Tasked with building Single Grain's CS department from scratch upon my hire in Feb. '23, I was faced with a myriad of challenges but have made remarkable progress in exceeding my goals. From creating and improving processes across the agency to fostering synergy and cross-channel collaboration across service lines (Paid Media, SEO, and CRO), I maintained a focus on customer satisfaction, operational efficiency, strategic growth, and managing a team of three. Some of my proudest achievements are highlighted below;📈 +286% NPS improvement QoQ: I quickly implemented NPS surveys on a monthly cadence to better monitor and hold the team accountable to client feedback and overall sentiment. The first month the survey was executed, March '23, resulted in a -67 NPS. This score improved MoM while I directly attacked the issues at hand, working across departments to ensure we were doing our due diligence as a partner. For Q2 '23, our NPS averaged out at -22. Compare to our Q3 '23 NPS of 41, and more relevant, the current NPS for Oct. '23 of 100. This turnaround in NPS can be attributed to demonstrating an unwavering dedication to enhancing client relationships. 🔄 Process Optimization: I led efforts to streamline internal processes and ensure a consistent client experience by developing several Standard Operating Procedures including client onboarding, offboarding, meeting scheduling, internal and external communication methods, and upsell/cross-sell strategies. This empowers us to provide efficient, high-quality services.🤝 Enhancing Business Reviews and Collaboration: Another early initiative I executed was requiring regular Business Reviews with clients in the form of a polished, standardized deck highlighting performance wins along with opportunities from the previous quarter/half to help show value and identify upsell opportunities. I created a deck template which could easily be repurposed, and actively act as the point person to schedule and lead business reviews.

💻 Managed book of business of 30+ clients in the eCommerce space, ranging in verticals from home good to apparel to food and beverage to beauty and wellness. In addition to day-to-day responsibilities, also held position of Business Lead for multi-channel clients by providing overarching strategic direction and support, ensuring all media team members were on track to meet goals in place💲Responsible for identifying relevant specialists, services, and solutions to introduce to client based on respective goals. Worked closely with senior leadership on progress with Enterprise accounts whose monthly advertising budget exceeded $50K and up to $1M🗣️ Led internal and external communications, de-escalating situations and navigating tough conversations as required, never shying away from a challenge. Mentored new hires during their onboarding, sharing helpful materials, guidance, and providing leadership as they acclimate to the role, encouraging call shadowing and internal organization methods to help find early success

👩🏼‍💻 Established and managed digital marketing strategies for a wide range of clients in industries ranging from healthcare to furniture repair to recruiting, and varying in size from startups to small and mid-size businesses. Based on individual client goals, I led efforts to grow their online presence and/or generate revenue growth by engaging with audiences via social media, email, and web marketing.📊 Responsible for maintenance of social media accounts for clients, maximizing reach and sharing original content, as well as industry-related content mined from internet. Tracked and shared progress and created reports demonstrating growth and worth, sharing with client on a weekly basis. 🎨 Promoted and marketed clients’ services with the aid of digital skills such as video creation and editing and graphic design. Created digital and print marketing material, including but not limited to infographics, custom social media profile images (background, profile, and cover photos), flyers, postcards, and business cards. 📧 Managed client's blog(s), creating, posting, and sharing posts via social networks and leveraging keywords in order to gain exposure and improve SEO. Designed and sent newsletters to client’s database, segmented by location and other specifications if necessary.

