Leading monitoring and strategizing content for social media and reputation management channels, and building and maintaining a strong online community.- Work cross-functionally with internal teams and external customers to fully understand their painpoints to help enhance our work and product.- Oversee three part-time customer support representatives while continuously improving community support processes and tools, while maintaining a 15 HR SLA.- Create campaigns across social channels to foster community engagement.- Coordinate community relations including gathering testimonials and identifying success stories.- Strategize to increase mobile app review scores, resulting in a 4.4+ star rating across the Google Play and Apple App Stores.- Pioneer a product marketing beta customer advisory program to provide a voice to our customer’s and enhance product features.- Contribute to Bluevine’s rebranding efforts, pushing campaigns across all of our social channels.

Engaged with customers to help resolve issues, build brand reputation, and inspire customer loyalty across multiple social media channels.- Established an efficient social media customer support program and reputation management system, decreasing response time from a 2 BD SLA to 15 HR SLA- Worked to mitigate brand risk by providing timely support for customers whose experience could impact Bluevine’s reputation through social media exposure- Provided monthly and quarterly social media analytics and insights reports featuring solution-oriented strategies

Built relationships with our existing customers to develop a deeper understanding of their needs. Improved communication processes, resulting in an increase in customer retention.- Developed and tested a bank data campaigns designed to help customers gain access to funding- Resolved customer requests and ensured the Account Managers were supported, in turn assisting in increasing revenue- Developed and improved proactive communication processes for existing customers, resulting in an increase in customer retention- Developed and managed an escalation process and assisted 2,000+ customers gain access to funding from the Paycheck Protection Program- Developed and maintained relationships with bank partners to ensure that all mutual customers were being taken care of, along with reporting, documenting, and resolving any customer inquiries

- Create and maintain social media for 20+ Bergen County and Long Island town listings- Schedule weekly ads on social media for active listings- Collect and add new content on a continual basis. Research and secure permission to use content such as real estate articles from local newspapers, national publications, links to local chambers of commerce or school districts as well as other content that may enrich the site(s)- Carry out clerical task or arrange for other to do such tasks as stuffing envelopes and answering phone calls

- Placed and accepted orders on subscriptions via telephone, e-mail, mail, etc.- Monitored credit card orders and banking statements- Maintained organization of the company’s library- Gathered, logged and monitored all shipping data