Jessica Paxton Email & Phone Number

Charlotte, NC, US

Charlotte, NC

• Develop and execute go-to-market strategies for Smith.ai services, targeting specific buyer personas and use cases to drive growth and customer value.
• Launched 54 new integration solutions, most of which required no development work as they were built exclusively by the PMM using no-code tools. Led messaging and launch narratives for integrations, driving an increase.
• Relaunched the website, resulting in a 63% increase in organic marketing qualified traffic and an 85% increase in organic jobseeker traffic.
• Maintained ownership of the Smith.ai support docs. Published 150 new help doc articles and edited countless more, with 90k yearly views, saving our support team 140,000 tickets filed.
• Drove a 129% organic user increase by launching a new chat page and optimizing customer acquisition.
• Collaborated with sales to develop user-friendly tools, leading to an increase in product knowledge with technical concepts and enhancing product value communication.

• Administer internal system including Salesforce Sales/Service/Field Service, ConnectWise, Telecom Billing System, Customer Portals, Quoting Tools, and more.
• Drive initiatives in the management team and organizationally that contribute to long-term operational excellence.
• Determine the best solution to create operational efficiencies across teams in the organization.
• Build, mentor, and manage a team responsible for customer service and customer-facing support.
• Recruit, select, and train new employees; develop onboarding plan for new employees to ensure success.
• Contribute to improving operational excellence by developing and sharing methodologies across the organization, utilizing metrics, and customer feedback to drive improvements into the operation.

Charlotte, North Carolina Area

• Product Owner: Develop clear goals for Development & Marketing. Prioritize and rank product features into actionable sprints and administration of project planning.
• Marketing Manager: Built Marketing Department, including developing marketing strategy, style guide, advertising, budgeting, event promotions, & team.
• Business Development: Create long-term value & ROI with strategic business decisions that deliver improvements to TelWare’s growing UCaaS platform.
• Development & Implementation: Lead team that developed a HIPPA compliant file sharing solution as well as other value-added modules for TelWare’s UCaaS solution.
• Operations: Improved internal procedures by administrating move to a new CRM, developing customer feedback solutions, and implementing cost-saving operational automation.
• Brand Ambassador: Maintain brand consistency across the entire organization. Work closely with other departments to ensure brand consistency and standards.

Charlotte, NC

• Vacation Planner Dec 2014 - June 2016
• Securing new clients and retaining current clients through attention-to-detail, friendly interactions, and exceptional customer service and follow-ups
• Assessing clients' needs to book personalized vacation plans and ensure an optimal experience; collecting payments, securing insurance, and booking travel packages
• Aiding clients in rescheduling and answering all client questions in a timely and courteous manner
• Visual Merchandising: Creating displays, based on consumer behavior, to promote product sales.Promoted to Customer Service Manager June 2016 - Sept 2016
• Managing all customer service requests in a timely and courteous manner

Charlotte, North Carolina Area

• Marketing and Promotions: Developing radio marketing campaign concepts and brand development targeted to grow local market
• Design and Production: Writing, voicing, and producing on-air commercials & promotions
• Inter-Department Coordination: Conducting integration and collaboration activities between Sales Department and On-Air Talent
• Quality Audit: Performing detailed daily checks of logs and air schedules for errors
• Experience in top 40, adult contemporary, and talk radio in Charlotte
• Working knowledge of Adobe Audition, Sound Boards, Audio Vault, Writing and Announcing Copy

Charlotte, North Carolina Area

• On-site Event Promotions: Executed a variety of events in the local Charlotte area
• On-Site Event Support: Performing set-up and take down tents, tables, sound system, etc.; Executing radio station’s live broadcast and/or remotes; Maintaining safe operation of company vehicles, prizes, and equipment.
• Customer Interaction: Run contests, games, meet & greets in a fun and safe environment. Also worked as a Sound Board Operator in the Programming Department
• Fast-Paced Environment: Operating live sound boards
• Quality Audit: Performing detailed daily checks of logs and air schedules for errors
• Audio Editing & Production: Editing podcasts for the station website

• Inventory Management: Processing shipments, replenishing sales floor, and auditing inventory
• Visual Merchandising: Creating displays, based on consumer behavior, to promote product sales
• Customer Sales and Support: Greeting customers, answering questions, and assisting customers making purchases
• Designing paper products such as wedding invitations and customer cards.

• Assisting Production Director with daily tasks
• Working knowledge of Adobe Audition, Sound Boards, Audio Vault, Writing and Announcing Copy
• Voice overs and reading copy
• Developing marketing concepts
• Editing/Producing with Adobe Audition
• Downloading and importing premade audio to air in Audio Vault

• Hazardous Materials Supervisor: Risk assessment and management of hazardous materials
• Training and Records Manager: Maintaining files, records, and training for 50 person department
• Decorated War Veteran: Awarded Achievement Medal for outstanding service in Iraq
• Satellite and Radio Communications Equipment Maintenance Technician
• Honorable Discharge
• Protected Veteran