Managed digital advertising efforts for 30+ accounts in the automotive space, working with dealer brands such as GM, Lexus, and Mazda. Responsibilities included creating and optimizing ad campaigns within search, display, retargeting, and social channels to align with dealer's goals, working cross-functionally with sales and web development teams to ensure account team is aligned and client receives exceptional customer service and results.Kept consistent and effective meeting schedule with dealer contacts from each account, generating custom reports and building review decks relaying individual dealer performance for monthly presentations. Successfully showed value of product while also recommending strategy optimizations and budget changes based off results.In addition to responsibilities associated with DAA role, took on additional projects within team's Social Committee and Mentorship program. Was leading member of the department's Social Committee, planning and executing quarterly team events, respecting available budget as well as team’s interests. As a Mentor, was responsible for training new hires and helping them adjust to new role, internal tools, and fine-tuning skills crucial to success in the DAA position

Own the overall relationships of up to 140+ customers, including training & adoption of software, ensuring retention, & customer satisfaction. Establish a trusted strategic advisor relationship with clients & drive continued value of products & services. Work with customers to establish critical goals, key performance indicators & aid the customer in achieving their goals, meanwhile working to identify & develop upsell opportunities. Also responsible for advocating customer needs & issues cross-functionally, managing account escalations, and ensuring customer success through product training & best practices webinars.Measuring performance and showing value is key, analyzing healthcare providers’ websites & develop strategic online marketing plans involving search engine optimization (SEO), search engine marketing (SEM) (e.g. Google Adwords, Facebook advertising), & social media to establish & grow their online presences. Research, strategize, analyze & troubleshoot performance by utilizing ongoing best practices, including Google Analytics (GA), Google Search Console (GSC), Moz, & Google Keyword Planner.While managing these various responsibilities, managed to meet and exceed personal Objectives and Key Results (OKR's) and bonus metrics, including the Highest NPS Score on team for Q4 2017. Top performer in all key performance indicators (e.g. Retention, Expansion, Net promoter score (NPS), Customer Satisfaction (CSAT)). Serve as a coach/mentor through the PatientPop Mentorship Program.

Manager within Brands team, main account being Bethenny Frankel’s lifestyle brand, Skinnygirl. Responsibilities include, but are not limited to, community management, copywriting, content creation, and detailed reporting. Constantly working to grow and develop the account's social media pages, including Facebook, Instagram, Snapchat, Pinterest, and Twitter; brainstorming and developing initiatives such as giveaways, Facebook Live videos, cross-posting, and instructional recipe videos. A majority of the content produced for client is under personal creative influence, from execution to production to filming to creation. Designing and publishing bi-weekly email marketing campaigns also fall under job responsibilities, as does updating Skinnygirl’s official website on a consistent basis.

Managed the digital advertising efforts of automotive dealerships across the U.S. Responsibilities include creating and optimizing advertising campaigns to align with dealer's goals, working with account team members to ensure client is receiving best possible customer service, and reviewing results with client on a regular basis. Additional duties included running and presenting complex reports based on individual dealer performance, creating presentations for reviews and proposals, and speaking with clients on a monthly basis to ensure satisfaction and clear communication with dealer.Worked within Gold team, handling high-end accounts with a monthly spend ranging from $10K-$25K. Maintaining position requires up-to-date certification of Bing Ad Center, Google AdWords Fundamentals, Google Search Advertising, Google Display Advertising, Google Analytics, as well as continued learning in the form of Lynda.com trainings.

Company's first hire, responsible for duties spanning from public relations to social media to administrative work. Managed and produced content for company’s social networking sites, blog and monthly email marketing campaigns, successfully leveraging LinkedIn and Facebook to be top performers for company website traffic. Balanced several projects and responsibilities at once, including maintenance of internet presence, webinar creation and presentation, and all other duties within the communications department of the company.In addition to digital management, I also handled all administrative and clerical duties, including management of company calendar, organization of files, database management, employee document creation, and other tasks as requested by CEO. As company expanded, I assisted in interviewing process of new employees, eventually managing Administrative Assistant, overseeing their work and delegating tasks, tracking progress by organizing weekly conference calls.

Creating personal channel of online videos for ShortForm, a Silicon-Valley web entertainment company. Working with programs such as Facebook, Twitter, Reddit, StumbleUpon, and Digg in order to promote and bring in viewers to channel. Learning about different techniques for effective PR and the promotion tools used for successful social media.