Joel Hwang Email & Phone Number

Tempe, Az, Us

Managed a dedicated book of 215+ accounts with a MRR of 80K, analyzed performance and ROI from our services and tailor strategy moving forward Served as the first touchpoint in the customer onboarding journey through the initial onboarding meeting and served as the clients primary point of contact with monthly client update calls to address client concernsActed as a liaison between the clients and our content and platform teams for our Marketing Services Premium service, escalating to the proper departments when dealing with escalations and urgent customer situationsExceeded retention goal twelve out of fourteen months in role, averaging a monthly performance in the top 10% across the departmentServed as a product expert/digital marketing consultant on organic and paid social strategy to help grow the social media presence for our clients

Tempe, Az, Us

Provided technical support including researching and troubleshooting dynamic, multifaceted platform-related errors in Google my Business, Meta Business Manager, Instagram, and Yelp.Worked on specialized teams to train new hires, communicate with other departments, and complete tasks requiring advanced social media platform acumen, handled escalated clientsAudited and optimized social media and online review platforms to ensure a consistent online presence for small and medium sized businesses

Overland Park, Ks, Us

Provided basic technical support in a structured call center environment for government client such as password resets &unlocks for Windows and Microsoft Office 365 user accountsWalked users through basic troubleshooting steps and routed severity tickets to Service Tower Providers ATT, IBM, & DellCompleted average of 50+ phone calls a day using Odigo CIM toolDocumented each customer incident ticket in BMC Remedy IT service management (ITSM) tool

Basking Ridge, New Jersey, Us

• Provided excellent white glove customer support for leading OTT TV streaming provider•Troubleshoot Android, iOS, Chrome, Sony, and Roku, and Firefox playback issues•Explained and promoted product features to prospective customers•Documented and reported bugs that customers experience to engineering team•Dealt with irate customers through de-escalation and correctly followed escalation process

Northbrook, Il, Us

•Completed extensive training sessions covering statistical theory, analytical tools such as R, Python, SQL, Hadoop•Led delivery team of 3 members to create a dashboard using R Shiny and utilizing Art of Problem Solving method•bolstered client engagement with world’s largest retailer by highlighting delivery team success story in client meeting with high-level company stakeholders in attendance

Bachelor’S Degree, Marketing

Bachelor'S Degree, International Relations And Affairs

Bachelor’S Degree, Business/Commerce, General

Education record