Michael Molnar Email & Phone Number

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.
• 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.

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.
• 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.

• 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.
• 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.

• 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.
• 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.