Allstate

Under the Marketing, Innovation & Corporate Brand division, Twannetta’s key objectives are to:

Improve exclusive agency marketing outcomes and business acquisition capabilities 

Spearhead performance marketing initiatives with a strong focus of return on advertising spend (ROAS) optimization, improve return on lead aggregation and lead generation campaigns.

Deliver strategic marketing segmentation to exclusive agencies and marketing partners with end to end marketing program management.

Optimize and develop organic marketing content, programs and processes to increase overall market share and penetration for Allstate’s insurance small business owners 

Influence performance management strategies, consultancy support and success of lead aggregator distribution programs

Direct Marketing Program Management Senior Consultant II

Twannetta’s key areas of focus: Go-To-Market Initiative Launch, Sales Effectiveness Analysis, Content Creation & Consultative Support:

Twannetta implemented sales effectiveness strategies, sales process & product initiative launches to enhance countrywide agency engagement & adoption. Through collaboration with sales partners, marketing & implementation teams, she improved process installation & maximized key growth metrics in exclusive Allstate Insurance agencies in 5 southeastern states.

Twannetta consulted Allstate agency business owners (1:1 & group consulting) using segmentation, KPI analysis & market trends to maximize agency revenues, enhance their book of business, enhance agency growth strategies, & new business opportunities within their market. She partnered with district sales leaders to enhance consultation effectiveness.

Senior Sales Effectiveness & Business Process Support Consultant  II (PSC)

Florida Native Plant Society Pine Lily Chapter, Inc

Elected as Education Chair, Twannetta support’s public relations and community education of the environmental impacts of Florida native plant resiliency. She curates native plant endangerment awareness through public relations campaigns, school curriculum and public policy initiatives. She advocates for sustainability and fundraising efforts for chapter, member and community development.

Twannetta’s initiatives include: 

Research, editorial contributions to white papers and public policy awareness communications.

Assistance with the 'Butterflies of Osceola County' and  'Birds of Osceola County' publications.

Co-creation of a 'Native Plant Habitat Certification' program and 'How to Create a Native Plant Landscape' PDF book.

Monitoring of legislation impacting Central Florida roadways & neighborhoods for the sake of preserving native plant and animal habitats.

Attendance to chapter and state-wide Florida Native Plant Society Board of Directors' meetings.

Collaboration on conservation, restoration and educational programming.

Research and policy writing for model city and county landscape ordinances.

Coordination assistant for the 'Model Land Development Code' from the 'Standpoint of Conservation and Climate Change Amelioration' project.

Coordination of plant salvage projects, permit processing and reception sites for rare and endangered plants.

Education Chair- Board of Directors

A Better You by Twannetta LLC

The firm's primary goal is to improve marketing outcomes, intellectual property management, operational excellence & value within small businesses by implementing cost-saving measures to improve customer acquisition, retention & profitability. 

We provide businesses & nonprofits with digital & content marketing admin support. We specialize in support within the following areas: 
Copywriting / content creation 
Digital, content & social media marketing strategies 
Influencer marketing
Technical program management
Career coaching

Founder, Marketing Strategy & Principal Consultant

Solid State Operations

Twannetta is a resourceful leader who was responsible for adjudication of unemployment claims for Alabama Department of Labor. She determined claim accuracy, timeliness and relevance of facts provided by employer & claimant. She executed decisions of claim eligibility per state and federal regulations.

Adjudicator II

Morgan & Morgan, P.A.

Twannetta is a law firm strategic operations leader who was responsible for the for the day to day management for the law firm’s case consultant/intake specialist team. She supported the law firm's Case Control Center with implementation of strategic initiatives created to increase revenue, exceed client expectations and drive employee excellence while decreasing inefficiencies. She utilized Salesforce CRM to maintain represented clients and prospects customer journeys, create targeted marketing segmentation to prospective clients, track lower sales funnel operations, define, analyze and enhance the client experience.

Operations Leader

Travel + Leisure Co. 

Legal manager who oversaw department ranging from 25-51 on-site and remote contact center associates and contact center leadership. Operationally supported 100+ associates within the following areas: customer crisis/ escalation communication, inventory return, foreclosures, legal matters, learning and development and program and product management.  Created and implemented reporting metrics/ policies to drive exceptional customer service, employee engagement and revenue management. Successfully managed the company’s industry award winning Ovation inventory return program. Through my efforts and that of my direct reports and contributing project team members, I directly supported a return value of over 10+ million dollars in retro sales value (rsv) back to the organization, over a 5 year period, with the Ovation program. I collaborated and created organic marketing collateral, digital marketing through social media channels and ad-copy advertising methods to drive awareness of the program to over 1 million timeshare owners. Conducted social listening to determine increase in absolute and relative sentiment. I oversaw all aspects departmental training and technology. I successfully maintained relationships with external legal vendors (attorney offices, Title companies, etc.) and conducted cost analysis for budgeted spend for contracted legal expenses.

