Director of Client Development, 04/2016 to 04/2020 Blackhawk Network – Tampa, FL
Increased revenue by 20% in customer portfolio by delivering exceptional services and implementing effective strategies.
Established and expanded new business opportunities with a portfolio of clients, including AT&T, through program expansion, client referrals, prospecting and networking.
Analyzed and studied market and business trends to recommend new strategies and prepare for upcoming changes within the FinTech ecosystem.
Created robust client development plan to engage accounts and utilize enterprise-wide products and services to deliver on client's KPIs.
Executed and managed daily client development activities, including overseeing day-to-day service delivery, escalation support and client visits, ultimately becoming an extension of their internal team, which increased client penetration.
Generated over $200M in sales and distribution of Prepaid Reward Cards (Visa and Private Label).
Vice President of Client Services, 12/2012 to 04/2016 Extrameasures – San Diego, CA
Architected and deployed National acquisition programs for AT&T, including the Switcher Program, which paid off contract balances when customers transition to AT&T for cellular service.
Trained, led and developed client services team and instilled knowledge and skills to execute business strategies and deliver maximum customer satisfaction to maintain profitability.
Cultivated culture of continuous improvement and innovation to improve efficiency and drive results.
Navigated cross-functional collaboration to deliver sales forecasts and align delivery with objectives and client expectations.
Liaised with leadership team to support strategic opportunities and align cross-functional resources with delivery.
Managed existing and developed new client relationships, identifying risk and growth opportunities.
Oversaw daily operations, including vendor management, contract negotiation, customer service training and monitoring and IT development work.
Met with clients to discuss campaign efficiency and performance against their KPIs and presented illustrative reports, including quarterly performance metrics and analysis.
Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing the company with strong and sustainable organizational leadership.
Facilitated and managed over $400M in annual business for 4+ years.
Senior Account Director, 12/2008 to 12/2012 Extrameasures – San Diego, CA
Coordinated and executed rebate programs for AT&T to acquire up to 1M monthly device sales.
Served as point of contact for clients and met with key accounts to discuss satisfaction with service and resolve conflicts to solidify business relationships.
Established and deployed SOPs for client/program implementation and ongoing client management.
Strengthened productivity and capability of the account management team by mentoring promising junior team members and training new hires in company policies and procedures.
Developed acquisition and retention campaigns, led design and tracked results.
Alerted and contacted customers about account or delivery issues to maintain high levels of customer satisfaction.
Developed customizable reporting tools and dashboards to generate meaningful performance metrics, monitoring tools and internal intelligence reports.
Handled high-profile accounts worth up to $300M while overseeing a team of 5 employees.
Director of Marketing, 02/2003 to 10/2008 The Regan Group – Los Angeles, CA
Created and delivered multiple on-pack instant win programs for the Shrek DVD launches.
Implemented marketing strategies which resulted in a 30% growth of the customer base.
Directed marketing projects at all stages, including conceptual planning, schedule management and final implementation.
Developed insights on marketing campaigns to assess performance against goals.
Oversaw preparation of marketing copy, images, videos, emails and other collateral.
Reduced marketing costs by 10% by streamlining marketing roles, leveraging communications materials, monitoring budgets, and developing a protocol.
Built and strengthened strategic relationships agencies and vendors, including public relations, TV and online advertising, in house creative, promotional tie-in partners and premium/print vendors.
Bachelor of Science: MarketingCalifornia State University - Long Beach, CA
Versatile and enthusiastic Director of Client Development possessing superb negotiation, client development and program management skills. A goal-oriented and accomplished individual offering 18 years of experience in delivering top-notch client service, achieving targets and goals and analyzing market trends within an ever-changing industry of FinTech. Intuitive leader with the ability to design and implement strategic tools and programs for optimizing solution success and securing potential clients while forging lucrative relationships with customers and key decision-makers to explore profitable business opportunities.
Excellent communication, negotiation, and interpersonal skills along with the ability to communicate effectively at all levels. Adaptable to ever-changing demand of working environment with a track record of developing continuous improvement culture, building top-performing teams, and enhancing internal operations.