Terri O'Shaughnessy Email & Phone Number

Outcome-driven Customer Experience, Service Design, and Operations leader with a proven track record of building and retaining high performance teams and creating strategic programs to effectively achieve key business objectives.Accomplishments: Service Design• Collect and analyze business and operational metrics in problem areas, identify common themes, determine potential root cause scenarios and pursue data-driven proposals • Develop and influence new service design (people, process and tools) roadmaps to ensure operational readiness and adoption of capabilities being implemented.• Worked with clients Product team in detailed product analysis• Develop, leverage, and influence both new and existing tools to help identify and prioritize where the client efforts and investments should be made • Coached client leadership on the customer experience impact Branding • Expanded brand awareness by incorporating partnered events, advertising campaigns, community outreach, and trade show presence • Prior to site launch developed and managed social media and consumer product marketing initiatives that grew leads from zero to 6,000. Operations• Created and implemented new appliance warehousing and shipping procedures to prevent product damage resulting in a 50% reduction of scrapped goods. • Implemented a back pricing strategy that enabled more competitive pricing, which contributed to a 25% market share increase. Summary of Skills: • Customer Experience• Service and Operational design• User Experience• Strategic program management• Business development• Process improvement and implementation• Training and development• Brand development• Usability testing• Account management

Listed skills include Social Media Marketing, Business Development, Marketing, Start Ups, and 19 others.

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  Kent State University

  Communications And Psychology