Michael Molnar Email & Phone Number

Cleveland, Oh, Us

Cleveland, Oh, Us

Occasional observational comedian performing stand-up with over 30 appearances in the Cleveland area since 2016.

Cleveland, Ohio

Responsible for developing and executing strategic social media campaigns to drive brand awareness and protection, engagement, and business growth.• Reviewed 620,000 social comments from a 5M follower base across multiple channels to identify engagement opportunities with brand ambassadors and triage customer concerns across multiple social servicing teams.• Protected the brand by moderating comments, escalating threats, and providing feedback on various campaigns and celebrity… Show more Responsible for developing and executing strategic social media campaigns to drive brand awareness and protection, engagement, and business growth.• Reviewed 620,000 social comments from a 5M follower base across multiple channels to identify engagement opportunities with brand ambassadors and triage customer concerns across multiple social servicing teams.• Protected the brand by moderating comments, escalating threats, and providing feedback on various campaigns and celebrity partnerships.• Managed brand accounts curating and posting organic content on Facebook, Twitter/X, Instagram, YouTube, TikTok, Pinterest, Threads, Giphy, and Tenor.• Served as social lead for the Keys to Progress veteran vehicle giveaway program, drafting, executing, and reporting on organic and paid content plans.• Established the Commercial Lines Social team to engage with and support that side of the business; led the training and onboarding of new team members. • Coordinated the monthly organic content calendar, led creative meetings, and facilitated reviews with stakeholders.• Onboarded and mentored a new team member, teaching monitoring best practices, company culture, and response strategies; managed 2 interns, improving team efficiency and cohesion through weekly touchpoints.• Designed a Google Reviews response strategy to improve our local agents’ rankings and SEO.• Spearheaded the revision of company-wide social media guidelines, ensuring up-to-date internet compliance standards.• Cultivated cross-functional relationships to align social media strategies with company objectives.• Collaborated with Employee Resource Groups to promote and raise awareness of their cultural missions and campaigns.• Partnered with senior leadership to add preferred pronouns to Flo's social pages, reflecting a commitment to diversity.• Responded in character as Dr. Rick to fan emails, enhancing brand engagement with personalized communication. Show less

Cleveland/Akron, Ohio Area

Responsible for high-volume frontline end-to-end support aiding existing and prospective customers via chat, email, and social media. • Resolved complex customer inquiries through online chat, managing multiple customers simultaneously across various platforms as a licensed agent in all 50 states.• Assisted with mobile app chat testing, contributing to the enhancement and functionality of customer interaction tools.• Created library of frequently used chat responses highlighting… Show more Responsible for high-volume frontline end-to-end support aiding existing and prospective customers via chat, email, and social media. • Resolved complex customer inquiries through online chat, managing multiple customers simultaneously across various platforms as a licensed agent in all 50 states.• Assisted with mobile app chat testing, contributing to the enhancement and functionality of customer interaction tools.• Created library of frequently used chat responses highlighting Progressive’s features and benefits.• Led the CRM social media team, managing Twitter, Facebook, and blog interactions, driving engagement and brand love.• Onboarded new team members, as a classroom resource, at the Tampa / Cleveland sites; providing training, response strategies, auditing, and coaching.• Featured in a promotional training video explaining the role of chat services to senior leadership.• Presented a summary of the role of social media in the CRM organization to senior leadership, raising awareness of the team’s function and contributions. Show less

A high-volume frontline contact center employee assisting existing and prospective customers with sales quotes, billing questions and policy concerns.• Trained and licensed as an insurance agent in all 50 states, enabling the sale and servicing of insurance nationwide.• Sold personal and special lines policies and provided service to existing customers through phone interactions.• Presented a comprehensive overview of PolicyPro, a policy servicing system, to the Training Department… Show more A high-volume frontline contact center employee assisting existing and prospective customers with sales quotes, billing questions and policy concerns.• Trained and licensed as an insurance agent in all 50 states, enabling the sale and servicing of insurance nationwide.• Sold personal and special lines policies and provided service to existing customers through phone interactions.• Presented a comprehensive overview of PolicyPro, a policy servicing system, to the Training Department enabling them to build a web-based training program for broader distribution.• Developed specialized skills in handling niche customers like USAA and Harley Davidson.• Selected to work on the Claims Verification Team.• Served as a Representative Advisory Board member, acting as a liaison between Scheduling and CRM to improve awareness and communication.• Designed multiple sales contests and crafted engaging email communications to drive team goals. Show less

POC was the testing ground within the contact center that experimented with new approaches to inbound and outbound sales / service that could then be rolled out company wide.• Handled complex customer interactions, implementing and testing new processes and procedures during pilot projects.• Participated in focus group discussions to provide critical feedback on various pilot projects, including the ID / OH / AZ Gas Card Pilot, Stated Amount Recovery Project, and PA Tort Call-Out… Show more POC was the testing ground within the contact center that experimented with new approaches to inbound and outbound sales / service that could then be rolled out company wide.• Handled complex customer interactions, implementing and testing new processes and procedures during pilot projects.• Participated in focus group discussions to provide critical feedback on various pilot projects, including the ID / OH / AZ Gas Card Pilot, Stated Amount Recovery Project, and PA Tort Call-Out Project.• Delivered PowerPoint presentations in team meetings, focusing on strategies to improve retention, customer loyalty, and Net Promoter Score.• Organized sales contests, team-building activities, call calibrations, and team project work. Show less

Cleveland/Akron, Ohio Area

Frontline contact center employee assisting existing and prospective customers with sales quotes and policy concerns. • Sold personal and special lines insurance as a direct sales representative licensed in 15 states.• Trained in customer service to become a sales / service “blended rep” based on successful performance in the sales role.

Mayfield Village, Oh

I was a Social Media Specialist for over 6 years for this Fortune 100 brand. My responsibilities included organic content curation, community management for an audience of over 5M followers, project management, interpersonal relationship building, social escalations, etc.