Courtney W., CAPM, CSM

Experience

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  Marriott International

  Apr 2008 - Jun 2014

  Guest Services Representative

  • Hospitality Excellence: Exemplified the core of hospitality by ensuring every guest enjoyed a seamless and enriching stay.• Guest Interaction: Interacted with a diverse array of guests daily, leveraging professionalism and warmth to exceed their expectations.• Guest Check-In and Check-Out: Oversaw the meticulous process of guest check-ins and check-outs, leaving no detail unattended for a welcoming experience.• Responsiveness to Guest Inquiries: Displayed swift and effective responsiveness to guest inquiries and concerns, consistently enhancing their comfort.• Team Collaboration: Collaborated seamlessly with a dedicated team, upholding Marriott's distinguished values and contributing to the hotel's renowned reputation. Show less

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  AT&T

  Jan 2014 - Sept 2016

  • Sales Performance: Consistently achieved and exceeded sales targets, demonstrating exceptional sales skills and product knowledge.• Customer Relationship Management: Built strong rapport with customers, providing personalized service and solutions tailored to their needs.• Product Expertise: Maintained up-to-date knowledge of the latest mobile devices and services, effectively educating customers and driving sales.• Problem Solving: Resolved customer inquiries and issues promptly and effectively, ensuring a positive customer experience.• Team Collaboration: Collaborated with team members to share best practices and strategies for achieving sales goals. Show less • Sales Performance Improvement: Coached and developed representatives, elevating their closing techniques and objection-handling skills using targeted tools and sales methodologies. This effort led to a remarkable 72% increase in our close rate.• Incentive Program Launch: Spearheaded the launch of an incentive program aimed at boosting DirecTV sales performance within the call center. The program achieved exceptional results, driving a remarkable 113% increase in overall performance.• Team Goal Setting: Assumed the responsibility of setting weekly goals for a team of 15 inside sales representatives, fostering a sense of direction and purpose that contributed to their success.• Peer-to-Peer Coaching Initiative: Pioneered a peer-to-peer coaching initiative, fostering a collaborative learning environment among team members. The result was a remarkable 20% surge in sales productivity and a substantial 15% reduction in customer escalations. Show less

  • DMDR Consumer Sales Account Representative

    Apr 2011 - Sept 2016

  • Manager in 60 (Mi60)

    Jan 2014 - Jan 2015
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  Thryv

  Oct 2016 - Sept 2023

  • CRM Transformation: Manage CRM transformation and Marketing Technology implementation for B2B and B2C clients, enhancing digital experiences and increasing customer satisfaction.• Customer Journey Analysis: Conduct in-depth customer journey analyses and develop tailored digital solutions to align with client needs, driving user engagement metrics.• SEM and SEO Optimization: Oversee integration and optimization of SEM and SEO strategies, improving digital campaign performance and client ROI.• Client Relationship Management: Cultivate and maintain strong client relationships, ensuring needs are met and expectations exceeded.• Cross-Functional Collaboration: Collaborate with web design teams to develop high-conversion landing pages, increasing client lead generation and engagement. Show less • Website Solutions Delivery: Lead digital design teams to deliver user-centric web solutions, improving client website traffic and engagement.• Sales Strategy Development: Guide sales representatives in developing targeted content and keyword strategies, increasing website visibility and engagement.• Customer Journey Mapping: Collaborate with cross-functional teams to develop customer journey maps, elevating customer satisfaction scores.• Sales Analytics: Train sales representatives on utilizing Google Ads analytics for data-driven campaign adjustments, improving click-through rates.• Process Optimization: Analyze key metrics and implement process improvements to streamline sales operations, increasing efficiency and productivity. Show less • Client Relationship Management: Cultivated and maintained strong relationships with clients, ensuring their needs were met and expectations exceeded.• Strategic Account Management: Developed and executed strategic account plans to drive revenue growth and client satisfaction.• Acquisition Strategies: Implemented effective acquisition strategies, resulting in a significant increase in client portfolio and revenue generation.• Market Analysis: Conducted market analysis to identify opportunities for business expansion and growth within the target market segments.• Campaign Optimization: Optimized marketing campaigns based on data analysis and market trends, maximizing ROI for clients. Show less

  • Outside Media Consultant

    Oct 2019 - Sept 2023

  • Inside Sales Manager

    Jan 2018 - Oct 2019

  • Business Advisor

    Oct 2016 - Jan 2018
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  LHut Media

  Sept 2023 - Feb 2024

  Public Relations Project Manager

  • Event Management: Lead the execution of "Urban Beats & Eats with LHut," a monthly culinary and music fusion event, increasing attendance and social media engagement.• Performance Analysis: Conduct performance analysis of campaign events, refining marketing strategies to improve ROI.• Team Coordination: Coordinate cross-functional teams to ensure seamless event execution and maintain high on-time delivery rates.• Project Budgeting: Develop and manage project budgets and resources to ensure projects stay within budget constraints.• Project Tracking: Utilize project management tools to track project progress, milestones, and deliverables for transparent and accountable project management.• Stakeholder Reporting: Prepare project reports for stakeholders, providing actionable insights to inform future event planning and marketing strategies.• Continuous Improvement: Facilitate regular team meetings to review project performance, identify areas for improvement, and implement lessons learne Show less

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  CBS 42

  Feb 2024 - Aug 2024

  Marketing Strategist

  • Strategic Marketing Campaigns: Develop and execute targeted marketing campaigns for local businesses, driving brand visibility and customer engagement.• Cross-Functional Collaboration: Coordinate efforts with designers, writers, and social media specialists to ensure cohesive and impactful campaign execution.• Project Management: Implement Agile and Scrum methodologies to streamline campaign workflows and reduce project completion time.• Budget Management: Manage project budgets effectively, achieving cost savings through strategic resource allocation and vendor negotiations.• Stakeholder Engagement: Facilitate stakeholder meetings and presentations to secure buy-in and ensure alignment with business objectives and KPIs.• Timely Project Delivery: Develop project plans and timelines, ensuring all milestones are met on schedule for on-time project delivery. Show less