Available to hire
I am a seasoned marketing and CRM operations specialist with over 10 years of experience driving customer engagement, executing campaigns, and ensuring stakeholder alignment for subscription and B2C brands. My expertise lies in managing end-to-end messaging workflows, coordinating multi-channel campaign delivery, and optimizing CRM strategies to boost customer retention. I am skilled at using enterprise messaging platforms and campaign management tools to deliver precise and effective results.
Throughout my career, I have demonstrated a proven ability to lead cross-functional teams, streamline operations, and independently manage high-stakes projects in fast-paced environments. I am recognized for my excellent communication, strong organizational skills, and a commitment to data-driven performance management that consistently enhances marketing effectiveness and customer satisfaction.
Skills
Experience Level
Work Experience
Communications Account Representative at Blue Cross Blue Shield
April 1, 2023 - PresentLead diverse marketing teams to deliver strategic recommendations exceeding client goals. Analyze competitor trends and provide actionable insights to enhance brand presence. Develop strategic client marketing plans that increase customer engagement and retention. Investigate business challenges presenting comprehensive solutions to senior management. Implement initiatives to optimize client experiences and strengthen community relationships. Ensure compliance with organizational standards for respectful work environments. Coordinate logistics and manage execution of marketing projects ensuring timely completion. Facilitate cross-functional collaboration to enhance marketing deliverables. Maintain proactive communication with clients providing continuous updates on marketing activities.
Home Advisor at Better.com
March 31, 2023 - August 10, 2025Analyzed customer engagement data and launched digital campaigns to improve interactions. Collaborated with loan consultants to expedite processing, enhancing customer satisfaction. Educated customers on home-buying and mortgage processes fostering transparency and trust. Implemented social media content strategies that significantly increased online customer retention. Managed project resources and communicated progress updates to senior management. Streamlined operational procedures to enhance efficiency and financial performance. Provided insights on engagement trends to support successful digital marketing campaigns. Coordinated with executives to prioritize home loan files improving workflow productivity. Developed project budgets with accurate financial oversight. Addressed customer concerns proactively ensuring timely resolutions.
Subject Matter Expert at Spectrum
June 30, 2021 - August 10, 2025Promoted to train new sales representatives during onboarding while maintaining sales specialist duties amid high call and chat volumes. Adapted project plans to align with shifting priorities. Monitored operational changes adjusting strategies for consistent success. Analyzed financial reporting systems to mitigate risks and maintain profitability. Managed risk-recovery plans to preserve project continuity during organizational transitions. Provided constructive feedback and communicated performance expectations to maximize team productivity. Ensured compliance with project contractual requirements exceeding client expectations. Controlled project budgets and timelines efficiently. Supported sales during peak volume periods sustaining excellent customer experiences.
Sales Specialist, Team Lead at Spectrum
November 1, 2019 - August 10, 2025Consistently exceeded sales targets through innovative customer acquisition and retention strategies. Led daily team meetings to define goals ensuring quota achievement. Resolved complex product issues efficiently and shared solutions for team knowledge. Utilized consultative sales techniques to secure profitable contracts. Prepared customized service proposals aligned with client objectives. Managed team resources proactively maintaining productivity and sales standards. Facilitated training sessions improving client interactions and sales outcomes. Analyzed performance metrics and implemented improvements to enhance team productivity.
Sales Manager at Verizon Wireless
April 1, 2019 - August 10, 2025Set clear measurable team objectives increasing productivity by 20%. Established a positive workplace culture reducing staff turnover by 15%. Improved compliance in sales account management enhancing efficiency. Monitored competitor activities to increase market share through strategic pricing. Resolved customer concerns swiftly boosting satisfaction and client retention. Collaborated with senior decision-makers to address and resolve complex issues. Analyzed market trends to optimize product mix and maintain sales volume. Coached sales associates improving individual and team performance.
Retention Process Analyst at Spectrum
February 28, 2018 - August 10, 2025Applied Beckhard-Harris Change Process to enhance retention by identifying organizational challenges and creating engagement strategies. Analyzed retention data extensively resolving complex customer issues proactively. Reduced customer complaints through timely professional responses. Implemented one-call resolution strategies driving loyalty rates to exceptional levels. Developed targeted retention strategies significantly reducing churn. Identified challenges and formulated effective action plans. Delivered regular status reports improving visibility into retention performance. Collaborated cross-functionally aligning retention initiatives with organizational goals.
