Ian Hislop

• Led CRM acquisition strategy across all verticals, utilizing email, push, SMS, and in-app messages.

• Developed and scaled a lead generation program from ground up, including SMS opt-in.

• Conducted regular analysis of CRM funnel KPIs to identify optimization opportunities, collaborating with cross-functional teams.

• Partnered with Integrated Marketing, Product Marketing, Product, Insights, and other stakeholders to drive acquisition and retention goals.

• Created best-in-class testing roadmaps, facilitating experimentation planning and development to scale learning.

• Collaborated with product, data, and engineering teams to design and launch complex automated campaigns, ensuring error-free implementation, testing, and quality assurance.

• Assisted in overhauling reporting structures and dashboards, enhancing program visibility internally and to cross-functional teams.

• Managed, mentored, and developed a team of [number], contributing to their professional growth.

• Screen and evaluated applicants for hire, improved training through - put by 30%- 32%.
  Revamped evaluation process and hiring managers evaluation form, reducing training attrition by 40%.
  Developed and Implemented pre-OJT assessment improving agent transition rate, allowed for coaching
  and development of unskilled candidates and transition of competent agents.
  Identified and pooled low performing agents for targeted client KPIs in care bays, utilized specific learning
  styles and tactics to drive performance by 50%.
  Led companies only supervisory team handling escalations, improvements in customer satisfaction
  score (CSAT) from 10 % to 48% in 6 months (380% increase).
  Enhanced team performance through coaching, feedback and effective and communication, increasing
  team efficiency rate by 15%.
  Facilitated alignment and managed daily activities for over 30 employees and conducted, collaborated with
  Senior Management on employment decisions.
  Provided timecard (payroll) approvals for discrepancies related to special events, performance
  management and system glitches.