Savannah Wilson Email and Phone Number

Led a cross-functional team comprising Legal and PR departments to develop an end-to-end process for reporting and tracking sensitive customer interactions, resulting in a 70% increase in efficiency.Implemented methodology for the use of UTMs in customer-facing touch points to align with company objectives and initiatives, resulting in $50k of incremental revenue and 1k+ orders.Single handedly built and configured internal Product Knowledge website for improved product and brand expertise among our 85 customer service agents.Spearheaded a community engagement strategy to interact with Bombas fans and harness listening tools to increase the impact of Bombas’ presence across Instagram, Twitter, and TikTok.Analyze Voice of Customer trends across email, chat, and social channels using CRM tracking tools and Looker to share with cross-functional stakeholders. Create and deliver educational materials such as decks, one-pagers, trainings, and quizzes to empower over 85 external customer service agents.Act as our team’s product expert: proactively stay up to date with product innovations; manage internal relationships surrounding product; and update internal resources with important product information.Craft branded messaging, including over 500 quick replies, for customer-facing and product-centric communications.Collaborate cross-functionally with PR, Legal, Marketing, and Brand teams to produce internal and public-facing resources for product launches and brand collaborations.

Mastered Sprout Social to manage customer interactions across Facebook, Instagram, Twitter, YouTube, and TikTokDevised a proactive outreach strategy that enhanced Bombas' brand presence and engagement across Instagram, Twitter, and TikTok.Moderated User Generated Content including sourcing, requesting permission, and sending gift cards. Coordinated the use of UTMs in Bombas’ social media quick replies so we could track social-based clicks and revenue. Conduct quality assurance checks for high-level marketing initiatives and retention assets. Programmed the Bombas Chatbot using Sprout’s bot feature to guide customers to Bombas’ customer service portal and recommend Bombas products via UTM links.Onboarded, trained, and led Bombas' seasonal social support team during each holiday season, ensuring efficient operations and excellent customer service.

Facilitated the onboarding of new clients by outlining next steps, securing contracts and agreements, and coordinating kickoff plans. Served as primary point of contact for clients and proactively scheduled monthly/quarterly check in meetings, shared frequent progress updates, and tracked deadlines.Managed project timelines and documentation for each client via Asana. Analyzed and presented social media and marketing email performance data in both live and virtual meetings on a monthly basis.Managed social media platforms for clients, reaching a total of 625k followers, and created and scheduled 2,100 posts using Hootsuite.Worked with our external graphics team to design and distribute all client marketing materials and collateral.

Achieved highest sales rates consistently among the VSRs with an average of $25,000 monthly sales through upselling and emphasizing cross promotions/package deals. Supervised team of 7 emphasizing sales strategy to benefit overall sales.Maintained working knowledge of all partner sales’ pricing, attractions, promotions, etc. in a constantly changing environment in order to effectively convey tourist information to guests new to Philadelphia.Designed promotional marketing content.Onboarded new hires.