Project manager professional, working with local communities following Federally-declared disasters to write grants and obtain assistance to restore safety and quality of life to pre-disaster conditions. Helping to restore life to the way it should be.

Responsible for driving visibility of market trends and opportunities. Created market intelligence engine, identifying and aggregating multiple data sources, and provide analysis and delivery of timely and actionable information to drive new business.

Led newly created Member Experience Department and big data analytics efforts. Instituted new Voice of Customer processes and led customer journey mapping projects.Won Gartner Customer Experience Excellence Award for Innovation in Customer Insights in 2015.

ConsultingDeveloped customer insights and social media analytics solutions for national and international clients in healthcare, retail and telecommunications.

Multi-concept, multi-channel, vertically integrated, retail/CPG market leader in bridal apparel and accessories, with 300+ stores in the US, Canada and the UK.Led strategic planning, data analytics, CRM, market research and customer research.• REVENUE: Identified opportunities and collaborated cross-functionally to launch $200MM in new products and businesses• SATISFACTION: Improved NPS and customer satisfaction scores 31% through process improvements• EXPERIENCE: Created (an award winning) Voice of Customer/Customer Experience and Customer Insights program. Led customer journey mapping projects.• CRM/LOYALTY: Developed vision, strategy and plan, and primary business-side architect of in-house developed CRM system. Led first social CRM efforts. Managed customer database (ten-fold increase during tenure), integrated databases from acquisition business', and improved processes. Improved loyalty programs, digital marketing and direct-to-consumer email and catalog marketing processes. Increased profitability +38%, usability 41%, response rates 37%, timeliness 79% and decreased costs -84%.• ANALYTICS: Provided advanced statistical modeling and analytical support company-wide. Developed segmentation schemas, and established and managed processes for product, message, concept and brand positioning testing.• STRATEGY: Chaired CEO’s task force to design the customer experience of the future, and implement the change management necessary to create a customer-centric organization.

Led market research, customer research, data analytics and predictive modeling.• COST SAVINGS: Identified opportunity and led project with Planning and Allocation department to micro-merchandise store inventory. Reduced costs by $11MM in first 6 months.• CRM: Managed customer database, developed vision, strategy and plan for CRM, and spearheaded efforts to collect customer data at POS register.• RESEARCH: Provided customer, industry and competitive information for major Category Management Process initiative• ANALYTICS: Developed and implemented new store sales forecasting model, real estate expansion plans, competitive forecasting and financial pro-forma models. 101.3% forecasting accuracy, savings $9MM annually in site location decisions.

Led market research, customer research, data analytics and predictive modeling.• RESEARCH: Developed and implemented process to collect customer information and developed segmentation schemas.• REVENUE/EBIT: Utilized customer information to improve marketing and promotional programs (2% increase in revenue and 14% decrease in cost). Utilized customer information to improve product testing and micro-merchandising store inventories (15% increase in revenue and 7% increase in inventory turn)• ANALYTICS: Developed and implemented new store sales forecasting model, real estate expansion plans, competitive forecasting and financial pro-forma models. 97% forecasting accuracy, savings $14MM+ annually in site location decisions.

Led market research, customer research, data analytics and predictive modeling.• RESEARCH: Developed and implemented process to collect customer information and developed segmentation schemas. Results: improved new store sales forecasts, television marketing buys, micro-merchandising efforts and model that accurately predicted optimal number of stores in US.• ANALYTICS: Developed and implemented new store sales forecasting model, real estate expansion plans, competitive forecasting and financial pro-forma models. 98.9% forecasting accuracy, savings $20MM+ annually in site location decisions.• Led competitive acquisition analysis efforts, resulting in acquisition of 4 chains, 214 stores, and $19MM+ profit.• Identified opportunity and spearheaded effort with Merchandise Department to micro-merchandise store inventories.• Provided and improved new product testing (resulting in new product line launch with $15MM+ revenue and $8.4MM profit), pricing and price elasticity analyses for Merchandise Department.