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Customer Relationship Management



Customer Service

Team Building

Process Improvement

Data Analytics

Email Marketing​

Work History
Email Marketing Manager 02/2015 to Current San Francisco, CA

Evaluate and maintain BlueShift ESP interface. Develop and implement email campaigns across 7 different websites. Monitor and analyze performance data for all marketing email campaigns, then develop and execute testing strategies based on that analysis.

Work with multiple departments to execute on launch of new email campaigns. Partner with and support site product teams to ensure OKR's are met on a personal, team, and company level. 

Customer Service Manger 04/2011 to 02/2015 San Francisco, CA

Set up and launched customer service operations in Manila, Philippines and Bucharest,Romania in support of new product site launches.

Worked with 3rd party vendors to assure SLA's were met and exceeded. Developed customer service training materials and ran initial training classes.

Gathered customer feedback via surveys and testimonials for use by the Product and Marketing teams. Monitored social media outlets and scheduled social postings via HootSuite. 

Managed and responded to BBB and Attorney General complaints before transferring those duties to the legal team. Then supported legal by investigating and providing customer information to respond to complaints.

Operations Manager 12/2009 to 08/2010
United States 2010 Census Sandy, Ut

Operational manager for call center dedicated to answer questions from respondents to the 2010 Census as well as to gathering correct information through outbound calls. Primary functions include managing daily call center operations, working with supervisors to ensure all KPI's are met and exceeded, and ensuring that the center meets its financial targets. Review and resolves issues affecting floor operations, quality and performance objectives.  

Helped organized and execute plan to train and deploy 380 agents for launch of program within a 3 week window.

Hired and deployed 9 supervisors and 15 leads to support the Census project.Ensured that center met and exceeded all KPI's to ensure full allocation of award fees.Led efforts to reduce attrition to ensure that project head count was maintained. Mentored and coached supervisors to ensure their teams performance.

Senior Resource Manager 05/2007 to 06/2009
Prosper Inc Provo, Ut

Industry Leader in Executive Level Coaching for Individuals; Operational manager for resource support team, dedicated to assisting clients succeed in their purchased program, and new student orientation team, dedicated to welcoming new clients, setting them up for success, and reducing the number of accounts pulled within 3 days of purchase. 

Combined three separate support teams into one unified team. Implemented rollout of LivePerson CRM tool. Wrote training materials for use in company training database.Wrote and maintained call scripts for outbound welcome call team. Installed reporting metrics for department while creating a reporting dashboard that was presented to executive management on a monthly basis.