Sr. Operations Manager- Consumer Finance, Title Services, Legal Contact Center & Training

Supervised team of 20 in-house and remote associates responsible for company reputation management by addressing highly escalated owner complaints and customer crisis communications. Created and streamlined award winning executive complaint resolution process. Created official corporate and customer facing documents and implemented online servicing platform for customer complaints. Conducted root-cause analysis and acted as senior consultant to sales leadership to identify negative sales trends and improve customer retention and loyalty. Consistently delivered win-win resolutions for owners & company.

Supervisor, Legal & Executive Response

Entrusted to manage the reputation of the company by addressing all highly escalated and executive level complaints from customers and external stakeholders. I implemented solutions using customer centric approaches and RPIE methodology to benefit both the customer and company while mitigating further negative exposure of complaints on social media, with state regulators and word of mouth. My efforts landed an article in the industry magazine, Timesharing Today where satisfied customers provided a personal account of the level of service experienced when working with me. I was regarded as the subject matter expert to communicate company policy and best practices when applicable. I utilized Six Sigma practices to streamline the escalation process flow from inception. I partnered with Legal Operations, in house legal counsel and external entities such as the Better Business Bureaus to amicably resolve customer complaints. I provided comprehensive executive updates to communicate final resolutions agreed upon by both the customer and company.

Executive Case Manager, Owner Care

Owned response and resolution for highly escalated financial concerns. Resolved high stakes escalations and utilized negotiation techniques, accounting adjustments, loan re-amortizations and cured collections activities. Facilitated de-escalation techniques training, created internal marketing and job aids for training guides and  conducted refresher soft skills training & proper account handling to peer Financial Services employees.

Financial Services Account Manager, Consumer Finance

Healthfirst

Provided medical claims consultancy service and insurance reimbursement for medical facilities for the states of New York and New Jersey Medicaid systems. Educated healthcare providers of eligibility requirements in maintaining government insurance, ensured provider claims were paid on time and communicated charge code changes that impacted final payout of claim to providers.

Consultant II, Provider Member Services

An experienced PR, marketing, communications & business growth leader, Twannetta has been featured in Timesharing Today, Stack Influencers, The Journal WSJ podcast & numerous national & regional campaigns. She is an editorial contributor to national nonprofit SkillUp Coalition. She is an award winning marketing & business strategist who drives results, influences impactful content, embodies curiosity, humility & excellence. She develops efficient teams & improves small businesses’ metrics to exceed customer acquisition & revenue goals. She has earned 12+ years content /digital marketing, e-commerce & copywriting experience, 11+ years high profile product & project management experience & 14+ years of customer advocacy, legal (contract negotiations, drafting & vendor agreements), hospitality management & business consultancy. She led digital & social media marketing strategies from sales funnel to 30% conversion rate. 

She led teams of 51+ direct reports with a specialty in high stakes issue resolution & legal matters. Now she provides business growth & marketing strategy countrywide in multiple districts & markets to over 800 agency franchise locations.

As project lead, Twannetta successfully led the go-to-market strategy for the hospitality industry's most impactful inventory return program for a prominent timeshare company. She delivered inventory return goals (estimated financial impact of over 10 million dollars over a 5 year period) while providing company & customers with win-win inventory exit solutions from 2014-2020. She implemented initial project requirements, customer service, internal & public relations messaging campaigns. She created social media marketing strategies for the industry's revered Scambusters program from 2015-2020, designed to counter scrupulous timeshare exit companies targeting vulnerable timeshare owners searching for contract exit solutions.

She is the recipient of numerous awards, industry recognition & nominations, individually & as a core project team: American Resort Development (ARDA) Award for Innovation- Ovation by Wyndham Program May 2016 & nomination for an American Resort Development (ARDA) Award for Customer Service April 2019.          

Inquiries:
twannettaweaver@gmail.com

Core Competencies:
Servant leadership
Business consulting
Content marketing 
Influencer marketing 
Digital campaign management
Organic & paid ads: Instagram, Facebook, LinkedIn, TikTok, SEO + Sentiment
Copywriting
Corp comms
Contract & vendor management 
PR Strategy 
Hospitality law
Case management 
Product & project management

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