Steven Holman Email & Phone Number

Camarillo, Ca, Us

Partnered with WEX Inc. to launch and adjust Customer Retention Program• Customers calling to cancel service were transferred to Retention Team Reps• Increased save rate from 20% to over 50%• Provided daily, weekly and monthly KPI results reporting to SLT• Increased overall number of calls to reps by 300%Working with a group of 5 dentist practices in the Greater Boston area to help them:• Increase return rate of first-time patients (retention, digital email marketing)• Increase cosmetic dental procedures (up sell/cross sell to existing patients) • Develop and manage reactive retention marketing campaign to former patients

Irvine, California, Us

Director of Marketing – Customer Experience & RetentionFirst hire at pre-IPO SaaS, to focus on the entire customer journey• Established company definition of “active customers” (source - Salesforce)• Implemented company KPI’s to focus on monthly net customer count and monthly churn rate o Improved ’20 vs. ’21 Churn Rate by 13.8% o Improved ’20 vs ’21 Customer Net Adds by 55.1%• Developed 5 unique customer segmentations to differentiate messaging, offers, timing and communications channel• Designed, launched and managed daily administration of Net Promoter Score Survey and quarterly CSAT Survey (Qualtrics Cloud) – generated and reviewed monthly scores with company C Suite level executives• Launched 10 Customer Experience and Retention programs: o NPS & CSAT Surveys, 3 segmented Winback programs, Loyalty Program, Bounceback coupons for first-time customers and multiple new customer rapid uptake programs

Linthicum, Md, Us

Business Data Analysis• Leverage data-driven results to provide monthly business insights and recommendations to C-Suite Exec’s• Tools: Excel, Tableau, HubSpot, Power BIMember Experience, Engagement and Retention• Partner with Member Experience, Insights and business leaders to maintain continued focus on members• Assess trends in transactional member survey results (NPS) an offer recommendations to increase loyaltyProduct Management • Provide data insight to support new member growth via new and desired products• Recommend and support operational process improvements via data insights to further member retention

Linthicum, Md, Us

Data Analysis• Review data of member personas, life stage triggers, and attrition reasons to understand trends and formulate tactical marketing recommendations Member Engagement Strategy and Roadmap• Work within Marketing and cross functionally to ensure continued focus on cross-selling, member retention and building member loyaltyCampaign Strategy• Determine target audience, channels, value proposition, budget and seasonality• Post-mortem reporting of campaigns with Insights and Creative Marketing team

Boston, Ma, Us

B2B marketing (small business focused), call center and operations professional with a proven ability to develop and execute analytics-driven strategies optimizing operational needs and improving key performance results. Strong knowledge base of mobile payment operations. Resulting in an enhanced customer experience and improved business and financial objectives.The following efforts developed based on data-mining to uncover areas of deficiencies:• Launched customer Save/Retention Team - Successfully prevented over 20% of customer from cancelling - Cost of program is 43% of the costs to obtain new customers• Unveiled customer segmented email to early lifecycle to stem early disconnect behaviors at critical touchpoints in customer lifecycle• Inaugurated, managed, and maintained weekly administration of Net Promoter Score Survey – reported and reviewed monthly scores with company CEO with recommendations on improvements• Member of NetSuite (CRM) Launch team and utilized NetSuite to track customer journey and for segmented customer communication• Reported monthly call reasons analysis to EVP of Ops and developed programs to reduce overall call volumeo Implemented change forms on-line – self-help use of forms increased over 400% in first 3 monthso Launched on-line monthly bill statement review resulting in move to paper-less billing saving the company $1 million annually• Developed and shared monthly First Call Resolution to the customer service representative level and partnered with Customer Service Leaders to improve low-scoring representatives scores• Develop, launched and maintained program enhancement to ensure the continuation of $7 million yearly PCI revenue, while decreasing call volumeo Provide monthly reporting and analysis to EVP of Operationso Y/Y cancel rate decreased by 23%• Defined and monitored all program results and established comprehensive post-program return on investment (ROI) analysis to ensure maximum impact to the business

