EDUCATION
University of Mississippi University, MS
Bachelor of Arts in Integrated Marketing Communications May 2019
RELEVANT EXPERIENCE
Nuu Mobile Irving, TX
Customer Service Manager Jan 2022 - Feb 2024
●Led a high-performing team of Customer Service Associates, driving streamlined ticket management and achieving a 95% client satisfaction rate.
●Implemented innovative client onboarding processes, resulting in a 30% reduction in onboarding time and increased client retention by 25%.
●Primary contact for processing sales orders, returns, and inquiries for customizable software and mobile devices
●Presenting and constructing software solutions tailored to meet the needs of corporate clientele
●Managed multiple customer channels and internal communications
Marketing Specialist May 2021 – Dec 2021
●Established and implemented standards on tracking, optimization, reporting and analytics to enhance revenue and return on investment
●Developed daily analytics of all data on all social platforms while creating monthly Key Performance Indicators (KPIs).
● Formulated promotions and social ad campaigns, securing compliance with the company’s marketing campaign plan and channels.
●Communicated overall marketing plans, researched market trends, products/services demand, and competitor research.
● Expanded community/influencer outreach initiatives and managed the designs for social media visuals and captions.
Intuit Mountain View, CA
Sales Consultant Nov 2020 – Apr 2021
●Strategically analyzed customer activities, resulting in a $200,000 revenue increase within six months.
●Cultivated lasting client relationships, engaging with 40-50 clients daily, and earning a Net Promoter Score (NPS) of 9.5.
●Collaborated cross-functionally to ensure seamless customer service delivery, contributing to a 15% increase in customer satisfaction ratings
●Capitalizing on the advantages offered by the subscription-based service, purchases increased by 15%, leveraging its features and benefits
CSpire Ridgeland, MS
Account Service Representative July 2019 – July 2020
●Drove 20% business growth by identifying emerging market opportunities and nurturing customer relationships to surpass sales targets.
●Achieved a 65% improvement in problem resolutions by implementing a structured troubleshooting resolution tree.
●Maintained an average of 5-6 fiber sales weekly, while providing leadership to a team of seven Account Representatives.
Digital Specialist Aug 2018 - July 2019
●Enhanced customer retention by 40%, leading to increased sales and revenue.
●Increased app usage and page views by 80% through proactive engagement with customers via live chat.
CERTIFICATIONS/RELEVANT SKILLS
•ServiceNow Systems Administrator Exam
•Google Analytics Certification
•Salesforce
•Tableau
•Microsoft Suite (Office, Excel, Word)
•Customer Retention
•Account Management
•Communication
•Problem-solving and Troubleshooting
•Marketing Strategy Development
•Customer Relationship Management (CRM)
•Market Research and Analysis
•Digital Marketing (Email, Social Media, SEO, SEM, Content)
•Customer Experience Optimization
•Cross-functional Collaboration
•Adaptability and Flexibility
•Client Onboarding and Training
•Customer Satisfaction
•Team Leadership
•Project Management