Background

Michelle Patterson is a results-driven leader with a record of improving results by creating and delivering strategic marketing and sales programs. She is effective in consultation and working with C-Suite executives and cross-functional teams. Michelle is an agent for change, creativity, innovation, and problem-solving. She can connect the dots between strategy and the bottom line.

Job experience

• September 2014 - April 2020
  Customer Experience Manager (Formerly Sales Manager)
  Macy's NorthPark Center
  

  Dallas, TX, USA

  • Managed several departments within a fast-paced $60 million-dollar strategic door—home store including soft home, luggage, wedding & gift, and furniture; children's and men's store; women's ready-to-wear; intimates; handbags and accessories portfolio. Served as Home store SME for best practices and governance in the twelve-store district.
  • Oversaw all aspects of day-to-day customer service operations, including interviewing, staffing, training, merchandising, audit control, associate development, and vendor relationships.
  • Focused on the training and development of 25 associates to provide outstanding customer service to drive sales, loyalty, and clientele transactions.
  • Increased furniture sales 2.1% FY over plan vs. company fall season.
  Increased sales 5.1% FY over plan for home store fall season vs. spring season.
  • Increased sales from 3%-5% FY YOY in the home store, handbag, accessory, and children's department.
  • Coached a 30-point increase in customer service score on the department scorecard in home, children's, and handbags.
  • Drove the company's strategic direction while managing my team and another Manager's team who was out on medical leave.
  

• January 2009 - June 2016
  Marketing Consultant (Freelance)/Owner
  PAT & PARIS ASSOCIATES
  

  Dallas, TX, USA

  • Provided integrated marketing strategies at the national and regional levels to drive profitable growth for B2B (retailers) and B2C (direct to consumer) channels.
  • Developed, recommended, and executed digital content strategies for corporations, small businesses, start-ups, and content creators.
  • Oversaw, created, and completed marketing material, B2B strategies, demand generation marketing, sales communication, and social media strategies.
  • Helped migrate a client from one marketing automation program to another one. Recreated forms, campaigns, and process flow to ensure information was captured and documented accurately.
  • Partnered with creative, editorial, production, compliance, sales, and public relations to develop and execute new and effective marketing campaign strategies to increase awareness, demand, and revenue growth for a college textbook publisher.
  • Analyzed historical channel and product performance to identify new opportunities for revenue growth for a medical office.
  • Assisted in the planning and executing market research activities (surveys, focus groups, reviews, faculty interviews).
  

• March 2011 - November 2013
  Program Manager
  Nationwide Insurance
  

  Columbus, OH, USA

  • Selected for a highly visible General Management Rotation Program (GMRP) individual contributor role, which included assignments in vital functions across multiple brands. Assignments in King of Prussia, PA, Des Moines, IA, San Antonio, TX, and Columbus, OH.
  • Nationwide Investment Management Group—Directed the strategic alignment and success of the large corporate programs and initiatives for fund related project implementation. Motivated and inspired matrix teams, resulting in a 92% project team approval rating for all agile projects completed on time within budget.
  • Nationwide Insurance—Established workflows for hiring, training, and onboarding Associate Agents for the regional office exclusive agent channel, which resulted in an increased retention rate of 75% versus an average of 45%.
  • CSSS/Personal Lines Service Center—Performed Operation Manager duties for a 24/7/365 call center made up of 1,700 Associates. It took over 7 million calls annually in five remote locations. It resulted in an optimized service level goal of 75%-85%, a 23% success rate.
  • Nationwide Financial—Led cross-functional team that saved the division approximately $98k for not-in-good-order (NIGO) electronic order entry submissions by assisting with scrum backlog and reporting.
  

• October 2010 - March 2011
  Digital Marketing Manager (Contractor)
  Oxford University Press
  

  New York, NY, USA

  • Brought in to relaunch the global oed.com. Managed essential strategic higher education, university, and corporate library partnerships. Oversaw the global budget for the relaunch of the website.
  • Directed robust redesign and re-release of online subscription-based dictionary website in a rapid 60-day cycle; optimized SEO, SEM, and social media to drive results that resulted in an increase in renewals by 63%.
  • Created the digital road-map for the subscriber-based user experience and increased traffic by 50%. Prevented cancellations by 25% and cultivated customer loyalty with web seminars, direct email campaigns, and Marcom efforts in anticipation of the new release.
  

• June 2007 - January 2009
  Executive Director of Marketing
  Kaplan
  

  New York, NY, USA

  • Managed a $5M budget to support strategic planning, communication, and execution of the company's vision for the consumer, higher education, and K-12 book publishing division and reported to the President.
  • Led, developed, coached, and motivated a 5-member team in Marketing, Public Relations, and Creative/Package Design to accomplish main corporate business objectives. Managed strategic partnerships internally and externally.
  • Created and managed capital projects that focused on resource planning and scheduling to meet product, customer, and digital requirements. Resulted in savings of $50k in FY.
  • Managed the complex online user experience and market information with success in single-handedly targeting, soliciting, and growing accounts, which included business valued at $1.5 million in new revenues.
  

Education

• Roosevelt University
  MBA
  

  2013 - 2014
• American Intercontinental University
  BA
  

  1986 - 1991

  Business Administration
• American Intercontinental University
  BA
  

  1986 - 1991

  Fashion Merchandising