Valerie Kniffen Email & Phone Number

St. Louis, Mo, Us

■ Successfully led a virtual team of 6 to deliver in just 8 weeks the internal communication plan, program rollout, and training content for 40K users of a new core CRM business tool.■ Reduced redundancies by 35% and rework by 42% with consistent methodologies and streamlining of processes that brought siloed employees under a new efficient umbrella.■ Collaborated with 100+ sales operations and sales teams to radically turnaround 30+% of existing and new client relationships in jeopardy and saw a 67% reduction in sales team errors in the 1st month.■ Leveraged knowledge of market pricing to negotiate 50% lower vendor costs and provided greater ROI on a massive tech investment.■ Transformed a virtual team with low morale and a lack of training to an incredibly loyal, high-performing collaborative group who achieved $250K savings in consulting fees in its first year of cohesion.■ Achieved a 98% utilization rate across 7 divisions in the first 8 months of successfully launching a $1.5M CRM tool.■ Served 4+ years as mentor to internal future leaders in exclusive program with only 12% of applicants accepted after being recommended by senior leadership.■ Quickly developed comprehensive and concise communication strategy for 1,000 internal employees that saw immediate results in the first 24 hours of use and ultimately contributed to a 25% increase in productivity.■ Transformed a siloed, burnt out, and overworked team environment into one where individuals celebrated differences and built trust resulting in 100% team retention, improved work life balance, and a whopping 60% reduction in errors.■ Increased pivotal customer survey completion by 20% and saved $10K annually in external fees with more timely, more targeted, and more branded influential communications.■ Directly contributed to achieving the highest customer service metrics in the industry and built the automations that allow real-time tracking and monitoring.

Former title: Engagement Lead■ Built a ‘single source of truth’ for customer data resulting in client upsells, shorter customer support resolutions, and recovering $1M+ in wasted employee productivity annually.■ Developed the marketing insights capturing key organizational strategic efforts that drove a 50% increase in recognition of customer accounts in jeopardy and improved retention.■ Solved in 5 months an issue languishing with others for 3+ years; built an automated communication strategy for CEO customers with a 63% open rate and average user views of 3.48X/send.■ Created a formal customer engagement lifecycle program including marketing/sales, account management, and implementation teams that reduced 80% of customer concerns pre-launch, drove 50% higher customer personalization, and 100% positive customer feedback.■ Skyrocketed value of communication investment and efforts through data and tracking for internal and external audiences.■ Uncovered and solved a 30% redundancy rate with customer data sets collected that contributed to customer frustration and inefficient problem solving; grew customer responses by 50% contributing to incredible YOY profit growth.■ In under 18 months, coached leadership through new vendor selection process and facilitated the launch of a 20K member community platform moving seamlessly from on-premise to cloud.■ Key leader in building customer metric programming, data capture, and dashboards offering transparent insight for the first time in company history into ROI of marketing spend and insight at customer account level.■ Partnered senior leadership in creating transformational customer data programming that tied bonus structures to accountability for client deliverables on customer teams ensuring higher touch, more profitable accounts.

Former titles: Sr. Comm Specialist, Comm specialist.■ Built cutting-edge video production that was market leading during my 6 years of tenure.■ Deftly developed a comprehensive press-release project plan, increasing media press pick up by 5X in its 1st release.■ Created modern, comprehensive bi-annual ad campaigns driving 267% implementation pipeline growth.■ Redefined cultural norms and cultivated powerful internal communications with HR partnership driving a 22.22% reduction in turnover and improved employee engagement.■ Created watershed shift in internal perception of ‘artsy’ communications team with soft ROI to a respected comms strategy that included developing a corporate wide operational dashboard measuring all key company strategic initiatives.■ Served as an executive communications coach for BoDs, ELT, and key senior leadership, partnering in ensuring their concepts and messages reached targeted audiences and building their stage presence, confidence, and relatability.■ Strategically cut annual conference time by 50%, reducing costs and operational strain while growing customer attendee's numbers 154.6% with 95% above average value and satisfaction directly correlated to an increase in customer attraction.■ Managed virtual and in-person events from small groups to those over 5K people while remaining under budget 100% of the time compared to 30% of previous events landing over budget.■ Crafted annual reporting for a $265M tech co-op that provides the backbone for utilities across the country contributing data for national and global economics.■ Built ‘personalized’ ghostwriting approach to internal communications that increased employee learning registrations by 35% contributing to engagement and productivity.

Chesterfield, Missouri, United States

■ Created award winning corporate video productions positioning a company as the global electronics leader it is today with a video budget of just $100K.■ Led and designed global marketing and communications initiative in first of its kind effort with annual $750K spend that won contracts with highly sought after technology brands in new country markets.■ Overcame brand disparities across numerous international acquisitions and build consistent ‘one face’ customer branding regardless of location.■ Developed and executed focused marketing strategy, modernizing outdated collateral and approaches that increased sales of emerging products.

St Charles, Missouri, United States

■ Dove into audience research to source stagnation in followers and changed focus with targeted content and design that resulted in a 20% increase in readership and advertising revenue.■ Spotlighted visibility and coverage of local non-profits that saw an increase in local donations for one and raised $25K annually for another.■ Developed a keen eye for detail and a holistic understanding of processes that reduced 75% of rework.

Ma, Communications, Emphasis In Promotions

Bachelor'S Degree, Multi/Interdisciplinary Studies