Amelia Krogh Email & Phone Number

- Developed a Help Center content project plan through the creation of a gap-analyzed contentlibrary, support ticket data, and new product launch initiatives.- Decreased Knowledge ticket volume for new product launches by scoping the technicaldocumentation needs, managing the writer's creation of the content against deadlines, anddelivering high-quality, clear, and consistent help articles to clients.- Created standardized protocols for researching, writing, and publishing knowledge content inorder to eliminate cross-departmental redundancies and decrease time-to-publish content.

Boston, Massachusetts, United States

- Scoped existing resources to build and iterate internal and client-facing technical materials for new and existing product functionality.- Responsible for writing high-quality and thoroughly triaged tickets across multiple products for engineering teams.- Used creative problem solving and technologies such as CSS, HTML, SQL, and APIs to optimize client satisfaction through efficiently diagnosing and resolving technical requests.- Collaborated cross-functionally on projects and initiatives with stakeholders of internal teams such as Product Development, Customer Success, and Marketing.

Boston, Massachusetts

- Provided professional, dynamic, and multi-level customer service to clients inquiring about software functionality through phone, email, and live-chat mediums.- Demonstrated strong product knowledge to effectively troubleshoot technical problems and identify available workarounds or resolutions to increase client satisfaction.- Recognized for consistently exceeding CSAT goals, resulting in achieving a 96.6% average lifetime customer satisfaction rating.- Expanded written client-facing training materials to quickly resolve common client knowledge questions.

Orlando, Florida Area

- Delivered 125% of sales quota to increase growth in annual revenue through a mix of outbound B2B sales and inbound marketing leads.- Provided strategic advice to owners and key stakeholders during marketing consultations in order to identify needs and properly align Travel Media Group solutions which provide a positive ROI for our partners.

Orlando, Florida Area

- Used product knowledge to advise and up-sell items according to guests wants and needs- Provided outstanding customer service while working in a fast-paced environment resulting in over 20 guest recognitions of service - Remained attentive to guest needs during high volume hours- Made memorable moments through positive interactions with guests- Positively and professionally resolved guest complaints and conflicts

Orlando, Florida Area

- Exhibited great customer service to provide guests with a personal dining experience that exceeds their expectations- Increased sales through recommendations and offering up-sell items

Orlando, Florida Area

- Influenced the direction of content marketing campaigns through trend analysis and keyword research- Reviewed and improved existing custom content, such as blog articles, to meet established SEO goals- Researched best practices in a competitive landscape and shared findings with IZEA's custom content team

Winter Park, Florida

- Collaborated with the marketing strategy department on three marketing campaigns to be pitched to clients.- Performed preliminary strategy research for brands to make informed marketing decisions for campaigns.- Conducted broken backlink research which resulted in finding over 15 broken backlinks to provide search engine optimization opportunity's for IZEA's content to be promoted and linked to.- Adapted web content to follow proper SEO formatting when published.- Gathered relevant data to aide in the ideation of future content areas for existing campaigns.

Orlando, Florida Area

- Provided exceptional customer service while interacting with high volumes of customers- Trained 5 new employees on the Cheddars standards of service- Communicated with coworkers to handle high stress situations while keeping customers happy

Orlando, Florida Area

-Demonstrated product/service awareness through interacting with clients in order to recommend the right product/service offered by the salon-Supply management of salon inventory and merchandise-Exhibited multi-tasking with appointment scheduling, checking out customers, and answering phone calls-Coordinating with multiple salon branches to ensure the meeting of client needs-Responsible for training new receptionists on software and procedures

Bachelor Of Science In Business Administration, Marketing, 3.4 Gpa

Activities and Societies: SMPS- Society for Marketing Professional Services

Intro To Programming Nanodegree, Computer Programming/Programmer, General

- An online course focused on programming languages and tools that create a foundation for web development. - Created and styled webpages.

Digital Marketing Nanodegree, Marketing

- An online course for Digital Marketing covering a full scope of the digital marketing ecosystem through running live campaigns on major.