Mark Cao Email & Phone Number

Philadelphia, Pa, Us

Philadelphia, Pa, Us

Mumbai, Maharashtra, In

• Directed monthly social media calendars based off market research, for the SVP of marketing, on when to post specific advertisements to 5 social media outlets • Constructed user interface questionnaires and interviewed over 15 people for feedback to lead product research and improvements • Presented research to Director of Marketing to aid in promotion of the product in the US market • Designed two advertisements weekly, using Adobe Photoshop, to post on Instagram, Facebook, Twitter, or LinkedIn

Santa Monica, California, Us

• Handled 250-300 in bound calls weekly, to retrieve customer data through CRM and present relevant product information to customers• Processed over 120 emails and chats per week using FreshDesk to help resolve customer concerns and complaints• Analyzed monthly call volume reports for all customer care professionals, to improve customer satisfaction and maintain high quality service, presenting these reports directly to the VP of marketing • Trained and mentored two new employees on customer service etiquette, CRM, and FreshDesk management

New York, Ny, Us

• Increased customer retention within PayPal system by identifying and targeting high valued customers within Excel and saved a potential of $100K in revenue annually• Reviewed quality insurance standards within weekly meetings for a third-party agency to improve Dow Jones’s customer service standards• Created a new email campaign in coordination with the Marketing department with a goal to reduce the annual churn rate by four percent• Designed mobile application with a team to streamline access to current events then presented recommendations to C-Suite executives to expand client demographics• Created two video presentations presented in front of the entire department using Vegas Pro and Photoshop designed to increase communication within the department

• Executed marketing plan and increase customer base by creating and posting content on YouTube, Facebook, Twitter and WordPress• Resolved over 50 customer complaints, concerns, and questions while communicating through social media platforms to address issues in a timely and effective manor• Managed the company’s website by using WordPress to create new documents and articles intended to inform existing customers of upcoming products• Identified customer engagement data through Google Analytics then organized results using Excel to determine opportunities to improve marketing strategy• Used Google AdSense and Google Analytics to review website visits and found that increasing blog posts lead to an increase in over 500 daily visits from new and existing customers

Bachelor'S Degree, Marketing

Education record