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 in integration adoption.▪ 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.▪ Managed Smith.ai-owned channels (email, organic social, blog, advertising, website, trade shows, etc.)▪ Managed email campaigns and email communications. Sent over 1 million emails with an open rate of 37%, well beyond the industry average of 21%.▪ Researched and analyzed competitors, creating competitor landing pages to highlight key differentiators, leading to an increase in sales conversion and better-informed sales teams.▪ Created an internal AI-driven chatbot to answer AE product and process questions, facilitating instant access to information and reducing manual efforts.

▪ 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.▪ Improved internal procedures by administrating move to a new CRM, developing customer feedback solutions, and implementing cost-saving operational automation.▪ Salesforce Training: Built & conducted internal training to ensure buy in and success.▪ Product Training: Built & conducted customer-facing trainings on products and services.

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.▪ Sales & Technical Writing: Author and edit catalogs and brochures that enhanced the sales reps’ understanding of complex product features to help them sell more effectively. Educate customers & internal staff with custom-produced training materials.▪ Product Testing: Conduct research, testing, and evaluation of new and potential products.▪ Quality Assurance: Create best practices with senior management to ensure high quality of services throughout the entire company (including development, marketing, and support.)▪ Customer Service: Establish communications between Customer Service, Sales, Marketing and Senior Management to ensure highest customer satisfaction. Reviewed all customer feedback across all teams. Wrote incident reports and recommendations to senior management following a customer complaint.▪ Design: Produce product demo kit & media kit that demonstrate key products and services for use in sales presentations. Efforts were instrumental in closing numerous high-level deals.

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▪ Establish and continuously improve communications between Customer Service, Sales, Marketing and Senior Management to ensure highest customer satisfaction. ▪ Maximize profits through customer retention and attention to detail interactions. ▪ Oversight of customer accounts and direct communication with customers.

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▪ Coaching and directing voice talent and/or non-professionals and leading recording sessions.

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▪ Coordinating with the Sales Department and On-Air Talent.▪ Coaching and directing voice talent and/or non-professionals and leading recording sessions▪ Filing production orders and other office work

▪ 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