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.▪ Collaborated with team members to conduct in-depth research and analysis, ultimately identifying a process improvement strategy that increased efficiency by 20%.▪ Managed escalations and sensitive customer issues with empathy and professionalism, a valuable skill for handling PR challenges and maintaining a positive brand image on social platforms.▪ Worked closely with marketing, product, and development teams to ensure a cohesive customer experience.

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 metrics through data analysis, content calendar creation, and Facebook and Instagram marketing to increase organic reach and engagement across all platforms.Blue Granite Climbing Gym▪ 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.▪ Exceeded fundraising goals by 20%, raising over $30K, by leading team of 30 to organize and execute fundraising events.Lift Literature▪ Delivered engaging, inspiring, and educational social media content to support fundraising efforts and raise brand awareness.Austin Angels▪ Raised $115K for nonprofit charity as Event Committee Lead; planned and executed charity event featuring entertainment, auctions, food, and family-friendly activities.▪ Increased audience engagement 30% by implementing innovative technology solutions to ensure seamless integration of virtual attendees into the event experience. ▪ Oversaw event logistics, including venue setup and technology installation to accommodate both in-person and virtual attendees, resulting in a successful event that received positive feedback from participants.

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.• Wrote concise and clear bug issues to the tech team for review.• Gathered all required information to transfer inquiries to specific departments.• Set and exceeded CSAT rate goals created in Betterworks.• Learned different accounting softwares integrated within the product.

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.• Aid in identifying resource needs for the team and providing technical leadership.

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.• Addressed partner inquiries/issues and analyze situations and problem solve.