Voice Of Customer (VOC) Leader Resume Example Verizon Communications

VOICE OF CUSTOMER (VOC) LEADER

Professional Summary

Experienced in driving brand awareness, leads and e-Commerce sales, while improving customer experiences. Worked at B2C & B2B companies of all sizes and budgets, plus agency environments. Proven track record achieving acquisition, loyalty and revenue goals, while increasing satisfaction and net promoter (NPS) scores.

Interests

Honorary speaker at Rutgers, AMA & ForeSee industry events. Video & Article: http://bit.ly/2ijMh49 Awarded Certified Usability Leader of the Month. Industry article: http://bit.ly/1GTYTZs Endorsements on LinkedIn: http://www.linkedin.com/in/stacysherman

Skills

Voice of Customer (VOC); Social Media Marketing; Website Strategy & Development; Conversion Optimization; Measurement / Web Analytics; Usability & Testing (A/B, MVT); CRM

Search Engine Marketing (PPC); Search Engine Optimization (SEO); Referral Marketing; Online Display Advertising; Retargeting / Re-Marketing;

Work History

Voice of Customer (VOC) Leader, 01/2013 to Current
Verizon Communications – Fort Smith , AR

Developing & executing strategies that create a best in class learning and buying experience across desktop, mobile and tablet platforms.
Doubling new shopper orders and existing customer upgrades via testing & learning approach (A/B & MVT) leveraging Adobe Test & Target.
Entails creating and launching digital roadmap, and overseeing implementation, measurement and presentation of results.
Role expanded to leading CX & VOC (Voice of Customer) to identify and improve pain points across journeys (Learn, Buy, Get Use, Pay, Support) leveraging social media, chat, surveys, (OpinionLab, Foresee, Medallia), CX replays, Tealeaf, Ratings & Reviews (Bazaarvoice) and analytics (Omniture).
Using insights plus competitive research and benchmarking to drive optimization & redesigns contributing to record sales, call in reduction, improved NPS & satisfaction scores.
Reducing cart abandonment 10%.
Addressing issues identified from focus groups, user testing and surveys.
Managing agency relationships, budgets, contract evaluations & renewals.
Achieving $100k cost reduction.
Driving 50k shoppers to vzw.com in first month of launching new referral program leveraging NPS insights.
Producing 1000s of orders & repeat purchases via optimization of in-store pick up experiences.
Doubling social & search conversions rates from execution of new personalized landing pages.
Increasing new pricing plan take rates 50% via improved messaging & video eliminating shopper confusion.

Senior Digital Marketing Manager, 01/2010 to 01/2013
Merieux Nutrisciences Corporation – Addison , IL

Grew consumer e-commerce revenue 103% through implementation of measurable acquisition strategies across 13 CPG brands.
Launched new proprietary social media site for crafters, SpottedCanary.com, achieving 100% membership growth two consecutive years along with new product orders.
Led usability studies and implemented learnings, contributing to increased shopper satisfaction scores and higher sales funnel conversion rates.
Developed Mobile App and drove thousands of visitors upon launch w/ minimal budget.
Tripled Facebook, Pinterest & Twitter fan base via launch of deals, contests, sweepstakes & daily postings.
Increased traffic 50% & achieved 125% ROI via execution of search campaigns.
Entailed testing (key words, ads, promos), competitive research + applying SEO best practices to maximize free listings for costly terms.
Contributed to 13% revenue growth by executing email marketing strategy including

Director, 01/2006 to 01/2010
Lockton – San Diego , CA

Online Enterprise Marketing Joined start-up B2B web division focused on driving e-Commerce sales across brand sites and generating leads for sales force closure.
Achieved key performance indicator (KPI) goals per creation and execution of marketing campaigns.
Proved value of digital investments, gaining more staff and additional$1M budget.
Hired and mentored team, serving as in-house digital agency.
Presented results and drove improvement opportunities into action.
Doubled site traffic from social, paid search, affiliate, email and retargeting, and increased conversion rates per launch of campaign landing pages.
Included A/B / MV testing across all initiatives.
Tripled daily lead rates and sales via Live Chat deployment across sites.
Retained 75k customers via launch of new loyalty programs (Anniversary, Refer a Friend).

