Coordinated monthly engagement and activation campaigns to drive Shell Card GO App registrations, user engagement & sales volume.Developed and executed customer lifecycle management strategies to retain users and maximize lifetime value.Implemented comprehensive marketing strategies to boost app visibility, attract new users, and retain existing ones.Enhanced app functionality and streamlined customer service processes to improve user experience and satisfaction.Increased app awareness through social media, targeted campaigns, and partnerships.Managed commission reports, weekly reports, and offer assets briefing, ensuring accurate data validation and timely execution of marketing strategies and marketing plans.

Title: Senior Customer Service ConsultantResponsibilities:Provide exemplary customer service and support, ensuring each customer interaction reflects the brand's commitment to excellence.Conduct monthly quality performance reports on the team's performance, analyzing metrics and identifying areas for improvement.Collaborate with management to develop performance improvement initiatives based on performance analysis.Proactively provide timely feedback on team performance to optimize the customer experience.Monitor call volumes and trends to identify and escalate issues to internal departments, ensuring timely resolution and minimizing service disruptions.Coordinate with other departments to clarify processes and create Knowledge Base articles for the team, facilitating efficient operations.Manage support administration tasks, including maintaining records of goodwill vouchers/gift cards and ensuring 100% audit clearance.Monitor and record inventory of vouchers, gift cards, and envelopes, ensuring adequate stock levels.Activate and adjust balances on company gift cards for customers and internal purposes.Provide frontline expertise to internal departments to improve processes and enhance operational efficiency.

Title: Marketing Promotions Specialist/Coordinator (Enhance Loyalty Squad)Responsibilities:Collaborate with internal stakeholders to plan promotional campaigns, ensuring alignment with business objectives.Manage the Offers Program (Loyalty, App Exclusive, Bonus Rewards, Your Good Call), ensuring accuracy and timeliness of offers.Coordinate with product owners to develop monthly loyalty briefs and store guide content for promotional campaigns.Upload artwork to Adobe Experience Manager for monthly promo offers, ensuring consistency and quality.Write offer copy and terms & conditions for all offers in the app, maintaining clarity and compliance.Plan and execute email and push notification campaigns to support monthly promo program.Set up email and push campaigns, including building emails in AEM, building workflows in Adobe Campaign, and scheduling campaigns.Conduct go-live checks to ensure offers are functioning correctly and troubleshoot any issues.Work with Data Integrity team to resolve offer scanning issues and POS-related issues impacting the app.Source ad hoc artwork for out-of-cycle offers, maintaining brand consistency and quality.

Title: eServices Category AssistantResponsibilities:Effectively managed customer and store complaints related to vouchers, gift cards, and tech accessories, ensuring timely resolution and clear communication with all stakeholders.Investigated issues, coordinated with suppliers for updates, and facilitated refunds in-store or via electronic transfer.Collaborated with the Category Manager to meet retail sales targets, supporting daily sourcing, pricing, promotions, costing, and supplier management activities.Processed and communicated all paperwork, including promotions, new lines, deletions, supplier changes, and price adjustments, to the Data Integrity team for timely updates to the store Point of Sale system.Provided the Data Integrity team with validated pricing and new line data to ensure accurate system updates.Managed category promotions for in-store promotions, app offers, and planned marketing activities, informing suppliers accordingly.Analyzed sales data and provided insights into income opportunities, leveraging an understanding of suppliers and competitors to benefit both 7-Eleven and its retail partners. E-Service Working Group:Title: E-Service Working Group ParticipantResponsibilities:Collaborate with the marketing team to identify pain points in handling customer activation/deactivation issues with gift cards and refund requests.Plan and implement changes in the Franchisee System Manual to improve the process.Introduce and communicate the new process to support efficient handling of customer cases.Monitor the effectiveness of the new process and propose further improvements as necessary.Ensure transparency in the proposed process to facilitate timely resolution and escalation of customer issues.Reduce processing time by streamlining communication and forwarding queries directly to the vendor, eliminating unnecessary intermediaries.