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Market Intelligence, and Continuous Improvement Consultant Resume Example

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MARKET INTELLIGENCE, AND CONTINUOUS IMPROVEMENT CONSULTANT
Executive Profile
Passionate, energetic, and optimistic customer experience and market intelligence executive (Kellogg MBA) successful at leading a direct response, marketing and sales organization serving telephone, internet, insurance, video, security, and financial verticals as well as a $280 million division of a $23 billion CPG retailer operating on 6 continents. I thrive at hiring, training, motivating, and promoting amazing individuals who feel appreciated by fulfilling our customer's needs! I foster friendly competition within the teams and my interactions with the customer base epitomize leading by example. Skilled at consumer psychology and behaviors, account management, cutting-edge data mining, customer-centric strategies, and entrepreneurial leadership that drives team development and superior performance. I truly believe that excellent customer engagement is contingent on remarkable employee engagement and my role is to ensure both groups listen intently and collaborate to achieve astonishing results. Characterized as a self-motivated, cooperative market leader with a passion for teaching and learning and a track record marked by visionary, yet clearly defined and expressed goals, expert NPS insight, and integrated team building and customer/employee interaction capabilities that inspire exceptional brand loyalty. RED VENTURES, Indian Land, SC 2011 to 2013 Vice President Customer Insights, Market Intelligence, and Omnichannel Sales and Marketing Collaborate with partners around analytics, client insight, funnel conversion, pipeline management, and digital marketing to drive growth and profitability for the entire enterprise. Responsible for leading diverse teams in a dynamic environment with junior and senior resources representing disciplines across customer experience, marketing, development, analytics, finance, and sales center operations. Responsible for developing business cases for recruiting and training all analysts coming into the organization on Advanced Excel and Regression Models. Helped motivate, mentor, and develop their business acumen and management skills. Introduced a customer value algorithm that fused into our consumer insight and targeting process within SEO in our insurance and financial services sectors. The model enabled us to predict highly valued consumers and pushed conversion rates up 20%. Led a team of business and marketing managers, senior analysts, developers, and sales center professionals towards a goal of multi-product sales within the organization. Improved sales from 1.1 to 1.9 (EBIT growth of 73%) with enhanced credit/prepaid card processing, consumer insight scripting, and advanced algorithms that target customers systematically. Working with Google and Facebook, we were able to successfully implement display ad content marketing/remarketing and prospecting to the enterprise. By synthesizing vast quantities of data and utilizing contextual and audience targeting and precise market research and competitive analysis techniques we achieved an 8% lift in our Paid Search and SEO conversion funnel. Helped setup and synthesize online marketplaces in the Insurance (Home, Auto, Life), Video, Phone, and Internet sectors that enabled us to improve lead generation, segment customers, and find appropriate products and portfolios for sales conversion, up-selling, and monetization. Results were a 15% improved conversion and 20% more revenue.
Professional Experience
Market Intelligence, and Continuous Improvement Consultant, 01/2016 to CurrentALPHASIGHTS － Charlotte, NC
  • T approach similar to the A.P.P.L.E steps of service) for all customer facing individuals in the organization (500) in which my team gave the in-store workforce the skills, tools, and empowerment to effectively communicate and build rapport with our customer base in order to solve their problems.
  • The result was a 20% improvement in both customer satisfaction (NPS) and employee engagement scores.
  • Developed a voice of the customer strategy based on broad customer insight and market research studies coupled with a continuous improvement culture to improve customer satisfaction and employee engagement scores by 20%, resulting in consistent profitability gains of 25% for the client in 18 months.
  • Awarded the Customer Experience (CX) Retailer of the Year in 2015 out of all 55 North American Caterpillar Retailers for our excellence in insights, training, product marketing, and incorporation of continuous improvement methodologies in the process.
