-Created modularized responsive email templates that use "bullet-proof" practices to display properly in all major email clients (Apple devices, Samsung/Google devices, Apple Mail, Gmail, Outlook, etc), allowing our clients to reach thousands of potential customers in their newsletter and email campaigns.-Using Javascript/HTML/CSS, created modularized responsive webpage templates for clients to use/reuse for their marketing-technology needs. Included visibility switches to turn modules on/off, string-fields for call-to-action copy/URL links, custom scripts to block entry of personal email into business forms, implemented reCAPTCHA validation, Search Engine Optimization, and responsive hero image banners.-Salesforce Admin duties include -Managing user accounts, security settings, workflows, and automations within Salesforce. -Configuring and customizing Salesforce objects, fields, page layouts, record types, validation rules, and business processes. -Creating and maintaining reports and dashboards to provide actionable insights and data visualization for stakeholders. -Data import, export, de-duplication, and data cleansing -Creating workflows, process builder, and approval processes to automate and streamline business processes.-Integrated third party tools into a Salesforce/Marketo tech stack, including 6sense, Zoominfo, LeanData, Clearbit, Google Analytics, Google Tag Manager, BrightTalk, On24-Managed multiple email lists and segmentations. Created automated multi-touch nurture flows, event invites, newsletters, and internal alert emails. Built GDPR compliant opt-in workflows.-Managed multiple ongoing projects and clients in a client-facing role in a small Marketing Tech Agency. -Edited and optimized images and logos for HTML emails in Photoshop and Illustrator.

Established Redbubble’s first “Voice of the Customer” program that reduced CS staffing costs by over $500k annually. -Led a cross-functional team of developers, data engineers, and supply chain managers to identify and attack common customer pain points resulting in a 44% decrease in customer contacts per order.-Collaborated with Supply Chain Team to identify and improve regional delivery speed and resolve local issues resulting in a lift in Global NPS from 58 to 66 (14% increase), as well as a US-specific lift from 63 to 77 (18% increase).-Identified key customer data metrics to improve and created regular reporting and dashboards to increase awareness across the company and track improvements. Created business cases with forecasted savings for top customer pain points to get the work prioritized with product managers.-Worked with Senior Quality Manager and Operations Data Analyst to create a “Cost of Quality” report/dashboard to accurately show costs of internal and external quality issues in order to prioritize internal improvements and allow Quality Manager to address manufacturing quality issues with 18 global third-party manufacturers.-Developed working relationships with our Senior Leadership and developer teams while regularly traveling to Melbourne, Australia.

Managed a team of 8 CS agents, responding to 500-800 customer inquiries per day. Forecasted and staffed for seasonal sales changes. -Created and deployed a library of macros for the team to use to respond to our most common inquiries. This allowed us to raise our team productivity goal by 40%, and we were able to regularly achieve that goal.-Onboarded our first out-sourced team of agents, creating training for procedures, knowledge base, and culture/voice.

Responded to customer inquiries regarding pre-sales, orders-in-progress, and received orders, personally resolving issues for tens of thousands of customers. Consistently performed above and beyond productivity goals.Created reports/dashboards that tracked team productivity.