Jocelyn Salala Email & Phone Number

Los Angeles, California, United States

Defined vision, set strategy, and led execution for end-to-end user experience initiatives, resulting in improved customer satisfaction and retention.Utilized comprehensive go-to market strategies and tactics to to drive user engagement and optimize customer acquisition funnels, resulting in a 30% increase in successful product adoption, customer engagement and reduced churn within the first 90 days.Implemented Advance AI technology and data-driven methodologies to analyze customer behavior, identify opportunities for improvement, and drive product enhancements.Recommended strategic shifts or pivots based on changes in the business landscape or industry trends, while championing a data-driven, hypothesis-based rapid experimentation culture.Developed a comprehensive growth & communications strategy and, portfolio of investments across the entire user lifecycle, spanning acquisition, activation, retention, and engagement.Analyzed campaign performance metrics and feedback to iterate and optimize future on-platform efforts.Finalist in SXSW 2024 Most Innovative Social Media Award: Recognized for pioneering efforts in decentralization within the social networking sphere, demonstrating innovation and forward-thinking in reshaping the landscape of digital interaction.

Greater Los Angeles Area

Led the development and execution of a comprehensive product-led growth strategy, driving acquisition, retention, and revenue growth for the business.Managed and mentored a team of Growth Marketers, customer success agents, community managers, establishing KPI’s & metrics to measure the effectiveness of customer success initiatives all while setting clear goals and fostering a culture of innovation, impact, and collaboration.Identified new products and services, evaluated growth opportunities, and developed strategic plans to drive overall business growth for MeWe Premium- an on-platform subscription model.Owned CRM campaign development and rigorous A/B testing to meet business goals, collaborating cross-functionally with product development, sales, and marketing teams to build global engagement and activate customer success and partnership initiatives effectively.

Los Angeles, California, United States

Established MeWe’s Customer Success department while maintaining key customer relationships, serving as a trusted advisor and advocate for their needs.Oversaw front-line teams including Implementation, VIP Support escalations, and Billing/Invoicing, ensuring an efficient and high-quality user experience.Managed user relationships, providing timely updates, support, acknowledgments, and gratitude to foster long-term engagement and loyalty.Collaborated closely with cross-functional teams, including Engineering, Data Science, Design, and Research, to drive product development and achieve growth objectives.

Santa Monica, Ca

Worked with senior management team remotely on optimizing utilization of CRM tool, SalesForce and extranet to determine best practices and opportunities for growth.Led a team of customer success managers, account managers, and support specialists, providing guidance, support, and mentorship to achieve departmental goals.- Managed all customer service- related issues during after hours- Recruited, vetted and on boarded new hiresAnalyzed customer experience and feedback to identify trends, insights, and opportunities for improvement, informing strategic decisions and product development efforts.Partnered with product, design, VP’s and sales to remedy post sale issues on existing orders, while supporting a team of 280+ design consultants.Developed and executed customer success strategies to drive retention, satisfaction, and revenue growth, resulting in a 80% increase in customer retention during my tenure.

Pelham, New York

My responsibilities as a swim instructor is to provide water safety instructions and to teach swim lessons. I respond to public inquiries in a courteous manner; provide information within assignment; resolve complaints in an efficient and timely manner. I participate in monitoring water chemicals and maintaining the pool and surrounding deck areas.

Port Chester, New York

Established an exceptional customer service rapport, saving an average of $12k per order and increasing customer retention by 10% year over year.Managed client relationships, serving as a trusted advisor and advocate for customer needs to ensure they were achieving value from the product.Utilized critical thinking and problem-solving skills to resolve problems, generate new business, identify opportunities and pitch integrated marketing programs across desktop, mobile, video, branded content, social media, and live events. Worked along side with various departments across the company to advocate for client’s needs as we resolved any issues within 1-2 business days.

Pelham, New York

Dedicated professional with extensive experience supporting executive leadership, adept at data collection and analysis for quarterly reports. I was progressively advanced to the Director role from EA managing full-cycle recruitment processes, including onboarding and training, to foster a skilled and motivated workforce. Skilled in coordinating special events and implementing team-building initiatives to enhance interdepartmental collaboration and optimize staff performance.Coached, supervised and trained five departments, alongside a team of eight managers on functions essential to on-boarding, intricacies of operational management and projects geared towards streamlining major HR processes. Partnered with management and executive team to not only align customer service department policies and systems with the company’s objectives, but to also revitalize outdated processes and procedures. Spearheaded performance programs with incentives yielding substantial increase in employee tenure by developmental training, performance-based recognition process, continuing education programs and scorecard tracking for team members to gauge team effectiveness and success. Implemented Kinetic Sports Club Performance Appraisal/ Evaluations in order to gauge employee performance on a bi-annual basis while identifying each associates KPI’s allowing them an opportunity for feedback, training and development, salary review and promotion. Increased departmental revenue by 4:1 profit margin in two months by improving strategic management methods without taunting the quality of the product.

Pelham, Ny

Supported the Chief Development Officer/Chief Financial Officer in data collection and reports for quarterly analysis.Managed all recruiting, interviewing, hiring/termination and training of associates while following up with new hires to provide employee benefit information, confirm enrollment and receive feedback after 30-60-90 days of employment.Responsible for the facilitation of special events coordinating communication between various departments involved with these events and subject manager expert for inquires related to operations, youth programming, sales, & personal training. Implemented corporate team-building exercises and staff development programs to build interdepartmental sense of camaraderie and maximize the quality performance of our associates.

Mount Vernon, New York

Served as main liaison between all youth bureau employees and prospecting participants by processing all incoming mail, phone calls, emails, managing calendar and travel arrangements. Drafted, edited, & publish department newsletters to retain and increase youth participation in all programs offered by the Youth Bureau.Reviewed and screens all applications for summer programming, (i.e. Safe Haven Summer Program, G.E.M., Youth Employment).Coordinated and scheduled youth bureau special events specifically with communication between various programs offered.

Mount Vernon, New York

During my time at Staples I was a Copy and Print Center Sales Associate. I maintained great customer service while promoting brand recognition. I was involved with creating floor displays resulting in an increase of customer sales and monitored market conditions and local rival pricing. Most importantly, I engaged with customers in order to provide them with what they need in terms of product and quality services.

Mount Vernon, Ny

Assisted Youth Employment Coordinator with summer employment procedure. I motivated the youth of Mount Vernon to seek work opportunities in local areas, and I complied contracts between the Mount Vernon Youth Bureau and local outside programs. Lastly, I performed filing tasks, data management, drafting and editing short office memos.

Syracuse, New York Area

During my time on the campaign trail I participated in outdoor campaigning, grassrooted marketing in the community and was privileged to work directly with the Congressman.

Bachelor Of Arts - Ba, Sociology

Bachelor'S Degree, Sociology

Activities and Societies: Student Leadership Institute (SLI Alum)- Developed leadership skills during a yearlong leadership experience.

High School Diploma, High School Education

Activities and Societies: Varsity Swim Team Captain(2009), Model UN member, Diversity Club Member, member of the soccer team