  • Launched the largest customer retention group within the Internet vertical as requested by our brand partner.
  • In the first 6 months, we surpassed their internal retention department's save rate by 30% at a cost reduction of 25%.
  • This was accomplished via soft skills training, rapport building, and helping the customer see the true value of the branded product.
  • Spearheaded the implementation of new IVR technologies and service center scripting for our internet and cross-sell businesses.
  • Proactively coupled these changes with new workforce management protocols and tools that enabled our agents to increase their first-time call close and sales rates by 50% over a span of 12 months.
  • This increase resulted in revenue growth of $6M.
  • Aggregated consumer connection insights across the entire North American market (geography and demographics) for each channel partner by leading teams utilizing advanced statistics that tracked and forecasted consumer purchasing and economic activity in real time; unlocking meaningful connection insights that equated to a 40% increase in customer acquisition over 18 months.
  • Grew telecom vertical in the digital marketing and customer acquisition space by 60% in 10 months by streamlining call center and workforce operations, developing precise Key Performance Indicators, transforming call flows, growing internet response rates using Google Analytics/split A|B tests, and negotiating better compensation resulting in EBIT improvements of $3.75M.
  • Optimized direct mail, digital marketing, & email marketing for the entire organization on behalf of our partners (Just Energy, Exede, Directv, ATT, Travelers, ADT, LM, Safeco, MetLife, and The Hartford) using multivariate testing enabling a 10% lift in lead contact rate correlating to $500K EBIT growth in the first year.
  • Innovation was the key to reaching the goals in this area.
  • I am passionate about the intersection and innovation of technology/data and the customer as it relates to fulfilling their needs and building brand loyalty.
  • Rather than simply developing strategies, I am a firm practitioner in the execution of those campaigns.
  • I do not mind getting my hands dirty (literally and figuratively) when implementing the courses of action.
  • I have executed full go to market strategies, customer insight initiatives, risk mitigation policies, and business development methodologies in the Telecom, Insurance, Healthcare, CPG, and Distribution sectors over the years using my targeted knowledge, experience, and acumen around: Product Innovation, Launches, and Development coupled with exceptional client service resulting in a 20% lift in revenue Marketing Automation and Customer Segmentation using data from all media platforms (internet, telecom, print, television) Soft-Skills training for customer facing individuals (Customer Service, IT, Support) to provide stellar employee engagement Voice of Customer (VoC) strategies and survey development with actionable targets to tackle using Black Belt methodologies Able to analyze key metrics (using interviews, surveys, and data mining) to determine methods to build customer loyalty.
01/2013 to 01/2016CTE | CATERPILLAR － Charlotte, NC
  • Customer Experience & Market Intelligence | Continuous Improvement Executive Oversee all aspects of customer acquisition, sales operations, and support as it relates to growth initiatives and developing new strategies for fulfilling customer's needs.
  • By using targeted analytics and research around competitive intelligence, customer interaction, Net Promoter Scores, Omnichannel market segmentation, and retail operations we are able to provide value for our entire supply chain.
  • Led cross-functional teams that mined CRM (Salesforce.com) data to model our optimal sales staffing using regression analysis.
  • The result was a level loading of coverage and leads which increased overall revenue by 30% across the 4 businesses.
  • Created an "Up and Running" campaign and go to market strategy that linked all of our customer acquisition and continuous improvement initiatives with our customer base via social media in such a way that it became embedded in our culture.
  • The result was a shift towards customer satisfaction and engagement that initiated our 40% revenue growth over 3 years.
  • Developed a program to derive voice of the customer inputs via digital media and utilized those metrics to cultivate training programs for our customer-facing workforce to improve our client relationship experience.
  • Net Promoter Scores (NPS) rose 20%, revenue per existing customers increased 25%, and new/first time clients soared 35% from 2013 to 2016.
  • Implemented a new customer-driven KPI and an analytical framework to give a more holistic view of the consumer.
