Functional Skills
Business Operations
Market Research
Project Management
User Experience Design (UX)
Vendor Management
Market Intelligence
Customer Experience
Process Design / Re-engineering
Change Management / Org Design
Customer / Vendor Calls
Data Governance
Operations Management
Supplier Relationship Management
Software Skills
Microsoft Excel
Microsoft Office
Microsoft PowerPoint
Microsoft Word
Salesforce
Hubspot
Sector Experience
Automotive
Business Services
Consumer Goods
Languages
English
Notable Clients
AbbVie
Yamaha Motor
Experience
Independent
Operations
INDEPENDENT CONTRACTOR / FREELANCE
1/2022 - Present
Combine Customer Experience (CX) and UX design, customer engagement program management, process design, data, analytics and CRM to bring together innovative, customer centric solutions. Dedicated to the user experience by balancing customer and business needs that solve chaos, misunderstandings, and unnecessary effort.
• Pharma client: facilitated migration of a manual process to automate HCP email rental process resulting in a reduction of 80 work hours per quarter. Conducted email deployment data analysis and built Smart Lists in Marketo.
• Motorsports client: created operations and best practices guide for partners offering outdoor adventure packages.
• Pharma client: facilitated migration of a manual process to automate HCP email rental process resulting in a reduction of 80 work hours per quarter. Conducted email deployment data analysis and built Smart Lists in Marketo.
• Motorsports client: created operations and best practices guide for partners offering outdoor adventure packages.
Floor Coverings International
Operations
Operations Manager/Sales
1/2021 - 12/2021
Launched new location - conducted competitive analysis, created operational processes, analyzed marketing data, performed contractor sourcing, and managed product and ordering, job scheduling, customer relations, sales, billing and collections.
•Led all aspects of business operations (sales, marketing, customer delivery & installations, supplier relations), and established workflows, delivery processes and customer engagement routines enabling the launch of a B2C business.
•Led all aspects of business operations (sales, marketing, customer delivery & installations, supplier relations), and established workflows, delivery processes and customer engagement routines enabling the launch of a B2C business.
Ncompasstrac
Product Management / Strategy
Customer Success Manager / Enterprise Account
2/2020 - 4/2021
Client, program and project management for SaaS solutions, managing complex cross-functional projects that increased efficiency and eliminate manual efforts.
• Designed and launched new vehicle demo registration app eliminating manual paperwork by 100% and created real-time cloud-based government agency database.
• Conducted training for client’s staff. Led requirements gathering, defined business use-cases and project management for SaaS solutions, including UI/UX/UAT and process design while ensuring data integrity through the entire ecosystem.
• Designed and launched new vehicle demo registration app eliminating manual paperwork by 100% and created real-time cloud-based government agency database.
• Conducted training for client’s staff. Led requirements gathering, defined business use-cases and project management for SaaS solutions, including UI/UX/UAT and process design while ensuring data integrity through the entire ecosystem.
Harley-Davidson
Product Management / Strategy
CRM Project Management
10/2015 - 11/2019
Led all operational and strategic aspects of a SaaS mobile device lead capture platform for customer data acquisition for corporate and dealer network use including system and UI / UX design, requirements gathering, data integrity, audits, data classification & taxonomy, and budget.
• Launched and product owner for a $1.5M iOS lead generation platform for dealer network of 750+ locations, reduced data input time by 50%.
• Achieved 95% dealer adoption in the 1st year and increased capture of contactable customers by 100%.
• Designed & implemented a major system flexibility enhancement significantly improving process flow and reducing 5% - 40% of required steps.
•Diagnosed and corrected data issues at the point of origin and created ad hoc analytics & reporting.
•Led migration of a sales lead distribution system for the U.S. dealer network resulting in $1M savings.
•Conducted complex data audit and correction project from a customer lead capture platform eliminating data errors 100%.
• Launched and product owner for a $1.5M iOS lead generation platform for dealer network of 750+ locations, reduced data input time by 50%.
• Achieved 95% dealer adoption in the 1st year and increased capture of contactable customers by 100%.
• Designed & implemented a major system flexibility enhancement significantly improving process flow and reducing 5% - 40% of required steps.
•Diagnosed and corrected data issues at the point of origin and created ad hoc analytics & reporting.
•Led migration of a sales lead distribution system for the U.S. dealer network resulting in $1M savings.
•Conducted complex data audit and correction project from a customer lead capture platform eliminating data errors 100%.
Johnson Controls International
Data Science / Analytics
Customer and Market Intelligence (contract)
5/2015 - 8/2015
•Conducted competitor and market research, created a competitor database acting as a central hub for internal stakeholders to quickly understand key information about competitors.
•Tied financial data to Customer Experience survey results acquired through a formal annual client survey process, informing and driving actions for improvement.
•Tied financial data to Customer Experience survey results acquired through a formal annual client survey process, informing and driving actions for improvement.
Harley-Davidson
Marketing
Marketing Field Manager
6/2012 - 6/2014
Program owner and project manager for numerous marketing programs that connected customers to the brand resulting in a 12% - 32% sales conversion rate. Conducted market research, competitive analysis, segmentation and consumer insights data to align strategy and tactics to the customer journey. Collaborated with field team, internal partners, dealers, and suppliers for district planning ensuring program success.
• Facilitated 12 rider training program redesign workshops with dealers as part of a rebranding initiative.
• Co-facilitated 20 full-day Harley-Davidson Customer Experience Workshops (HDCX) for dealers and their staff.
• Facilitated 12 rider training program redesign workshops with dealers as part of a rebranding initiative.
• Co-facilitated 20 full-day Harley-Davidson Customer Experience Workshops (HDCX) for dealers and their staff.
Harley-Davidson
Marketing
Rider Services Regional Manager
6/2004 - 6/2012
Field representative, program owner and project manager for key marketing programs leading to over $250M revenue and $16M cost reductions using market research to analyze market conditions and competitive landscape.
•Managed 125+ dealer-partner program launches for Authorized Rentals program. Operated territory of 35-70 locations producing over 23,000 rental transactions annually.
•Spearheaded, launched, and managed the Corporate Rental Fleet providing competitive advantage, meeting customer demand and achieving 10 bookings and over 800 rental contracts annually.
•Program Manager for the H-D Authorized Tours program. Managed 4 tour operators with 75 global offerings achieving 700+ high-touch customer engagements annually.
•Managed 125+ dealer-partner program launches for Authorized Rentals program. Operated territory of 35-70 locations producing over 23,000 rental transactions annually.
•Spearheaded, launched, and managed the Corporate Rental Fleet providing competitive advantage, meeting customer demand and achieving 10 bookings and over 800 rental contracts annually.
•Program Manager for the H-D Authorized Tours program. Managed 4 tour operators with 75 global offerings achieving 700+ high-touch customer engagements annually.