Charmane Bethune, Csm Email & Phone Number

Beverly Hills, California, United States

Defined and monitored performance metrics across teams, implementing effective processes and practices to optimize organizational efficiency. Streamlined and automated workflows to boost productivity and quality. Led the corporate escalations team to deliver exceptional customer experiences across voice, email, chat, and social media channels. Partnered with engineering, marketing, and product teams to enhance customer experience tools and identify process improvements, particularly for Fandango Rewards, driving operational efficiency and service quality. Worked closely with external contact centers, aligning on training, staffing, and performance management to ensure consistent service quality.

Beverly Hills

Led the development and release of an internal legacy publishing platform, collaborating with a global team. Supported product managers in agile ceremonies like sprint planning, retrospectives, and backlog refinement.Aligned efforts between Engineering, Product, QA, and Finance teams to ensure projects met business goals and adhered to timelines.Proactively addressed project challenges, identified and mitigated risks, and escalated issues when needed. Maintained resource availability and adapted schedules to meet deadlines. Achieved Scrum Master certification from Scrum Alliance in March 2020

Beverly Hills, California

Supported HQ customer support team as a primary escalation point, providing professional assistance to agents and customers across voice, email, and chat channels. Skilled at identifying trends and reporting them to relevant teams for resolution, including gathering data, documenting findings, and managing solutions from start to finish. Contributed to streamlining internal and customer-facing processes to improve overall experience. Actively supported projects aimed at enhancing customer satisfaction and consistently communicated valuable customer insights across departments to drive improvements.

Los Angeles, California, United States

Oversee daily facility operations, including leasing, contract management, and inventory. Develop employee policies, manage staffing, and foster a positive work environment. Build vendor and partner relationships to drive business development. Plan, budget, execute, and track quarterly networking events to expand brand visibility and engagement. Collaborate on digital marketing and advertising campaigns, establish brand guidelines, and create engaging storytelling content to enhance industry reputation. Develop social media strategies, manage content calendars, track analytics, and create original content across Instagram, Facebook, TikTok, and business websites. Manage website updates and optimize digital presence on platforms like Google Business and Yelp.

Los Angeles

Drove social media and web marketing efforts, achieving strong brand engagement and 80% follower growth in one year with zero ad budget. Created original content and trend-focused pieces, boosting Facebook and Twitter engagement by 75% and achieving a 40% Instagram-to-website conversion rate.Managed customer interactions, bookings, and staff scheduling for an award-winning barbershop, delivering exceptional service that contributed to 5-star Yelp reviews. Kept updated on trends to communicate new offerings, enhancing customer experience and service visibility.

Los Angeles

• Served as intern for non-profit youth development organization, collaborating with Community Outreach Coordinator to engage online community in fundraising efforts• Developed Twitter strategy, writing branded copy and content for two-month campaign; Campaign resulted in over $15K donations, new sponsorships, and donor-fulfilled wish list items for children’s after-school mentoring services

Los Angeles

• Represented latest Beats By Dre headphones, embodying the brand and culture at pop-up store in The Grove for Christmas Season• Demonstrated products to customers, engaging audience with unique product differentiators, brand history, and entertainment tactics, such as orchestrating group dance performance that incorporated Beats by Dre product line

Los Angeles

• Embodied brand image in everyday dress, style, and customer interactions• Operated POS systems efficiently and effectively• Maintained presentation standards being sure to pay close attention to detail• Provided exceptional customer service while multitasking

Associate'S Degree, Graduate Certificate In Project Management

Bachelor Of Arts (B.A.), Sociology With An Emphasis In Work And Society