Philadelphia, Pa, Us

Implemented and tracked new product launches, manage and analyze the continued growth of existing cable products including packages and migration of current customers from older, costlier plans to current revenue positive plans. Partnering with Finance and Marketing Sciences to produce and distribute weekly and monthly analytics of multiple facets of business results as well as near/far term forecasts. Results vs. budget, forecast, prior month and prior year - Strategizing programs to lessen impact on Divisional and Regional results - lead team of 2.• Developed and implemented 2 successful programs to migrate customers from legacy products, eliminating unprofitable product packages resulting in significant yearly savings.• Implemented new tracking structures and reporting that provided decision support to senior management on highly successful digital transition program• On-going management of corporate revenue-positive productso Product and Programming Upgrades – pricing/positioningo Collateral Oversight – approvals for MarComo New Product Deployment – Economy Video Package and Super H Package

Philadelphia, Pa, Us

Basking Ridge, Nj, Us

Successfully designed strategy for and managed multiple direct-to-consumer communications designed to engage and drive behavioral changes, achieving industry and corporate records for consumer retention, consumer defection, in-contract rate (for both high value and entire base), and overall growth. Daily management of remotely located inbound call centers and vendor call centers, handling upwards of 65K calls per month (internal and third party). • Directly influenced the retention of over 1.5 million unique customers; contributed to the reduction of best-in-industry defection rate from 1.03% to 0.68%.• Increased the customer in-contract rate from 83.5% to 89% (High Value from 96% to 97%).• Launched and maintained company’s most successful customer WinBack program, resulting in 5.25% of disconnect subscribers returning to company within 20 days of defection.• Contributed to the Net growth of the Company’s Area Customer base which has added over 7.1 million net new lines from 2003 to 2007 by partnering with Acquisition Marketing to formulate retention focused offers (83% increase).• Directed launch and on-going management of New Customer Welcome Call Program, successfully reaching over 325,000 customers.• Launched first-in-company on-line customer retention channel.• Daily management of remotely located inbound call centers and vendor call centers, handling upwards of 65K calls per mo (internal and third party). Developed Business Case and secured approval to increase Call Center Staffing 50%• Managed monthly customer life cycle and renewal communications (over 1 million monthly deliveries of DM, EM, and text) including:o Strategy development and direction of program requirements to Communications team, List Management team, and Call Centers including:• Customer segments, messages and lifecycle position definitions.• Call Center parameters for response to consumers.o Managed program results reporting requirements and distribution of results.

Led strategy, implementation, and reporting of all marketing retention and upgrade programs including yearly budget planning, maintenance, and ROI analysis. Successfully managed internal and external relationships with customer service, dealer support, business operations, sales, and outside partners to maintain consumer loyalty and promote brand among existing consumers and dealers, and increased company revenue via longer term customers and subscription upgrades. Developed and managed staff.Retention• Decreased annual defection rate and increased brand awareness among subscribers.• Developed strategy, designed, implemented, and managed five step retention program.• Redesigned New Customer Welcome Kit, increasing ease of use and customer satisfaction; decreased delivery time of kit from one month to under ten days.• Designed “Best Customers” benefits program.• Reviewed, hired, and managed loyalty agency for roll out of customer loyalty program.• Developed successful campaign for subscribers disconnecting due to “moving”.Upgrades• Increased average revenue per subscriber (ARPU).• Increased revenue and decreased CSR calls from new customers via implementation of New Customer Welcome Call Program.• Achieved 38 percent penetration of new programming package in less than a year.• Amplified penetration level of high-end program packages by 7% and increased revenue $630K per month.

Lead field account services person on the Bell Atlantic Mobile (now Verizon Wireless) advertising account.

Managed the sales and marketing of TGC to cable systems in multi-state territory.

Ba, History

Education record

Education record