-Fulfills a key role within the ZenQMS Support team. -Main point of communication for clients, this position governs our company’s ability to retain clients, maintain strong references, and increase new revenue opportunities. By employing excellent relationship management skills, the Client Support Specialist will ensure optimal client satisfaction.-Solve client support related requests and incidents with expert system knowledge. Respond and track questions and requests using the ZenDesk application, while also identify new support material, manage the existing knowledge base, and log client feature improvement requests in our project management team.-Use the ZenQMS standard of support steps for providing solutions that include researching the root cause, attempting to replicate issue in a test environment, escalating issue to appropriate resource for further resolution if necessary, and communicating the identified cause and solution to the client. -Develop and sustain productive customer relationships that meet the contractual Service Level Agreement for response time. -Facilitating client support calls.-Assist other ZenQMS teams with task requests.

-Analyzed and synthesized customer data to drive enhancements in engagement strategies, resulting in improved customer satisfaction.-Developed and implemented multi-channel communication strategies to effectively address and resolve customer issues.-Ensured optimal client satisfaction by resolving support requests during the first interaction, leveraging excellent relationship management skills to build trust and maintain strong client relationships.**-Managed and optimized CRM systems such as Notion and Monday.com ensuring accuracy and efficiency in customer interactions and order processing.

-Manage and curate content production in Trello, HootSuite, and Social Sprout for the company's social media platforms (Instagram, Tik Tok, Facebook).- Capitalize on emerging trends, create customer analysis, and manage customer complaints/feedback to update digital platformsas needed.- Effectively coordinate content ideation and creation, social media schedule management, and communication management, by working with different frameworks and tools such as Gantt chart, Kanban, and Calendar view.- Deploy CRM strategies to enhance online presence through sponsored ads on social media, mainly on Tik Tok.

• Produce digital campaigns for experiential live activations for brands such as Brown Forman (Jack Daniels) and Heineken.• Develop social media marketing and influencer marketing strategies for music festivals such as Celebrez en Rose, Arc Festival, Lollapalooza, Englewood Music Fest, and Heatwave.• Effectively coordinate content ideation and creation, social media schedule management, and communication management, by working with different frameworks and tools such as Gantt chart, Kanban, and Calendar view.• Manage and curate content production in Planoly, HootSuite, and Social Sprout for B2B clients’ social media platforms (Instagram, Tik Tok, Facebook).• Implemented a digital marketing campaign for Englewood Music Festival that included graphic design, video production, editing, and repurposing of existing branding assets which increased organic followers by 450% and boosted engagement by 14%.• Deploy CRM strategies to enhance online presence through sponsored ads on social media.• Capitalize on emerging trends, create customer surveys, and manage customer complaints/feedback to update digital platforms as needed.

• Using Canva and Adobe Creative Suite to edit and modify graphic design materials and other brand assets for the company’s website and social media pages.• Supported the planning and execution of corporate events and pitched brand materials for promotionalcampaigns to increase event attendance.

• Delivered a 15% growth in ticket sales through social media management platforms such as Sprout Social and Hootsuite.• Maintained communication with all community stakeholders, by being a focal point between local organizations and the company, preparing scopes of work, key milestones, and deliverables for projects.

• Boosted Instagram following by 500% through creative content and outreach efforts aimed at specific target audiences.