Senior Account Manager, 01/2004 to 01/2006
Raising Cane's – Lawrence , KS

Proactively identified clients (B2B & B2C) needs and addressed them with digital solutions including

Online Marketing Strategist, 01/2004
WEICHERT REALTORS – City , STATE

Led overall digital strategy, roadmap planning and implementation of online programs.
Responsibilities included increasing agent enrollment into Weichert lead network program, which doubled profits for web division.
Drove 500% increase in prospects searching Weichert.com for their real estate needs via paid advertising campaigns.
Tripled lead capture - closure rates through usability improvements and ongoing optimization per A/B test learnings.
Wrote copy for websites, banners, emails & brochures, doubling readership and response rates.

Manager, 01/1992 to 01/2003
AT&T CONSUMER & BUSINESS SERVICES – City

Global Sales, Marketing and Partnerships Held variety of roles starting as Global Account Manager for AT&T's largest clients, responsible for solution selling and relationship management.
Acquired 3-year client term plan, securing $50M revenue commitment to AT&T.
Promoted to HQ to lead co-marketing campaigns, driving thousands of new customers for AT&T and partner (Fortune 500) companies.
Drove retention of 1.5M WorldNet dial-up subscriber base, and successful migration to digital solutions.
Managed 60 mass media launches, increasing market share 20%.
Launched CRM campaigns, resulting in 13% response rate vs.
4-5% objective.

Customer Experience (CX) Leader, 02/2017 to Current
Verizon – City , STATE
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Education

MBA: Marketing, 1996
Fairleigh Dickenson University - City, State

BSBA: Marketing, 1992
The American University - City
Marketing Cum Laude

MBA: test, 2010
test - City
Customer Centric Marketing

MBA: Social Media Marketing, Rutgers University - City, State
Social Media Marketing

Certified Usability Analyst (CUA) * Human Factors International (HFI)Fundamentals of Online Testing, Usability (CX) and Design * MECLABS Certified Search Engine Optimizer (SEO) * Ayima Certified Search Engine Marketer (SEM) * Google and Yahoo: Business / Marketing Analytics, Rutgers University - City, State
Business / Marketing Analytics

Additional Information

RECENT RECOGNITION Honorary speaker at Rutgers, AMA & ForeSee industry events. Video & Article: http://bit.ly/2ijMh49 Awarded Certified Usability Leader of the Month. Industry article: http://bit.ly/1GTYTZs Endorsements on LinkedIn: http://www.linkedin.com/in/stacysherman

Certifications

Mini MBA, Customer Centric Marketing ▪ Rutgers University ▪ 2016
Mini MBA, Social Media Marketing ▪ Rutgers University ▪ 2015
Business / Marketing Analytics ▪ Rutgers University ▪ 2014
Certified Usability Analyst (CUA) ▪ Human Factors International (HFI) ▪ 2014
Fundamentals of Online Testing, Usability (CX) and Design ▪ MECLABS ▪ 2014
Certified Search Engine Optimizer (SEO) ▪ Ayima ▪ 2014
Certified Search Engine Marketer (SEM) ▪ Google and Yahoo ▪ 2008

Resume Overview

School Attended

Fairleigh Dickenson University
The American University
test
Rutgers University

Job Titles Held:

Voice of Customer (VOC) Leader
Senior Digital Marketing Manager
Director
Senior Account Manager
Online Marketing Strategist
Manager
Customer Experience (CX) Leader

Degrees

MBA : Marketing , 1996
BSBA : Marketing , 1992
MBA : test , 2010
MBA : Social Media Marketing ,
Certified Usability Analyst (CUA) * Human Factors International (HFI)Fundamentals of Online Testing, Usability (CX) and Design * MECLABS Certified Search Engine Optimizer (SEO) * Ayima Certified Search Engine Marketer (SEM) * Google and Yahoo : Business / Marketing Analytics ,

Voice of Customer (VOC) Leader Resume Example

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