Jennifer Goetsch

Promoted to lead commercial strategy and execution across sales, service, and marketing. Focused on driving revenue growth, customer success, and market expansion for Lotus Beverage Alliance’s equipment division.

University of Nebraska - Lincoln Doane University

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Developed, owned, and implemented the overall sales strategy and goals • Drove the transition from Salesforce to Microsoft Dynamics saving $250k annually • Led team of 6 regional sales managers and account managers that serviced 1000 accounts and brought in over $60m in sales. • Created new contracts and streamlined contract process reducing process by 12 hours • Partnered with dynamic range of vendors, contractors, and consultants, enhancing relationships and ensuring new levels of efficacy, collaboration and project completion • Renegotiated operational vendor contracts to ensure mutually beneficial for current business landscape saving $300k annually • Built and led largest technology overhaul in 30 years, revolutionizing processing and overseeing a team of 25 and reduced tech spend by 50%

Joined Senior Leadership team – participating in business strategy discussions with C-Suite leaders • Increased NPS score 27 points year over year • Developed, owned, and reimaged CX and marketing strategy • Drove the collaboration between Sales, CX, HR and Finance while ensuring operational goals were determined and met • Reimagined and implemented an employee engagement team to drive culture that was consistent with company core values and business goals • Reinvented the personality and voice of the company which resulted in additional social activity and increased email open rates by 15% • Planned and organized annual in person and virtual user conference for 150 attendees • Established tradeshow and conference strategy, coordinating booth footprint, brand esthetics, on site meeting, and sponsorship levels

• Enhanced service level standards focused on reducing response times and providing high customer satisfaction • Developed, managed, and reviewed the division’s full budget • Assisted in creating, implementing, and monitoring sales infrastructure to enhance and support operations including sales reporting, sales analysis, customer renewal rates, and overall sales • Leveraged insight to replicate effective sales strategies based on customer buying patterns • Created an action plan to improve customer satisfaction based on feedback from surveys and focus groups • Created and rolled out a new customer onboarding plan • Developed and maintained an early warning system for customer churn to address issues and changes in buying patterns before it is too late • Created customer journey maps and used them to create process improvements and efficiencies • Provided thought leadership on innovative service delivery and experiences to company and industry

Continued all Guest Service Manager duties and additional responsibilities including: • Absorbed B2B Customer Support team operations • Created strategy to reduce FTE by cross training

Led Guest Experience team in providing high quality end user guest experience across multiple touchpoints and channels • Built and maintained division budget • Partnered with third party contact center, collection agency, data collection agency, etc • Developed strategy, processes, monitoring, and analysis of guest collection activity • Created strategy and managed all guest chargeback recovery efforts • Administered customer relationship management system • Administered internal and external phone lines and Interactive Voice Response system (IVR) • Resolved all escalated issues appropriately • Analyzed contact reporting to ensure goals are clearly defined and being met • Worked collaboratively with multiple departments to ensure positive guest experience • Identified potential areas for process improvement and efficiency creation