Strategy Expertise

Extensive experience developing enterprise and business strategies encompassing data and analytics, customer experience, digital technology, marketing, operations, sales, and service. Examples include:

• Selected from nearly seven hundred employees to serve on the Strategic Governance Committee. Assisted in corporate strategy, program charters, and aligning business unit resources to deliver results. Contributed to an expected 18% operating cost reduction.

• Developed strategic charter for a customer relationship management program that addressed technology, processes, and practices to increase employee and customer satisfaction, customer retention, operational efficiencies, sales growth, and profit. The C-Suite approved the project and moved forward with resource allocations.

• Designed annual strategic business plan and roadmap based on performance, operational analysis, market and channel study, and customer segment analysis. Reduced yearly marketing expenses by 12% while increasing new customer acquisitions by 8%.

• Developed succinct easy-to-understand brand strategy built on research and analytics and focused on sustainability, differentiation, and relevancy which helped shape Dupaco's mission, vision, values and statements of strategic direction.

Transformation Expertise

Comprehensive expertise leading substantial business and digital transformation initiatives, aligning business teams around a unified vision, strategy and operations. Examples include:

• Built marketing department from a team of 5 to 24, advancing data and technology, business intelligence, digital marketing, product management, and customer experience, contributing to a 256% increase in banking customers (64,000 to 164,000).

• Implemented Salesforce Marketing Cloud and developed new modernized processes, resulting in a 23% increase in the # of campaigns produced allowing for the expansion of retention efforts.

• Pioneered implementation of Savvy Money, a digital credit monitoring technology, resulting in unprecedented user adoption, exceeding the goal by 58%.

• Pioneered migration of customer surveys from on-premise to the cloud with Members Loyalty Group, resulting in timely automated survey management and increased member follow-up by 28%.

• Spearheaded conceptualization and execution of Thank Use, an award-winning patronage dividend program, resulting in $27.7 million distributed to 100,000+ customers since inception, resulted in increased loyalty, account relationships, and customer referrals.

Leadership Expertise

Seasoned manager of data analysts, strategists, and technical data teams, specializing in nurturing, empowering, and mentoring high-performing individuals to achieve outstanding outcomes in dynamic environments.  Examples include:

• Collaborated with diverse business functions (IT, software development, marketing, sales, finance, customer service, compliance, risk management, and operations) to understand business and technical requirements, navigate trade-offs, secure buy-in, and successfully launch the inaugural Thank Use patronage dividend program. Resulted in a creative program, delivered on time, within budget, and with intended benefits, and won innovation awards.

• Mentored and developed 8 high-performing data analytics, strategy, and technology leaders, 5 of which were promoted.

• Organized and conducted over 10 team workshops to share vision, collaborate, and ideate, resulting in committed and empowered team members who contributed to strategic initiatives and tactical outcomes.

• Regularly hosted one-on-one coaching sessions with direct reports, and conducted team meetings to ensure alignment. This resulted in high employee loyalty and consistent employee satisfaction scores that exceeded the organization's average.

Communication Expertise

Long history of outstanding communication skills, coupled with building meaningful relationships, resulting in a culture of accountability and strong leadership.  Examples include:

• Simplified complex business outcomes into a succinct story-telling powerpoint that allowed executives to understand performance and business drivers, resulting in a shift in priorities.

• Consulted with tactical digital marketing execution team to understand data analytics needs and ensured the development of dashboards resulting in better utilization of marketing spend and increased profitability.

• Collaborated with diverse business functions (IT, software development, marketing, sales, accounting, finance, customer service, compliance, risk management, and operations) to understand business and technical requirements, navigate trade-offs, secure buy-in, and successfully launch the inaugural Thank Use patronage dividend program. Resulted in on-time, within budget, and with intended benefits and won several innovation awards. 

Expertise Summary

Advanced Analytics

Data Science and Statistical Modeling

Quantitative and Qualitative Research

Financial Analysis

Financial Management

Dashboards and Reports

Database Marketing

Roadmaps

Workflow and Process Improvement

Product Management

Project Management

Complex Problem Solving

Transformation and Innovation

Influential Leadership

Cross-Functional Collaboration

Relationship Building

Voice of the Customer

Customer Experience

Marketing Technology

Tools and Technology

• Highly proficient in Microsoft Excel with advanced functions, Power BI, PowerPoint, Outlook, Sharepoint, Wrike, and Miro.

• Working knowledge of Azure EDW, Azure Synapse, Salesforce Marketing Cloud, CRMNext, Python, SQL, Jupyter Notebook, Pandas, NumPy, MatPlotLib, Jira, Confluence, Databricks, GitHub, Talend, and TensorFlow.

• Experience with multiple marketing, customer, banking, and accounting information systems.