SKILLED MARKET RESEARCH PROFESSIONAL

NEW PRODUCT USER EXPERIENCE CUSTOMER SATSIFACTION TRACKING EXPERIENCE

• Well organized market research professional with a hands-on approach to managing multiple projects and accomplishing new product, user experience, and tracking results for franchisees billion dollar brands:
• Online, central location, face to face, telephone and in-store NEW PRODUCT research methodologies for Retail, Package Goods, Services, and Technology industry clients.
• Eye tracking, shelf testing, and heat map concept design testing USER EXPERIENCE technologies for assessment of proof of rebranding changes for a leading CPG snack food manufacturer.
• Managed end user customers, employees quantitative research and USABILITY web page user/ecommerce task sessions for adapting a staffing services company's worldwide website into the US.
• CONSUMER SATISFACTION: Created and presented CLEP, a customer loyalty and engagement program to a services provider's senior management that resulted in sales training program improvements.
• Managed USABILITY sessions to evaluate new personal tablet product, video game, and broadband service concepts for a leading operator of cable TV networks.
• TRACKING research that saved 10M by aligning tracking research with advertising flight schedules.

EXPERIENCE

Confidential

• Management of strategic, marketing, competitive, user experience, and product development consumer insights projects for a quick service restaurant's domestic and international departments.
• Designed, managed, facilitated, analyzed, and reported on hybrid quantitative-qualitative central location tests for delivery of actionable new product development strategies and plans.
• Presented new customer intelligence research on an important new product introduction.
• Assist in developing/refining the company's needs to evaluate, track, and report on domestic and international new products, markets, and promotions.

Confidential

• Strategic, product development, branding, concept, multi-cultural and advertising tracking consumer insights projects for a Forbes 500 consumer package goods company.
• Designed and managed the concept/product/positioning/pricing/messaging research for a major rebranding product launch. This re-launch made use of eye tracking, heat map concept tests, shelf testing, focus groups, and one on one interviews. Results were delivered in part at a kiosk during the company's annual sales meeting.
• Managed consumer insights for a key cross-functional corporate development initiative team.
• Improved research results by introducing best practices into the e-panel and CLT new product research processes. Utilized social media to lower low incidence recruiting process by 22 .

Confidential

• Strategic, new service, brand, website usability, competitive intelligence, communications, trend, and industry market analysis research for the US division of the world's second largest staffing company.
• Initiated a strategic markets study to identify customer needs, competitive positioning, and vertical market opportunities. Delivered competitive briefs for the field.
• Created and presented CLEP, a customer loyalty engagement program, to senior management. Added voice of the customer processes for retail, large account former clients resulting in sales training improvements.
• Rolled out a corporate database to assist sales, marketing and business concepts with new customer and market opportunities. Managed the database requirements, vendors, and the modeling development process.
• In response to growing local market analysis support, introduced wage survey processes that increased research efficiencies by 18 better managed intern support personnel.

Confidential

• Contract marketing research of new product, licensed, and strategic marketing projects.
• Managed usability sessions, focus groups, and quantitative marketing research projects to evaluate new personal tablet, video game, broadband service concepts, and technologies.

Confidential

Site analysis, segmentation, feasibility, and forecasting activities for a production homebuilder.

Confidential

• Account management for a full service marketing research supplier. Responsible for all phases of project management from design, proposal development presentation, support personnel management, field training, budgeting, and reports.
• Organized a Key Account Team to help stabilize a major services account's research spending.
• Utilized PDA interviewing for a leading restaurant chain's new product evaluation.

Confidential

• Contract marketing research of new product, licensed, and strategic marketing projects.
• Translated results of a large US strategic branding research presentation for senior management review.
• Created a 17-version questionnaire map for development of a multi-country quantitative research effort.

Confidential

• Market research in a start-up function for a call center software company.
• Developed a positioning plan to identify key corporate strengths and strategic markets. Information was disseminated to senior executive team and used for Melita's Financial Analyst IPO Tour and industry analyst reports. As a result, Melita received favorable industry analyst recognition including Company of Year Award from Frost Sullivan, and favorable Gartner Group and Datamonitor mentions.
• Implemented a new customer satisfaction research plan to help improve account retention which became a part of the Corporate Measurement Plan.
• Devised an approach to prioritize Melita's international market development efforts. Key countries identified led to development of a six-continent distribution network.
• Created a competitive intelligence system that generated technical product reviews. Identified the key competitive set and developed a system to gather and disseminate this information worldwide.
• Melita Breakfast of Champion's Award, 1997 Employee recognition award .

Confidential

• Designed new concept, services packaging, pricing, advertising commercial TV development, subscriber disconnect, employee satisfaction, and conceptual design website usability content design research.
• Moderated call center employee focus groups as part of a change plan project.
• Saved over 10M by organizing tracking research with advertising flight schedules.

Confidential

• Managed marketing research projects and intern support personnel. Responsible for study design, market and supplier selection, thru recommendation, report, and presentation. Utilized primary, secondary and syndicated methodologies. Researched trend, insight, concept, ethnography, product, test market, packaging, advertising, promotion, premium, competitive, and corporate issues.
• Managed new product research, which led to major introductions such as Arby's Sub, Light Menu, Grilled Chicken sandwich lines. These intros helped Arby's lead category with double-digit sales percentage increases.
• Directed UK market and local product testing which led to a Master Franchising Agreement.
• Organized a competitive US tracking system. In response to uneven product rollout results, utilized competitive gap information to help develop strategies for research. Results helped create new TV advertising that successfully positioned Arby's in underperforming markets.
• Developed internal screening for new products. Designed lower cost per interview techniques that reduced research costs by 13 . Improved topline turnarounds standardized panel methodologies.