Michael Awad Email & Phone Number

Falls Church, Virginia, United States

Designed Amazon Connect flow for inbound callers, differentiating queue placement based on state and language to support an over 120% increase in inbound call volume.Cleaned and imported CSVs with 42,000 zip codes for 29 states into S3 buckets and DynamoDB tables.Implemented multiple Lambda functions (Python) to query DynamoDB tables for variables including Queue ARN, state, and time zone based on client input and language preference to dynamically place callers in queue.Utilized Aws CloudShell (Bash) to batch create and map queues and Quick Connects.

Falls Church, Virginia, United States

Created a more efficient workflow by scheduling clients according to available hours. Developed interpersonal, communication, and teamwork skills by interacting with and managing many people in a fast-paced environment. Learned how to manage and resolve conflicts in a workplace setting.

Los Angeles Metropolitan Area

Analyzed company's customer relationship management (CRM) database of over 1,000 records with Excel to determine effectiveness of social media and marketing campaigns, resulting in a 28% improvement in campaign effectiveness.Utilized AI to streamline workflow for team, identify industry trends, create audience-specific content aligned with company's brand message, and store data for future analysis.Connected with multiple publications in the industry, resulting in an estimated 21% increase in brand awareness and a growth of 18% in audience size through strategic outreach and marketing campaigns.

Charlottesville, Virginia, United States

Compiled information into user-friendly packages for existing and prospective clients through a monthly newsletter and graphics used for the company website, resulting in a 44% increase in customer interaction through the company newsletter.Researched and implemented customer relationship management, project management tools, website improvement, email marketing platforms, and streamlining of communication.Performed primary research for the newly created affiliate market, contributing to company expansion.