service delivery cases between clients and legal service providers and drove a 65% decrease in agents’ call escalations in conjunction with Upnetic’s partners at Legal Club of America• Integrated call analytics into Customer Service decision-making procedures using the Dialpad Contact Center… Show more • Spearheaded the initial product development of Upnetic’s Legal Services and a subsequent innovation of service delivery to minimize client touchpoints & agent occupancy rates• Resolved escalated service delivery cases between clients and legal service providers and drove a 65% decrease in agents’ call escalations in conjunction with Upnetic’s partners at Legal Club of America• Integrated call analytics into Customer Service decision-making procedures using the Dialpad Contact Center Interactive Voice Response (IVR) system• Addressed weekly ad hoc requests, such as conducting quality assurance audits of Upnetic’s small business services and testing the viability of its online products and SAAS solutions Show less

• Consulted and advised 1,500+ business owners and start-ups regarding a wide variety of small business topics, including the flurry of congressional legislation impacting small businesses during the COVID-19 pandemic• Coordinated with company leadership to develop a How to Start a Business eBook on behalf of Automatic Data Processing, Inc. (ADP) and the U.S. Chamber of Commerce

• Developed financial plans for 3 to 4 client cases with direct guidance from the Director of Financial Planning and Principal Advisor• Thoroughly trained on eMoney Advisor and Redtail software

• Designed and executed a revision of the International Wire & Cable (IWC) Department's customer order information compartmentalization and structure • Amended IWC’s mass data management of customer orders in order to advance the department's Net Promoter Score

• Transcribed for various financial institutions, advisors, and consultants subscribed to the Copy-Talk Mobile Scribe service.

Developed advanced customer service skills and assisted customers with shopping needs as a floor agent.