Skyla Luther Email & Phone Number

Green Bay, Wi, Us

• Provided fast and satisfactory resolution of all inbound inquiries from managed marketing clients (via phone, email, and text).• Made adjustments to ad campaigns, as requested, and provided expert recommendations to help clients improve their campaign performance.• Escalated issues, as needed, and tracked their progress and resolution.• Advocated with internal teams for the needs of managed marketing clients.• Monitored campaigns and communicated ad performance to clients in a clear, positive manner.• Acted as a subject matter expert on Real Geeks products, online lead generation, and best practices for lead nurture and conversion, and advised clients on how to better utilize Real Geeks in their business.• Conducted proactive outreach to managed marketing clients with low CSAT or NPS scores.• Conducted thorough discovery to get at the root cause of each client's challenges or frustrations.• Identified the right resolution steps to prevent cancellations, from training and coaching to financial relief.• Reset expectations and de-escalated clients who had a negative experience or were frustrated with our lead generation services or platform, as appropriate.• Gathered actionable insights from clients needing support or wanting to cancel to help improve products and services Real Geeks offers.• Ensured all clients had a positive experience with Real Geeks, even if they had chosen to stop doing business with Real Geeks.• Tracked key lead generation competitors and delivered insights to Marketing, Sales and Product.• Handled all customer interactions in alignment with Real Geeks core values and standards for customer care.• Assisted in the training of new team members.• Assisted team members in the Marketing Department as well as the Customer Support department in answering their questions regarding platform functionality, company processes, and internal systems guiding them on how to word their responses to client issues and questions.

Remote

• Modified Google PPC and Facebook Marketing campaigns based on our recommendations and the clients' requests.• Updated clients' website search fields utilizing Visual Studio Code to ensure the areas they wanted to target in their campaigns were available on their website.• Assisted clients with their questions regarding their marketing campaigns and the platform.• Recommended best methods to utilize the platform to expand their success and revenue.• Troubleshoot platform issues and escalate to the appropriate department (when necessary).• Assisted clients in setting up their website, IDX feed, CRM, Workflows, and eBlasts, and more.• Updated clients website search fields utilizing Visual Studio Code.• Utilized iTerm to troubleshoot property listing issues (e.g. listing not displaying, price not updated, status not changed, etc.).• Walked clients through troubleshooting steps.• Answered questions and assisted clients with platform functionalities.• Assisted in reporting on account performance and investigating account performance outside of direct client inquiries.• Assisted team members in the Marketing Department as well as the Customer Support department in answering their questions regarding platform functionality, and company processes, and internal systems guiding them on how to word their responses to client issues and questions.• Assisted in the training of new team members.• Prioritized time to ensure all clients received a response in a timely manner via phone calls, SMS messages, and emails (majorly via Zendesk and HubSpot).

Remote

• Troubleshoot platform issues and escalate to the appropriate department (when necessary).• Assisted clients in setting up their website, IDX feed, CRM, Workflows, and eBlasts and more.• Updated clients website search fields utilizing Visual Studio Code.• Utilized iTerm to troubleshoot property listing issues (e.g. listing not displaying, price not updated, status not changed, etc.).• Walked clients through troubleshooting steps.• Answered questions and assisted clients with platform functionalities.• Prioritized time to ensure all clients received a response in a timely manner via phone calls and emails (via Zendesk).

Morro Bay, California, United States

• Packaged and delivered various food and drink items.• Operated vehicle safety in highly congested areas with no traffic violations.• Completed on-time deliveries by choosing the best and most efficient routes.• Processed cash and card POS transactions.• Sanitized all tools and surfaces.• Packing up food orders in appropriate containers once they were out of the oven.• Prioritized time to ensure completion of daily closing tasks.

Remote

Aclate• Assisted in the setup of the new Customer Support team and tools to take over providing support from another team.• Managed and updated Customer Support tools as needed for new clients added to the support portal.• Constructed an end-to-end workflow for the Support Team processes.Bespeak (previously SMS Masterminds)• Fulfilled requests for merchant system build-outs.• Trained new clients on system functionalities.• Constructed walkthrough and troubleshooting articles for clients and the internal teams.Beckon• Converted analytical files to a format the platform could analyze and translate.OneSpot• Partnered with clients on creating custom recommendation units for articles, recipes, products, etc. in order to display on their websites and email newsletters.• Provided analytical insights on unit performance.Symphony• Assisted team in designing a new online eCommerce storefront demo to present to clients.@Hand• Assisted clients by answering questions regarding the platform and functionalities• Provided troubleshooting steps and solutions to clients that experienced issues during the installation and continued use of the platform (note: each client had a unique installation based on their needs thus it was vital to have a general understanding of the system as well as each clients unique solution in order to provide the best support)• Constructed walkthrough and troubleshooting articles for clients and the internal teams.OneSCM• Assisted clients by answering questions regarding the platform and functionalities.• Provided troubleshooting steps and solutions to clients that experienced issues during the installation and continued use of the platform.

San Luis Obispo, California

• Fulfilled requests for merchant system build outs.• Trained new clients on platform functionality.• Constructed walkthrough and troubleshooting articles on the platform (both software and hardware) for clients and internal teams.• Prioritized time to ensure all clients received a response in a timely manner via phone calls and emails (via Zendesk and Office Phones).

Paso Robles, California, United States

• Assisted teams with presentations to the public, schools, and childrens parties to increase awareness of wildlife preservation and exotic animals.• Kept animals clean and free of contaminants to promote optimal health.• Minimized animal injury risk by monitoring behaviors, reporting irregular behaviors to supervisors, and eliminating safety hazards.• Prioritized time to ensure all tasks were completed.

San Luis Obispo, California Area

Creating IT Futures, the SLO County Office County Office of Education, and SLO Partners expanded the IT-Ready career training program to grow the tech workforce in the greater San Luis Obispo area of California. The 8-week IT-Ready program works to teach students how a computer works, how to troubleshoot, basic tech security, soft skills, and critical thinking needed to enter the technology workforce.

Paso Robles, California, United States

• Obtained and fulfilled customer orders in a timely manner.• Managed cash, card, and gift card POS transactions ($500 to $1,000 in the register at any point in time).• Sanitized all tools and surfaces.• Prioritized time to ensure completion of daily tasks in the allotted time shift, including all closing tasks and prepping the store for the opener.

Paso Robles, California, United States

• Acquired and fulfilled customer orders in the company “3-minute wait” promise.• Managed cash, card, and gift card POS transactions ($400-$900 in the register at any point in time)• Sanitized all tools and surfaces.• Handled prioritizing employees’ placement on the line for best efficiency.• Handled receiving product shipments and placing them in storage according to company standards.• Handled cash deposits ranging from $1,000 to $3,000.• Prioritized time to ensure completion of daily opening, closing, and other daily tasks.

Templeton, California, United States

• Prepared mailing labels and packages by verifying all parts and order forms were in the packages before sealing and sent to the customer via UPS.

Associate Of Arts - Aa, Business Administration

A+ Certification

General Education

Education record