Experienced Social Media Community Ad Manager with a proven ability to manage digital campaigns for 40 clients. Known for building strong client relationships through effective communication, while also driving successful advertising and content strategies to maximize advertising impact. Demonstrated success in presenting monthly performance reports with strategic insights to improve client satisfaction and optimize budget allocation.‣ Manage Google and social media advertising campaigns for 40 clients simultaneously‣ Proficient in analyzing client needs, employing a consultative approach to determine service requirements and customizing solutions accordingly‣ Establish and nurture client relationships through effective & personable communication, fostering trust and rapport‣ Expert in training clients on software programs and services, ensuring a comprehensive understanding and providing supplementary services to meet evolving needs effectively.‣ Communicate with clients to determine goals and implement aligned content and advertising strategies aligned with business goals and organic content calendars across: X, Facebook, Instagram, TikTok, YouTube, LinkedIn & Pinterest.‣ Craft Ad Strategy: Create and execute paid campaigns including MetaAds and GoogleAds‣ Define KPIS and track performance of paid campaigns and organic social media performance to optimize digital strategies‣ Prepare & present monthly client performance reports with implementation plans‣ Defined Quality Assurance process for pre-planned posting reducing content errors and increasing content standards‣ Created blog authoring program tailored to client needs owning end to end publishing processes and SEO optimization

Experienced E-commerce Channel Manager skilled in sales optimization, order flow processes, and website design. Adept at defining customer journeys, improving order flows, and managing product listings. Key member of e-commerce management, overseeing marketing materials and communications for customer retention. Proficient in Google Analytics for data-driven insights and weekly executive channel performance reporting.‣ Implemented & maintained e-commerce sales; COGS assessment, sales strategy, stock refreshes, listing protocol, and product selection‣ Defined pre & post-sales online customer journey for technical implementation‣ Subject matter expert for order flow process continuous improvements‣ Managed product listing copywriting team; performance management, content standards, timeline management, and SEO optimization‣ Key member of the ecom management team, performing quality checks across marketing materials, and pre & post sale communications focused on customer retention‣ Managed, maintained, and analyzed Google Analytics accounts to drive actionable change in marketing strategies and website performance ‣ Worked alongside developers to optimize website design and functionality (UI/UX)‣ Defined recurring oldest inventory selling strategy resulting in 92% success rate‣ Prepared and presented weekly executive channel performance reports

Leader in identifying growing market demand for International sales, pioneering and managing an International Sales Account Management Program. Crafted a robust fraud prevention framework, leading the implementation of an innovative program and training a dedicated team, resulting in substantial fraud risk reduction at a fraction of previous operational costs.‣ Managed International sales accounts efficiently using HubSpot, facilitating seamless communication across multiple departments.‣ Fostered strong global client relationships through consistent engagement, personalized support, and a deep understanding of their unique needs.‣ Spearheaded the redesign of international order processes, achieving a 90% reduction in order handling time. Trained team members on the streamlined workflow for enhanced efficiency.‣ Collaborated with the Shipping Management Team to introduce and implement updated International shipping policies, significantly decreasing customs-related returns by 98% and minimizing losses due to lost packages by 88%.‣ Drove substantial growth in international sales by achieving a remarkable 65% surge in international customer satisfaction, directly contributing to increased processing standards ‣ Defined new verification process for high-risk purchases reducing customer friction & ensuring timely turn around.‣ POC for final verification of high-dollar orders exceeding $100k ‣ Implemented chargeback process that led to decrease in CNP chargeback rate by 93% and 96% increase in win rate.‣ Revised verification process resulting in 50% reduction in verification time‣ Implemented automated fraud intelligence software; requirements gathering, vendor evaluation, cross functional alignment and configuration - ultimately eliminating the need for manual review.

‣ Managed all fraud prevention efforts for digital channels; e-commerce, eBay, & Amazon including preparing executive-facing reporting quarterly‣ Acted as POC for final verification of high-dollar orders exceeding $100k‣ Implemented chargeback process that led to a decrease in CNP chargeback rate by 95% and 96% increase in win rate‣ Implemented order hold verification process focusing on customer experience, clear communication, and timely turnaround, resulting in 50% reduction of verification time‣ Implementation of fraud intelligence software including requirements gathering, vendor evaluation, cross-functional alignment and configuration

Results-driven Customer Service Manager leading a team of 7 with a focus on efficiency and empathy. Implemented impactful improvements, including new training, ZenDesk chat, and scalable customer outreach, resulting in enhanced team performance. Demonstrated effective leadership through company-wide communication initiatives, fostering a supportive environment, and collaborating with leaders across the business to make informed decisions and drive successful service strategies‣ Managed customer service team of 7 across phone & email ensuring SLA adherence‣ Developed a new agent training curriculum resulting in notable reductions in call times and increased team efficiency ‣ Managed service, public relations, and executive escalations, defining customer response content and executing retention strategies‣ Deployed new ZenDesk chat feature on website to minimize inbound calls and improve service team accessibility‣ Implemented scalable outage and issue communications, eliminating manual outbound campaigns and reducing efforts by 96%.‣ Utilized Avaya to screen calls, identifying areas for quality enhancement and improvement opportunities‣ Led monthly 1-on-1 check-ins with team members to gather feedback, identify strengths, areas for improvement, and foster professional development opportunities‣ Designed and implemented a new escalation process within the team, improving customer experience and team efficiency.‣ Launched a post-sales customer experience survey, managing its configuration, questions, cadence, closure of dissatisfied customer feedback loops, analysis of results, and sharing of Customer Experience insights across the company