Bachelor of Arts: History 1996 Cal State East Bay - Hayward, CA
This resume is created in 7 minutes.
Skill Highlights
  • Project management
  • Market research and analysis
  • Content marketing
  • Managing multiple teams 
  • Global marketing
  • Public/Media relations expert
  • Direct marketing campaigns
  • Integrated/Digital marketing
Professional Experience
10/2016 to Current
Email Marketing Manager The Bradford Group Niles, Illinois
  • Using KPI's and measurable metrics to create segmentation strategies, A/B testing of subject lines, content, images and offers which drove higher open and click-through rates
  • Managed and tracked weekly large-volume (1 million and up) email blasts, triggered sends​
  • Report, track and analyze campaign performance proving success in strategies and ROI
  • Managed entire email marketing process and teams - including copywriting, design, coding and deployment through our ESP
09/2015 to 10/2016
Senior Associate of Marketing and Communications Indianapolis Neighborhood Housing Partnership Indianapolis, IN
  • Developed an integrated digital marketing campaign utilizing Google Adwords, social media, email marketing, and CRM nurture campaigns
  • Analyze the results of the digital campaigns to correlate with leads using Google Analytics, social media analytic tools, and CRM reporting tools
  • Cultivate resources to be used for content marketing on the organization's blog, email and social media platforms
  • Track and report all marketing efforts to align with the department's organizational performance goals
  • Developed and proposed a new digital marketing budget to account for a 25% increase in overall reach and 15% in new leads
08/2013 to 09/2015
Marketing and Communications Specialist Honor Society of Nursing, Sigma Theta Tau International Indianapolis, IN
  • Developed and implemented the organization's social media policy and procedures
  • Composed press releases and assisted with all media relations functions
  • Provided project management for design and production of marketing materials
  • Created email marketing and communication messages using an email service provider tool
  • Developed a digital marketing plan for the organization's for-profit subsidiary, which immediately resulted in significant increased revenues
11/2007 to 08/2013
Assignment Editor/Web and Social Media Content Producer Tribune Media/Fox 59 Indianapolis, IN
  • Served as the main point of contact for incoming communications from public relations and communication professionals
  • Organized and prioritized newsworthy information, as well as chose the appropriate media outlet: online or newscast
  • Delivered fresh, breaking, and up-to-date content on the station's social media platforms, including website
06/2006 to 11/2007
Relationship Manager Lincoln Financial Group Fort Wayne, IN
  • Served as the point of contact for outside brokers/agents regarding their commission
  • Provided leadership to ensure timely resolutions of errors with commissions to brokers
  • Followed up personally with brokers/agents to discuss the issue and resolution
  • Successfully maintained a 100% resolution rate
03/2005 to 06/2006
Marketing Director Marriott Conference Center Fort Wayne, IN
  • Identified, developed and evaluated marketing strategies based on knowledge of company objectives and market trends
  • Planned and managed budgets in excess of $150k
  • Managed, mentored and developed a team of 5 project managers, that successfully planned and executed events for groups up to 800 people
Bachelor of Arts: Communications Indiana University Bloomington, IN
Master of Arts: Public Relations Indiana University Indianapolis, IN
Database Management Software: Salesforce, Microsoft Dynamics 
Email Marketing Tools: Exact Target, Constant Contact, Click Dimensions
Desktop Publishing Software: Adobe Creative Suite (InDesign, Photoshop, Illustrator)
Core Accomplishments
  • Awarded 2015 & 2016 MarCom Award
  • Awarded 2015 Hermes Creative Award
  • Awarded 2015 & 2016 PRSA Hoosier Chapter Pinnacle Awards
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Professional Summary
Organized, results-oriented marketing professional with 22 years of experience developing and implementing marketing campaigns.
Work History
Email Marketing Manager, 08/2015 to Current
Independent Vital Life Scottsdale, AZ
  • Managed the creation and execution of segment-based email strategies with unique content driven by event, customer profiles, behaviors and triggers.
  • Worked with management to report results, analyze trends, and make necessary adjustments to optimize key performance.
  • Responsible for managing the creative development and design for all email broadcasts.
  • Created the email marketing calendar and coordinated with other departments to utilize promotional events, new offers, and content-driven messaging.
  • Stayed current with best practices and industry standards related to database marketing.
  • Implemented new email campaigns which resulted in an increase in click-through and conversion rates.
Director, Marketing & Operations, 01/2008 to 07/2015
Opedix Scottsdale, AZ
  • Responsible for creating and implementing a comprehensive digital marketing plan that includes strategies and timelines for product promotion.
  • Responsible for tracking and analyzing the results of marketing initiatives and developing custom reports to review results.
  • Managed outside vendors including graphic designer, web development team, and PR firm.
  • Responsible for managing the company's out-of-state fulfillment operations.
  • Managed the customer service department including the analysis of customer satisfaction, returns/exchanges reasons and overall online customer interaction experience.
  • Responsible for identifying a 3rd-party affiliate management program, the launch of that program, and the ongoing support of the affiliates and marketing materials for those affiliates.
Manager, Marketing, 05/2001 to 01/2008
Colletti-Fiss, LLC Scottsdale, AZ
  • Responsible for developing and managing the annual marketing strategy and budget.
  • Developed and executed the firm's online marketing strategy which included monthly e-newsletters, banner advertising, search engine optimization, and prospect database management.
  • Coordinated conferences and trade shows including developing promotional materials, securing and managing meeting space, and analyzing participant satisfaction.
  • Supervised the firm's outside marketing vendors including the design agency, web developer, and display systems agency.
Manager, Marketing & Customer Service, 07/1999 to 05/2001
Four Corners Paper Company Phoenix, AZ
  • Developed annual marketing and customer service plans for both the wholesale and retail divisions.
  • Managed outside vendors to develop various marketing, advertising, and public relations materials in support of the firm's identity for both divisions.
  • Responsible for the management of all aspects of the company's two web sites including content, graphics, systems operations, and customer satisfaction.
  • Managed the complete integration of the company's fulfillment process with an e-commerce web site, shipping system, and online credit card processing.
Marketing Services Administrator, 06/1995 to 07/1999
The Alexander Group, Inc Scottsdale, AZ
  • Worked with the Marketing Director to manage the marketing strategy and implementation of plans in support of that strategy.
  • Coordinated prospect seminars and accountable for participant satisfaction.
  • Developed the annual marketing budget and tracking expenditures.
  • Managed the relationship with a public relations firm and advertising agency.
Bachelor of Science: Marketing, 1992
Arizona State University - Tempe