SKILLS
Maintains a positive attitude, adapts to a team spirit and works well with others
Has a willingness to accept coaching and feedback from coworkers, Team Leads and Managers
Able to work independently as well as on a team focused on producing high quality results
Deep understanding of analytical tools, approaches and methodologies for customer acquisition (A/B testing, funnel analysis, email drip campaigns, etc)
Fluency in paid search including Google Shopping/AdWords
An organized individual with great attention to detail and focus on quality of results
Remote PC and software support experience
Experience diagnosing and resolving problems in a multi-site environment
Understanding, sensitivity and respect for different cultures, traditions, and customs
Strong oral and written communication skills
Experience with graphic design and video editing using industry standard tools such as Adobe Photoshop and Adobe Premiere
Familiarity with web technologies, web design, and publishing (content management systems, social media tools, blogs, etc such as Squarespace, Loomly, Wordpress)
Excellent knowledge of YouTube, Facebook, Twitter, TikTok, Roll20, DriveThruRPG, and Instagram
Ability to read and interpret documents and procedure manuals with ease
EXPERIENCE
Garrisons & Gnomes, Remote — 2019-Current | Social Media and Brand Manager
This role oversaw the vision, strategy, quality control, customer satisfaction, and cohesion of retainer clients, whose services range from social media and community management to SEM and influencer campaigns
Created, oversaw, provided feedback, and maintained quality control of social media copy, video scripts, social media campaigns, strategy, and creative assets across a wide array of platforms, including Twitter, Facebook, Instagram, TikTok, Roll20, and DriveThruRPG.
Provided high level feedback on social media posts and campaign documents to elevate the quality and sharpness of writing and diversity of topics of focus
Provided high level editorial and stylistic feedback on a variety of graphics created by a design team
Provided substantive feedback, from style to readability to copyediting to overall compellingness, on social media graphics and a variety of videos with the purpose of elevating the finished product
Assess social media analytics and make pivots based on data
Oversaw, provided feedback, and maintained quality control of Discord communities, campaigns, and creative assets created for the platform
Oversaw, provided feedback, and maintained quality control of SEM and influencer campaigns, including overall strategy, asset creation, and implementation
Oversaw the creation of strategy roadmaps, targets, and KPIs for the clients
Collaboration across teams for optimal delivery of client services (social, graphic design, events, etc)
Worked with a team of designers, video editors, and animators to ideate around graphic and video concepts and script out content
Retain expert knowledge of a variety of social media platforms, particularly Twitter, Instagram, Facebook, LinkedIn, and TikTok
Analyzed and identified any weaknesses in client social media and digital marketing strategy and moved to implement improvements
Utilized SEO and analytics tools to identify the paths to drive organic search traffic for clients
Analyzed performance data and provided intelligent analysis, interpretation, and appropriate action plans
Managed team processes and workflow, ensuring projects are properly launched, developed, optimized, and sustained
Liaised with clients on contests, promotions, and other campaigns
Liaised with clients on customer satisfaction and ensure KPIs are being met
Created proposals, pitches, and strategy briefs with senior management
Sony Online Entertainment, Remote — 2012 - 2016 | Customer Service Representative
This role involved being a customer-focused, courteous, empathetic, service professional, who effectively used knowledge of plans, products, procedures and systems to provide information and resolve issues, resulting in enhanced customer satisfaction and retention
Proactively provided regular reporting around a team's KPIs, to help guide improvements for both individuals and the team as a whole
Collaborated cross-functionally to support new and emerging help offerings, as well as internal function customer support
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns quickly while escalating major issues to superiors
Clarified customer issues and determined the root cause of problems to resolve product or service complaints
Responded to customer requests for products, services, and company information
Tracked customer service cases and updated service software with customer information to maintain customer records
Utilized customer service software to manage interactions and track customer satisfaction and overall KPIs
Participated in team meetings and training sessions to stay informed about product updates and changes
Trained new personnel regarding company operations, policies and services
Freelance, Grand Prairie, TX — 2014 - Current | Technical Support & Website Management
Assisted customers in identifying issues and explained solutions to restore service and functionality
Translated complex technical issues into digestible language for non-technical users
Collaborated with supervisors to escalate and address customer inquiries or technical issues
Used ticketing systems to manage and process support actions and requests
Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
Responded promptly to incoming sales leads and requests for technical support
Documented support interactions for future reference
Configured hardware and granted system permissions to clients
Configured and tested new software and hardware
Researched and identified solutions to technical problems
Configured hardware, devices, and software to set up work stations for clients
Illustrated page design concepts by blending arrangement, style and aesthetic elements to meet predetermined preferences
Met with clients to discuss expectations regarding visual presentation, branding and e-commerce functionality
Provided front-end website development using WordPress, Hubspot, and other editing software
