• Guides the optimization roadmap for websites, including new features and functionality for clients in the automotive industry.• Deploys web experience enhancements that align with enterprise-wide goals and brand digital priorities.• Works with third parties to enable CX enhancements.• Exhibits a continuous test, learn, and improve mindset, using data-driven insights.• Develops and implements social media content plans for emerging businesses.• Supports account management and business development activities to include client acquisition, storytelling, and strategy.

• Managed 10 client SEO & SEM campaign accounts, valued at over $600,000 • Coordinated with technical teams to implement audit findings and fixes• Implemented, tracked and reported on Google Analytics, providing monthly reports to clients with high-level recommendations to improve performance and traffic • Troubleshooted issues and find solutions to complex customer issues

• Performed site map audits and UX analysis of client websites within WordPress and proprietary CMS interfaces. • Provided recommendations on improving brand identity and competitive edge.• Set up/optimized Google Analytics for all clients, defining KPIs, organizing data and analyzing trends and anomalies to make recommendations and fixes accordingly.• Performed special projects seeking to broaden the company’s product offerings.• Troubleshooted issues and found solutions to complex customer issues.• Managed accounts, providing personalized, strategic support.

• Interviewed, trained, and supervised junior QA employees, including remote workers.• Subject matter expert on quality, expanding the scope of QA to assist Customer Support and Development teams.• Conducted heuristic UX analysis.• Reported over 300 development bugs and improvements.

• Created a department and developed a process and framework for website QA and testing during the implementation phase.– Created and maintained quality process documentation, including best practices.– Wrote and submitted 70+ Knowledge Base articles.• Performed exhaustive quality reviews on all sites built, including inventory analysis.• Collaborated with multiple departments on QA and company initiatives.• Evaluated the need for additional staff.

• Project manager for multiple simultaneous website builds following Agile methodologies.– Awarded Production Specialist of the Month for launching 20 sites in Sep 2014.• Communicated directly with customers about their site needs and provided feedback and recommendations.• Designed & coded responsive web pages with HTML, CSS and Bootstrap.• Created & executed WordPress blog entries on customer sites including content creation.• Managed clients’ Google Analytics accounts, providing actionable insights and opportunities for improvement.• Proactively conducted periodic website reviews, identifying the need for a quality process.

• Provided customer support via telephone and email, troubleshooting and resolving high volume client issues (HTML & CSS, inventory, and system related issues).• Offered content & design related feedback to clients (dealerships).• Created tickets for development and design teams to address opportunities for product bug fixes and improvements.• Designed and coded custom pages & graphics for customer websites.• Provided CMS training to clients.• Proactively conducted periodic website reviews.

● Client Engagement & Support: Provided comprehensive support during client visits, ensuring a seamless and professional experience while addressing client needs, inquiries, and concerns effectively.● Brand Representation: Actively represented the company at live events, trade shows, and industry conferences, building relationships with potential clients and partners, and promoting CoreLogic SafeRent's suite of products and services.● Product Research & Knowledge: Conducted in-depth research and analysis on company products to stay informed about key features, benefits, and competitive positioning, enabling effective communication with clients and prospects.● Relationship Building: Fostered strong client relationships to drive satisfaction and retention by proactively engaging with clients and understanding their business objectives.● Collaboration: Worked cross-functionally with sales and product teams to align client feedback with product enhancements and deliver customized solutions to meet client needs.

• Provided superior level-one customer support via chat, email, and telephone and provided troubleshooting for both the large-landlord and small-landlord platforms.• Got promoted to senior position within two years to perform supervisory duties: – Handled escalated customer tickets, resolving issues to customer satisfaction.– Developed help desk best practices based on customer interactions, providing feedback to junior specialists.– Led training initiatives by developing training materials and customer support best practices.– Assisted in hiring, onboarding, training, and terminating employees.– Traveled to other sites and locations to provide training, including establishing a new team in California.• Managed projects, upsold products and provided general customer care.