Pasha D Crowell
Denver
Summary
Dynamic and results-driven customer experience professional with expertise in consumer insights, customer experience strategy, and consulting. Skilled in storytelling, data analysis, and cross-functional collaboration, with a proven track record of leading innovative solutions that deliver measurable business value. Adept at fostering team cohesion, leveraging data to identify opportunities, and creating impactful strategies that enhance customer satisfaction and organizational growth.
Overview
11
11
years of professional experience
Work History
Consultant Manager | Consultant Senior Specialist
Concentrix – Remote
12.2018 - Current
- Led cross-functional teams and managed/mentored direct reports, fostering team development and ensuring high performance.
- Delivered measurable ROI ranging from $400K to $10M per project for small, medium, and enterprise clients.
- Defined and executed customer experience strategies leveraging market research, persona development, and journey mapping, ensuring alignment with client objectives.
- Spearheaded data analysis initiatives to uncover actionable insights, driving product recommendations and enhancing customer engagement and retention.
- Collaborated with stakeholders to design and execute pilot programs, fostering long-term client relationships and achieving sustainable improvements in customer satisfaction.
- Presented comprehensive customer experience reports and visualizations to senior leadership, translating complex data into clear, strategic recommendations.
- Managed due diligence processes, ensuring alignment of customer experience goals with business deliverables across internal and external teams.
- Facilitated focus groups with call center agents and team leaders to identify and implement process optimizations, resulting in operational efficiency.
Senior Marketing Manager
Instream Global
Waltham
12.2016 - 07.2018
- Collaborated with product teams to expand product and service offerings, adapting messaging and promotions to meet market demands.
- Analyzed ROI on marketing initiatives, leveraging data to refine strategies and enhance campaign performance.
- Developed recommendations and presented performance analysis for advertisers, enabling targeted improvements to marketing campaigns.
- Designed and delivered consumer research results to leadership, sales teams, and retail partners, driving data-informed decision-making.
Sales Analyst
Instream Global
Waltham
08.2015 - 12.2016
- Developed and maintained weekly, monthly, and quarterly sales forecasts, leveraging data to identify trends and opportunities for growth.
- Designed and implemented analytical models to evaluate bookings, productivity, and account performance, enhancing strategic decision-making.
- Presented actionable insights and detailed reports to senior leadership, driving informed business strategies and operational improvements.
Campaign Analyst
JJill
Quincy
07.2013 - 08.2015
- Managed end-to-end email marketing campaigns, including segmentation, deployment, and performance monitoring.
- Enhanced campaign ROI through CRM data optimizations and automation recommendations.
- Analyzed customer segmentation and campaign KPIs, identifying profitable segments to maximize marketing efficiency.
Education
Bachelor of Science - Business Administration
Bryant University
Smithfield, RI05-2008
Skills
- Customer Experience & Strategy: Product Strategy & Lifecycle Management, Customer-Centric Product Development, CCaaS Solutions, Market Research & Competitive Analysis, Persona Development & Journey Mapping
- Data Analysis & Decision Making: Data Analysis, KPI Tracking, ROI Measurement, Strategic Reporting, Actionable Insights Presentation
- Leadership & Collaboration: Team Building & Training, Stakeholder Management, Cross-Functional Collaboration, Process Optimization, Pilot Program Management
- Technical Proficiency: Web Analytics (Adobe Site Catalyst, Visual Steel, Adtech, Kibana, Zendesk, Amazon Connect, Power BI), CRM (Salesforce), Email Marketing (Eloqua, Responsys), Microsoft Suite (Word, Excel, PowerPoint, Outlook, SharePoint)
References
References available upon request.
Timeline
Consultant Manager | Consultant Senior Specialist
Concentrix – Remote
12.2018 - Current
Senior Marketing Manager
Instream Global
12.2016 - 07.2018
Sales Analyst
Instream Global
08.2015 - 12.2016
Campaign Analyst
JJill
07.2013 - 08.2015
Bachelor of Science - Business Administration
Bryant University
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