Consulting professional focused on: customer cross-sell, retention and lifecycle management; sales and service operations strategy; data analytics and insights; process design and improvement; innovation and ideation

Led sales performance diagnostic of North America Consumer and SMB ecommerce, Telesales, and Chat channels for Global Consumer Electronics Client that became the foundation for a cross-organizational ideation session that identified initiatives to improve sales by an estimated 10%.
Facilitated agile ceremonies that improved collaboration and increased productivity of cross-functional team charged with implementing top-priority projects.
Coached initiative owners at Telecom Client to define execution plan and milestones for projects projected to save $27M over two years.
Identified operational improvement opportunities by mapping contract renewal process for Software Client.
Drafted playbook for B2B Fintech & Payments Client desiring to improve sales motion across business units.
Developed recommendation for preserving cross-sell relationship after divestiture of business units.
Managed production of business development collateral for Cloud by McKinsey product offerings.

Operationalized portfolio of customer retention offers representing $100M in annual contra-revenue utilized by 3200 frontline agents and available to 49M households. Maintained > 80% monthly save rate.
Launched pilot and subsequent national rollout of customer segmentation-based retention offer campaign, leveraging rules engine technology to shorten promotion time-to-market by 80%.
Partnered with data scientists to segment traditional and streaming video subscribers and develop retention offer pitches tailored to their viewing habits.
Managed two data analysts in the development of a retention offer effectiveness reporting suite.
Generated initiatives to drive cross-sales of wireless, broadband, and video services in support of client’s multi-year service-to-sales call center transformation.
Designed and launched comprehensive initiative that increased wireless activation rate in cross-sell-enabled customer contact centers by 10% over 6-month period.

Developed marketing plan for e-commerce startup, focused on building awareness through events, strategic partnerships, and content. Tactics contributed to 1200% increase in web traffic.
Developed marketing plan for a culinary class venture, focused on building awareness via social media.

Promoted within two months of joining non-profit to launch the Career Advancement Program (CAP), a leadership development program designed to retain high-potential, mid-career professionals of color at Fortune 500 companies. Led cross-functional teams on national initiatives supporting organization’s mission to empower a new generation of diverse leaders.
Implemented process changes to improve corporate partner and participant experience, commanding a 16% price increase and a 100% retention rate and securing a new partner for second program installment.
Managed 15-member cross-functional team in the execution of multi-day seminars hosted by Nike and Citi for an average of 250 participants and partner representatives. Achieved 90% customer satisfaction rate.

Teamed with Marketing Managers at $27M beauty brand to support distribution channel expansion into Sephora, Dillard’s, and Macy’s that resulted in over $3M in sales.
Developed content and copy for email marketing campaign, driving traffic to e-commerce website.
Organized event to obtain customer and cosmetologist feedback, initiating changes in product formula.

Selected as sole summer MBA intern for Girls’ World.
Evaluated market positioning of private label brand launched to retain customers aging into tween market segment.
Developed comprehensive “Sleepover Center” product and merchandising concept, utilizing insights from primary research and competitive analysis.

Served Communications and High Tech (C&HT) clients on enterprise-scale software transformations and process implementations.
Supervised four test analysts in integrated test plan effort for $100M broadband transformation project. Plan aided in the discovery and resolution of over 100 software defects.
Managed budget reporting process for 200+ member project team and oversaw the development of a budget reporting tool used to facilitate accurate reporting.
Directed three to develop suite of custom Business Objects reports based on business requirements. Created reporting process that led to the resolution of over 50 defects in proprietary testing software.
Increased membership of affinity group by 50% during tenure as appointed Communications Lead; instituted quarterly e-newsletter and launched group website.