Resume

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SPECIALITIES
  • Customer growth and retention • Omni-channel digital customer experience •  Call center •  Web/in-store conversion & engagement •  Customer analytics and process re-engineering •  Marketing Automation • Special focus on cloud-based platform/system integration to maximize and synergize solutions • B2C & B2B in the areas of telecom, QSR / food & restaurant, retail, & software
WORK EXPERIENCE
Shane Co.Director of eCommerce @ Shane Co.

2011 – Present

Responsible for driving sales & ensuring customer service, as well as growth & retention via electronic channels/website and the call center. Additionally, responsible for planning/executing deliverables, operations support, maximizing site results, supporting channel & vendor relationships and managing staff.
  • Key member of Omni-Channel team – integrate web with in-store experience
  • Develop and own customer relationship management strategy and campaign management
  • Define key technologies and solutions to enhance customer experience and productivity for online, call center, in-store and internally
  • Select, negotiate and manage all cloud-based web technology partners/vendors. Responsible for insuring solutions are driving revenue/efficiencies
  • Key stake holder in customer 360/database marketing – develop process/reporting, analyze, recommend, execute loyalty campaigns
  • Lead, mentor and grow the eCommerce team focusing on training and development with a supporting role in the IT Development group
  • Measure, monitor, and report on call center performance
Net-ResultsDirector of Partner & Customer Experience @ Net-Results

2010 – 2011

  • Manage support and consulting teams
  • Oversee new/existing client & partner on-boarding, training and on-going questions for the Net-Results Marketing Automation product
  • Consult clients on best practices on marketing automation (including triggered nurture campaigns, visitor tracking, and CRM integration)
  • Identify and execute the development of support deliverables including wiki, videos, collateral, presentations, events and webinars
  • Monitor system performance and client needs; make recommendations on new features
Access Marketing CompanyAccount Director @ Access Marketing Company

2009 – 2010

  • Devised and implemented a broad range of new marketing and promotional initiatives, focusing on “Business to Consumer” messaging.
    • Email : driving campaign strategy, messaging, development, creative, tracking/testing behavior
    • Loyalty : driving one-to-one messaging to establish brand infinity and frequency
    • SEM/SEO
    • Display Advertising
    • Mobile: recommend and implement SMS, On-Deck/Off-Deck advertising, ring-tone, and WAP services
    • Podcasting: create training/content rich media to encourage consumer interest and re-visit.
    • Video / Demo: Responsible for story boarding, script writing, and producing final products for training, demonstrations, and/or advertising
    • Social Media
    • Customer Forums / BLOGS: Help to create knowledge base applications or BLOGs to promote one-on-one communication with consumers.
QuiznosDirector of Internet Marketing @ Quiznos

2005 – 2009

  • Define & implement the overall internet strategy for quiznos.com, deliverybyquiznos.com & sister properties
  • Create, implement, & track search efforts including paid search and natural search optimization
  • Identify, implement, & track metrics for online advertising, loyalty, email marketing programs
  • Define & implement all emarketing programs (including mobile, gaming, and other emerging technologies
CenturyLink, Qwest, US WestExec Web Producer (Qwest.com/Intranet) @ Qwest (now Century Link)

2001 – 2005

  • Managed a team of web designers and developers
  • Project managed web projects on qwest.com and the intranet
  • Assisted in developing intake & workflow for project
  • Acted as front door/pre-sales for internal clients, primary point of contact for IT and product
  • Conducted usability testing (A/B & Multivariate Testing)
CenturyLink, Qwest, US WestWeb Developer / Marketing Manager @ Qwest (now Century Link)

1997 – 2001

  • Worked in Public Relations, Information Technologies and Human Resources on USWest.com / Qwest.com and intranet platforms.
EDUCATION
University of KansasUniversity of Kansas – B.S. in Journalism / Broadcast News Sequence

1997