Stevanie M. Email & Phone Number

Remote

• Enhanced brand voice and reputation on SalesForce by engaging with customer inquiries and swiftly resolving customer issues to ensure a positive brand experience.
• Streamlined communication processes between departments, resulting in a 30% decrease in response time for customer inquiries and significantly improving overall customer satisfaction.
• Developed and nurtured a loyal customer community by fostering meaningful interactions, a skill directly transferable to building and engaging social media audiences.
• Consistently exceeded daily quotas while maintaining over 90% customer satisfaction by successfully resolving an average of 200 customer service requests per day in Salesforce.
• Analyzed customer feedback and engagement metrics to identify trends and improve service delivery (data-driven insights).
• Mentored 5 new employees, boosting team morale by fostering a culture of continuous learning and development.

• Developed and executed comprehensive social media marketing campaigns, as well as public relations and event management, for nonprofit and business clients. Generated major increases in brand awareness and engagement.
• Launched and managed targeted social media campaigns that resulted in a 30% increase in engagement and raised $6,000 towards providing free climbing gym access to underprivileged youth.
• Generated 15% growth in followers and 75% growth in web traffic by analyzing data to optimize content strategy.
• Increased engagement 150% by leveraging comprehensive market research to identify key demographics and trends.Ascension Leadership Academy
• Managed press and media relations for nonprofit organization, securing coverage in 6 local news outlets and resulting in a 50% increase in awareness.
• Increased community engagement and event attendance 40% through social media campaigns and email blasts.

San Francisco Bay Area

• Achieved 95% client conversion rate through consultative sales strategies to onboard new clients.
• Increased client satisfaction and retention by developing personalized fitness routines to achievehealth goals and injury prevention.

Palo Alto, CA

• Provided customers with live chat, phone support and ticket system in a SaaS environment within multiple support channels.
• Guided customers with effective communication while understanding and emphasizing.
• Solved customer’s discrepancies with vendors/customers in accounts payables/receivables.
• Reviewed internal and external help articles for accuracy.
• Troubleshooted issues while utilizing internal tools, Zendesk, Glance and JIRA.
• Multi-tasking multiple customers meanwhile researched with internal tools and help articles.

Mountain View, CA

• Managing day-to-day tasks and project assignments for Partner Operations Coordinators.
• Coordinating team meetings and communicating to the team on updates, priorities, best practices, and tool issues.
• Leading revamp projects that improve operational workflows and processes, increase efficiencies with partner support, elevate service and maintain clean accounts.
• Working with Account Managers to drive the success of the team and account.
• Tracking core metrics, reviewing inquiry queue, and ensuring SLA adherence and goal expectations are consistently met.
• Developing internal resources and documentation to help manage partner relationships.

Mountain View, CA

• Demonstrated exceptional client relations and leadership skills.
• Selected to deliver trainings on 6 partner operational workflows for new hires and management.
• Review digital storefronts for accuracy through Quality Assurance checks.
• Worked with major studio, networks and post-production houses throughout the USA/Latin America/Europe and Asia to facilitate content ingestion, processing, and publishing to the Google Play and Youtube film services.
• Correspond cross-functionally with Google’s internal business, product, engineering and merchandising teams to identify and execute on opportunities for process improvement.
• Ingested video, metadata and artwork deliveries from post-production and in-house.