Kourtney Goff

About Kourtney Goff

Proven leader with strong experience in Marketing, Strategy and Customer Experience…

Experience

1. Business Strategy Manager

   Verizon

   Oct 2020 — Present

   As a manager in Strategy & Execution, our focus is on capturing, consolidating, analyzing, and acting on voice of the customer and employee insights, to influence how we approach the evolution of surveys and all customer contact points- Constructing and driving our 3 to 5-year purposeful strategies focused on delivering the promise of world-class customer & employee experiences through data-driven external and internal insights - Successfully developed a comprehensive strategy for the evolution of capturing the voice of the customer insights to drive actionable insights across different workstreams within VCG Organization - Partnered with multiple segments of the business to create, build, and sustain relationships for scaling strategies enterprise wide - Put into effect our new Retail RIS model that rates CX on a scale of 1-5 aligning with VCG Org- Spearheaded VCG OMNI Communication strategy to reduce 50% of communication redundancy

Skills

• Public Speaking
• Social Media
• Problem Solving
• Time Management
• Technical Support
• People Development
• Store Management
• Outlook
• Teaching
• Access
• Marketing
• Teamwork
• Troubleshooting
• People Management
• Event Management
• Event Planning
• Inventory Management
• Microsoft Excel
• Sales
• Staff Development
• Communication
• Program Development
• Microsoft Word
• Microsoft Office
• Team Building
• Leadership
• Research
• Retail Sales
• Call Centers
• Customer Satisfaction
• Coaching
• Social Networking
• Training
• Customer Service
• Management
• People-Oriented
• Powerpoint
• Strategic Planning
• Community Outreach
• Higher Education