  • Customer Experience scores and acquisition rates rose 10% as divisions had a metric driven tool coupled with policies and procedures to isolate the most effective marketing programs and sales management techniques to provide guidance and meet customer needs.
  • Established a continuous improvement culture within the organization through PowerPoint training and hands-on influence.
  • We conducted 7 rapid improvement workshops (Kaizen events) over the span of 10 months to reduce waste and add value to the service, supply chain, and sales/marketing units.
  • The results were over $2M in savings while adding value to the customers.
  • Oversaw the strategic planning, implementation, and management of a new Cisco VOIP phone system for the enterprise.
  • We developed this system to allow incorporation of customer data from our CRM into the phones and computer displays so our personnel could more readily assist the customers.
  • The $1M project plan came in under budget and on schedule.
Vice President/Director, 01/2006 to 01/2011OLDCASTLE － Charlotte, Ireland, NC
  • Recruited to start up and lead a B2B/B2C Division of Oldcastle's Architectural Products Group.
  • Responsible for assimilating the region's Sales, Marketing, Finance, IT, Customer Service, and Operations from five independent companies.
  • Full P&L accountability ($280M) and leadership of 500+ employees across multiple geographies.
  • Reporting directly to the CEO, responsible for all product management and operations, including implementation, consulting, and integration of a full ERP, CRM, and Data Management System.
  • Performed due diligence, consulting, and valuation of all target companies within the Region.
  • Increased EBIT by $4.3M on a 10% lower year over year sales volume (2008 to 2009) by streamlining operations, optimizing market segments, developing relevant KPI's using an analytical framework, and focusing on targeted pricing, customer satisfaction, and lean strategies.
  • Forged alliances with Home Depot, Lowe's, Wal-Mart, and other independent, retail, and distribution channels to gain 14% market share during the economic downturn by launching Regional brand awareness campaigns targeting consumer segments.
  • Increased operational yield for all facilities by 38% and removed 14 margin dilutive brands while launching 7 products with full go to market campaigns that generated 43% margins.
  • Awarded Oldcastle Division of the Year in 2008 and 2009.
  • Negotiated long-term contracts and multi-generational plans with suppliers for all facilities by consolidating purchasing efforts and leveraging size.
  • Reduced number of vendors by 25%; renegotiated price/quality/delivery guarantees, saving $520K.
Education
Master of Business Administration:Marketing and Customer Insight,2006KELLOGG SCHOOL OF MANAGEMENT, NORTHWESTERN UNIVERSITY － Evanston, ILMarketing and Customer Insight
Bachelor of Science:WPS Engineering Business ManagementNORTH CAROLINA STATE UNIVERSITY － Raleigh, NCGPA: cum laudeWPS Engineering Business Management cum laude Full academic scholarship and Co-op Program | Gave commencement speech for specified college.
Skills
. Net, a level, academic, Apple, approach, Automation, B2B, budget, business development, BI, call center, Cisco, com, competitive intelligence, Consulting, Continuous Improvement, contracts, cost reduction, CRM, client, clients, customer satisfaction, Customer Service, Data Management, data mining, delivery, direct mail, due diligence, Ecommerce, email, ERP, Finance, functional, Google Analytics, Innovation, Insurance, IVR, leadership, Leadership & Development, market research, market strategies, market strategy, marketing, Market, PowerPoint, negotiating, Negotiation, enterprise, personnel, phone system, policies, pricing, product management, product marketing, Project Management, protocols, purchasing, quality, rapport, real time, Reporting, research, retail, Sales, sales management, CRM (Salesforce, scripting, speech, staffing, statistics, Strategist, strategy, strategic planning, supply chain, surveys, Teaching, Telecom, phones, television, training programs, valuation, view, Vision, VOIP, reduce waste, workshops
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Resume Overview

Companies Worked For:

  • ALPHASIGHTS
  • CTE | CATERPILLAR
  • OLDCASTLE

School Attended

  • KELLOGG SCHOOL OF MANAGEMENT, NORTHWESTERN UNIVERSITY
  • NORTH CAROLINA STATE UNIVERSITY

Job Titles Held:

  • Market Intelligence, and Continuous Improvement Consultant
  • Vice President/Director

Degrees

  • Master of Business Administration : Marketing and Customer Insight , 2006
    Bachelor of Science : WPS Engineering Business Management