Customer Service Social Media

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

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