Valisa Downing Email & Phone Number

Grand Rapids, Michigan, United States

-Accountable for the CX strategy and execution -Launched and manage customer centricity score to better inform strategy and growth -Launched and continue to nurture design thinking training and community of practice -Mine and share tools and frameworks that bring the voice of the customer into current processes, supporting prioritization and decision making

-Oversaw the Program Management Office that supported the department's strategic initiatives-Supported in development of operational strategy, led project management teams, and implemented large scale change introducing the PMO and Skills Matrix-Ensured that Lean Manufacturing Principles, Quality Standards and the Voice of the Customer were reflected in all project results

- Led the strategy and team around providing a differentiated customer experience for our most complex customer opportunities- Built contingency plans to mitigate risk around unique customer demands while driving systemic sustainable change as new needs arose or root cause was identified- Partnered with our Work from Home Category to understand new customer needs and drove the development of capabilities and processes throughout operations- Provided direction and agility working through the essential orders process to drive a clear message to our operations teams and customers on what can be pulled into production during the pandemic and time of mandatory shutdown- Implemented a new service model and capabilities needed to respond to the trend in co-working spaces

Greater Grand Rapids, Michigan Area

-Provided an unparalleled level of customer service to our sales organization, dealer network and various internal departments-Served as a leader and resource; encouraging personal growth and the use of new processes, tools and technology as implemented to improve effectiveness-Worked cross-functionally to lead continuous improvement projects for processes that are broken or in need of improvement and continuously seek ways to improve standard work for our department-Used the art of negotiation and persuasion with internal teams to ensure excellent performance across the entire value stream -Designed, prototyped and implemented reorganization for the Order Fulfillment Department

Greater Grand Rapids, Michigan Area

- Managed customer order process, being proactive with incoming opportunities, setting dealer and customer expectations accordingly and planning for success through the project management cycle- Maintained relationships with sales, operations and dealers, to foster collaboration in exceeding customer's expectations- Coached dealers and colleagues in improving processes and sharing knowledge of order management

Greater Grand Rapids, Michigan Area

- Served as an ambassador for the University both on- and off-campus to prospective students, alumni, businesses, and organizations- Planned and administered recruitment activities including campus visits, presentations, networking events, meetings, and seminars- Sold and consulted prospective students on the admissions process and opportunities Northwood had to offer- Met enrollment goals while taking on additional territories, projects and programs as needed- Created developmental partnerships with local businesses while promoting Northwood’s Idea and encouraging enrollment

Oakland Ca

- Effectively used time management skills and sales knowledge to prospect and sell season tickets, group tickets, and suites- Demonstrated leadership skills through managing the Oakland A’s street team and assisting with sales promotion at community events- Ensured repeat business by providing superior customer service to clients, while visiting on game days, and managing accounts- Contributed to record breaking season while meeting all group, season ticket, and suite sales as a team in 2012

Greater Grand Rapids, Michigan Area

- Awarded 2010 Employee of the Year- Ranked 9th out of 129 in the AHL Western Conference for tickets and revenue sold for 2010-2011 season- Met and exceeded game by game goals and seasonal goals while managing current accounts and assisting other account executives- Contributed to a record breaking sales seasons in 2008-2011 increasing total tickets sold, total revenue, and total price per ticket- Assisted in the development of new accounts as well as group sales account executives- Served as sales intern manager- trained, managed, and motivated interns while exceeding their team goal in new revenue

-Interacted with clients to generate repeat and referral business, with $774k new money in 2008-Demonstrated communication and problem solving skills while assessing customers needs-Set and achieved weekly and monthly goals while competing with colleagues-Motivated team members and tracked sales results while fulfilling the role of Branch Captain

- Researched and produced reports advising growth potential in various metropolitan areas- Demonstrated organizational skills through managing complex projects with limited supervision - Managed time wisely while developing Growth Strategy Projects for Marathon's Speedways- Set personal goals and promptly met deadlines

- Gained knowledge regarding sales in sports and entertainment - Learned to relate to different clients making 30-40 cold sales calls per day- Established and maintained a client base for the 2006 baseball season- Organized and maintained Project Kids and birthday parties

Master Of Business Administration (Mba)

Bba, Sales And Business Marketing, Cum Laude

Activities and Societies: Phi Chi Theta-Professional Business Fraternity Jaycee Softball and Tennis at Muskegon Community College