Advisory Board Member Profile
Upper Deck Company
Senior Manager of Customer Experience
Areas of Expertise
Customer Experience Strategy, Customer-Focused Innovation, Customer First Culture, Principles of Customer Relationship Building
Having worked with the Upper Deck Company for over twenty years, I have been able to develop a diverse management background in Customer Care, Sales, Marketing, Public Relations and Social Media. Colleagues have called me an inspirational leader throughout all the management positions I have held with my current company.
By managing Upper Deck's Customer Care and Direct Sales teams for several years, I believe one of my strengths is my ability to develop staff and coach them into new roles. I have promoted over 40 employees to other opportunities within my organization.
In recent years I have truly enjoyed a management position in Marketing and Social Media and found my niche where I've had the greatest impact for the organization. I have created and implemented several initiatives that have made a real impact on our business like National Hockey Card Day, a nationwide sampling program and our Heroic Inspirations program which creatively uses trading cards to help support kid-focused charities. These types of programs drive loyalty and advocacy.
I have also implemented our social media strategy, corporate guidelines and created a social media committee. I run point on creating magnetic content in the social space on the Upper Deck Blog, Facebook, Twitter, Instagram, LinkedIn and YouTube in particular. I also rolled out our extremely popular Upper Deck Random Acts of Kindness program (#UDRAK) which changed the way fans talk about the category and our brand for the better.
Additionally I have worked with some of the biggest names in sports like Wayne Gretzky, LeBron James, Tiger Woods, Rory McIlroy, Shaquille O’Neal, Ken Griffey Jr., and more. I also have extensive experience in event management having ran point on huge industry trade shows and consumer driven events.