Account Manager at Aflac Group
October 1, 2016 - August 10, 2025Led structured change initiatives using Prosci ADKAR methodology ensuring stakeholder alignment and smooth transitions. Strengthened broker relationships improving communication efficiency and client satisfaction. Followed up strategically with business partners increasing lead generation. Secured high-value client accounts through personalized consultative selling. Conducted detailed account analyses to enhance client solutions. Customized account management strategies aligning with client objectives. Prepared comprehensive client reports to facilitate decision-making. Delivered strategic communications enhancing engagement and business opportunities.
Communications Account Representative at Blue Cross Blue Shield
April 1, 2023 - PresentLead diverse marketing teams to deliver strategic recommendations exceeding client goals. Analyze competitor trends, providing actionable insights to enhance brand presence. Develop strategic client marketing plans that increase customer engagement and retention. Investigate business challenges and present comprehensive solutions to senior management. Implement initiatives to optimize client experiences and foster community relationships. Ensure compliance with organizational standards promoting respectful work environments. Communicate performance expectations clearly and conduct timely evaluations to boost productivity. Coordinate logistics and execution of marketing projects ensuring timely completion. Facilitate cross-functional collaboration to enhance marketing deliverables. Maintain proactive client communication with continuous project updates.
Home Advisor at Better.com
March 31, 2023 - August 10, 2025Analyzed customer engagement data to launch digital campaigns that improved interactions. Collaborated with loan consultants to expedite processing and enhance customer satisfaction. Educated customers about home-buying and mortgage processes to foster trust and transparency. Implemented social media content strategies significantly increasing online retention. Managed project resources efficiently and communicated progress updates to senior management. Streamlined operational procedures, enhancing efficiency and financial performance. Identified engagement trends to inform successful digital marketing campaigns. Coordinated efforts with executives to prioritize home loan files and improve workflow productivity. Developed detailed project budgets with accurate financial oversight. Proactively addressed customer concerns and furnished timely resolutions enhancing client satisfaction.
Subject Matter Expert at Spectrum
June 30, 2021 - August 10, 2025Promoted to Subject Matter Expert responsible for training new sales representatives during onboarding while supporting high call and chat volume periods. Adapted project plans efficiently to align with shifting targets and priorities. Monitored operational changes and adjusted strategies proactively to ensure ongoing project success. Analyzed financial reporting systems to mitigate risks and maintain project profitability. Managed comprehensive risk-recovery plans to preserve continuity during organizational transitions. Communicated performance expectations and provided constructive feedback to maximize team output. Ensured compliance with project contractual requirements consistently surpassing client expectations. Controlled project budgets and timelines through effective resource utilization. Provided additional sales support during peak volumes maintaining excellent customer experiences.
Sales Specialist, Team Lead at Spectrum
November 1, 2019 - August 10, 2025Consistently exceeded sales targets through innovative customer acquisition and retention strategies. Led daily team meetings with clear goal definitions to ensure quota achievement. Efficiently resolved complex product issues, documenting solutions for team-wide knowledge sharing. Employed consultative sales techniques to secure profitable contracts both short- and long-term. Prepared tailored service proposals closely aligned with client objectives. Proactively managed team resources, maintaining productivity and meeting sales standards. Facilitated training sessions enhancing client interaction and sales effectiveness. Analyzed performance metrics implementing improvements to elevate team productivity.
Sales Manager at Verizon Wireless
April 1, 2019 - August 10, 2025Set clear measurable team objectives boosting overall productivity by 20%. Established positive workplace culture, reducing staff turnover by 15%. Improved compliance in sales account management processes, increasing efficiency significantly. Monitored competitor activities to increase market share via strategic pricing. Resolved customer concerns swiftly enhancing satisfaction and long-term retention. Collaborated with senior decision-makers to address and resolve complex issues. Analyzed market trends proactively to optimize product mix and maintain sales volume. Coached sales associates consistently lifting individual and team performance.
Retention Process Analyst at Spectrum
February 28, 2018 - August 10, 2025Applied Beckhard-Harris Change Process to improve retention by identifying organizational challenges, creating engagement strategies, and implementing solutions overcoming resistance effectively. Analyzed retention data extensively, resolving complex customer issues proactively on first contact. Significantly reduced customer complaints through timely and professional response strategies. Implemented one-call resolution strategies driving exceptional customer loyalty. Developed targeted retention strategies reducing customer churn. Clearly identified organizational challenges and devised effective action plans. Delivered regular status reports improving retention performance visibility. Collaborated cross-functionally to align retention initiatives with organizational goals.
