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Customer Service Associate
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Competencies
Developed and managed multi-channel marketing campaigns to enhance brand awareness.
Created engaging content for social media, blogs, and email marketing.
Managed social media accounts, increased followers, and analyzed engagement metrics.
Worked with multiple departments to coordinate marketing activities and campaigns.
Summary
Experienced marketing specialist with a focus on digital campaigns, content creation, and social media management.
Key Achievements
- Led the development and execution of integrated digital marketing campaigns, increasing brand visibility
- Managed social media accounts and content creation, growing audience engagement by 30%
- Coordinated with cross-functional teams to ensure campaign alignment and timely delivery
Experience
Customer Service Associate
Provide support and assistance to residents of a property management company via email and phone calls., Met monthly customer service KPIs., Maintained a minimum of 90% quality score.
Dispatcher and logistics coordinator
Secured power only loads for a team of drivers across U.S. using load boards., Coordinated effectively with customers and brokers to ensure smooth and on-time deliveries., Provided ongoing support and communication throughout the entire delivery process., Monitored and tracked drivers to resolve issues and ensure logistical efficiency
Escalations and leadership line associate
Delivered exceptional customer service during escalated supervisor calls., Provided coaching and feedback to a group of 15 agents on behaviors impacting key KPIs of the line of business (LOB)., Conducted daily audits based on operational and quality assurance guidelines., Offered real-time support to agents to determine the best course of action for customer concerns.
Customer service representative
Provided comprehensive customer service for an internet and phone service provider., Addressed a wide range of customer inquiries and technical concerns., Identified and acted on sales opportunities during support interactions., Consistently met or exceeded monthly KPIs and sales targets through effective cross-selling strategies.
Premier support solutions expert
Provided support and assistance to customers of a cellphone insurance company., Handled inquiries related to claims, coverage, and device replacements., Met or exceeded monthly KPIs and sales targets through effective cross-selling., Delivered floor support to associates when required by the line of business (LOB).
Team support specialist
Supported business customers and met monthly KPIs., Provided daily floor support to agents for optimal customer resolutions., Identified and acted on sales opportunities during support interactions., Conducted coaching sessions to improve agents' KPIs and follow up on team performance.
Customer service and sales agent
Assisted business customers with wireless services for a telecommunications company., Achieved monthly customer service KPIs and sales targets through cross-selling., Identified and acted on sales opportunities during support interactions., Addressed a wide range of customer inquiries and technical concerns.
Transition coach
Offered daily floor support to new hire agents to ensure effective customer resolution and process adherence., Managed escalation calls related to customer agreements and complex concerns., Created and executed individual action plans through coaching to improve KPIs of new hire agents., Supported overall team performance and development during onboarding and training phases.
Customer care associate II
Supported customers of a telecommunications company with inquiries related to wireless services., Addressed concerns regarding plans, billing, and device issues., Met or exceeded monthly customer service KPIs and sales targets., Applied effective cross-selling techniques to identify and close sales opportunities.