Alex Rainone Email & Phone Number

Denver, Colorado, United States

Denver, Colorado, United States

Offering in-person Denver or virtual Tarot, Reiki, and bundled appointment offerings. Booking link: https://returninghomehealing.as.me/schedule.php

Boulder, Colorado, United States

• Led 200+ international vendor managers and support specialists who handle all customer and developer inquiries
• Partner with product and engineering to ensure support agents are trained and ready to handle inquiries regarding new product updates and feature roll-outs
• Oversee a team of feedback vendor analysts who handle +6k inquiries every month from policy escalations to product improvement suggestions to priority zero product issues
• Mentored 4 international teammates through an ongoing 100+ country expansion and provided performance feedback
• Provide detailed insight and feedback reports about the customer journey to partners in product, engineering, and other cross functional teams
• Consulted on the customer on-boarding experience from the ground up leading to +75% successful installation rate for eligible users compared to initial estimates of around 30%

• Launched our first PC customer support operation for Google Play Games on PC Beta in 18 countries in 2022, which included launching a contact center, online help center, community forum, and developing social media.
• Ensured on-time product launch with best-in-class user support by collaborating with 20+ cross-functional stakeholders including engineers, product, legal, comms, content, marketing, user experience research (UXR), and.
• Create new custom agent training material in collaboration with engineering, user research, and content teams with an emphasis on troubleshooting and resolution
• Establish customer and developer support operations in emerging regions across the globe
• Achieved a 87% customer satisfaction (CSAT) rate on email and chat channels within the first three months
• Partnered with UXR to test our pre-launch support content and assisted with analyzing early adopter user feedback

Boulder, Colorado

• Oversaw Google Play's North America scaled support including social media and forums with 2+ million annual volume
• Managed a 15+ international support agents to provide an exceptional customer support experience
• Program managed and coached community of 100+ Product Experts who provide support to users on on our forum
• Analyzed user feedback data (~2.5K per month) and created 25+ user insight reports annually to influence product & policy changes to ensure Google Play maintains shipping high quality products & services
• Decreased user wait time by an average of 13 hours while ensuring a 91% resolution rate by creating a new operational process to transfer users from scaled to personalized support channels
• Collaborated with marketing to create YouTube Troubleshooting videos which have gained 4.6 million views to date

Ann Arbor, MI

• Developed an expert-level understanding of Google Ads, Merchant Center, and Analytics platforms
• Leverage expert product knowledge to support 2,800+ high-spend advertisers
• Achieved an average customer satisfaction rating 104% to target
• Selected by senior leadership to manage 3 interns and provide hiring recommendations, which all resulted in full time offers

Washington D.C. Metro Area

• Develop email-marketing campaigns, including: copywriting and HTML email production on Eloqua
• Manage corporate social media, increased engagement of 65k+ followers by 32% in first 2 months
• Track GovLoop website data for Google Analytics reports to improve and advance marketing strategy
• Attend social media, data analytics and marketing events to learn and adapt to industry trends

Washington D.C. Metro Area

• Utilized Google & Sysomos analytics to measure and improve online content and campaigns
• Assisted with the design and promotion of infographics and content using Canva
• Built and managed rapid response and crisis response social media copy
• Researched and tracked new social media and marketing trends to create and innovate campaigns

Greater New York City Area

• Led brainstorm sessions to generate posts on Tumblr, Twitter and MTV's Look Different website
• Researched 2016 elections issues including gun safety, civil liberties, and national security
• Reported Google analytics data from our website and social media with insights on how to improve
• Created rapid social response content based on relevant election updates, law changes and social change events

Greater New York City Area

• Managed and assist in daily live music performances and radio interviews
• Interacted and accommodate bands, managers and guests
• Organized and archive music and interview sessions
• Mediated between the bands and station during live performances

• Elected to the Board by peers and faculty
• Planned and facilitated weekly meetings around current social justice events
• Supported service trip leaders on over 30 domestic and international trips
• Collaborated with the board to plan and execute over 20 fundraising and awareness events

Paris Area, France

• Created an online one minute submission video featuring our team
• Traveled around Europe for 7 days using solely Red Bull as currency without phones or money
• Online video gained over 2,000 online votes & earned the most votes for the East Coast
• Selected among 3,000 entries to compete and the team successfully completed the mission

Greater New York City Area

• Generated daily content for Snapchat, Kik and other social media platforms
• Increased message open rate by 60% and 600 followers in two months.
• Researched and foster partnerships with organizations including Universal and Spire & Co.
• Explored and researched new possible partnerships in target cities based on campaign needs

Fordham University

• Managed, planned and executed Fordham's annual Spring Weekend Concert for 8,000 students
• Collaborated to create and plan around 20 events on and off campus for students per year
• Wrote event proposals and offers for administration and outside companies
• Promoted campus activities through social media outlets
• Communicated with administration and outside agencies to create band and concert proposals

Greater New York City Area

• Assisted the Label Manager with weekly social media statistics and promotions
• Collaborated with Mom + Pop employees on marketing and promotional efforts
• Tracked social media channels for the 15+ bands on the label
• Created social media advertisements such as business cards and promotional items

Bachelor’S Degree, Marketing

Activities and Societies: Alpha Mu Alpha Member, Global Outreach Executive Board Member, Global Outreach Project Leader, Campus Activities.

Study Abroad, Marketing

• Traveled to 12 countries in 70 days on a boat around Europe and Scandinavia • Completed three different academic courses including.