Account Manager at Aflac Group
October 1, 2016 - August 10, 2025Led structured change initiatives using Prosci ADKAR methodology to ensure stakeholder alignment, minimize risk, and achieve smooth transitions for processes and technologies. Strengthened broker relationships improving account communication and client satisfaction. Strategically followed up with business partners to increase valuable lead generation. Secured high-value client accounts via personalized consultative selling. Conducted detailed account analyses to enhance client solutions continuously. Customized account management strategies aligning with client business objectives. Prepared comprehensive client reports facilitating informed decision-making and account growth. Delivered consistent strategic communications improving client engagement and business opportunities.
Communications Account Representative at Blue Cross Blue Shield
April 1, 2023 - PresentManaged CRM messaging workflows aligning campaign execution with organizational marketing goals. Tracked and updated campaign progress across channels, ensuring timely partner follow-ups. Led stakeholder alignment sessions to streamline campaign intake and message scheduling. Delivered actionable insights on competitor trends to enhance strategic messaging. Directed execution of targeted marketing plans to improve customer engagement rates. Coordinated end-to-end campaign logistics, boosting marketing operational efficiency. Facilitated clear communication of campaign statuses and cross-functional collaboration. Ensured brand and tone compliance across customer-facing campaigns and implemented strategies to strengthen community and client relationships.
Home Advisor at Better.com
March 31, 2023 - August 10, 2025Executed B2C messaging campaigns increasing online engagement and brand interaction. Collaborated with loan teams to deliver seamless communications reducing customer friction. Analyzed engagement trends to inform message timing and personalization tactics. Educated users via digital channels improving transparency and trust. Created campaign schedules aligned with customer lifecycle events. Utilized messaging tools for efficient campaign workflow and project tracking. Addressed customer queries promptly to maintain satisfaction. Developed project budgets supporting campaign scalability and delivery. Worked cross-functionally with executives to optimize priority workflows and improve digital messaging processes enhancing retention and operational performance.
Subject Matter Expert at Spectrum
June 30, 2021 - August 10, 2025Trained sales teams on CRM tools and messaging practices while managing customer cases. Adapted campaign procedures to shifting priorities and monitored messaging systems for contract compliance. Managed cross-department messaging initiatives ensuring consistency and accuracy. Analyzed metrics guiding campaign optimizations and provided best practices guidance. Streamlined operations reducing redundancy and improving message relevance. Supported launch phases to enhance campaign quality control. Communicated clearly with stakeholders to address risks and resolve blockers. Maintained transparent performance documentation across teams.
Sales Specialist, Team Lead at Spectrum
November 1, 2019 - August 10, 2025Led daily team communications to reinforce CRM goals and execution consistency. Oversaw messaging strategies tailored to customer profiles and segmentation. Resolved customer issues with personalized support across digital channels. Trained staff on accurate campaign handling and scheduling. Created detailed service plans addressing evolving messaging needs. Reviewed team metrics to gauge communication effectiveness. Monitored capacity and redistributed tasks to ensure timely campaign execution. Crafted proposals aligned with business and platform capabilities.
Sales Manager at Verizon Wireless
April 30, 2019 - August 10, 2025Directed customer retention messaging strategies improving conversion by 20%. Led performance evaluations using CRM data. Launched competitive analysis initiatives refining communication positioning. Delivered strategic messaging scripts enhancing sales and loyalty. Trained team on customer communication best practices and compliance. Collaborated with management to launch effective retention journeys.
Retention Process Analyst at Spectrum
February 28, 2018 - August 10, 2025Led retention-focused CRM initiatives reducing churn and enhancing message value. Implemented Beckhard-Harris methodology to streamline communications across systems. Analyzed customer retention data revising messaging strategies and timing. Launched resolution protocols for escalations ensuring one-call resolutions. Collaborated with teams to align retention communication with business objectives. Produced performance reports influencing campaign optimizations.
Account Manager at Aflac Group
October 31, 2016 - August 10, 2025Utilized Prosci ADKAR model to guide change management during messaging transitions. Designed and executed personalized client messaging plans improving retention. Developed strategic reports for communication enhancements. Built stakeholder trust through consistent updates and performance reviews. Created targeted content aligning with CRM communication strategy.
Education
B.S. Computer Science at Hampton University
January 1, 2005 - August 10, 2025B.S. Computer Science at Hampton University
January 1, 2005 - January 1, 2005B.S. Computer Science at Hampton University
January 1, 2005 - January 1, 2005Qualifications
Industry Experience
Financial Services, Healthcare, Real Estate & Construction, Retail, Professional Services, Telecommunications, Consumer Goods
Skills
Experience Level
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