•Selected as 1 of 6 agents (out of 50) to be part of the Salesforce and Dedicated Service Advisor pilot team, implementing new changes across the company.•Utilized soft skills to empathetically address customer complaints, build trust, and resolve problems in a timely manner.•Oversaw 100+ case assignments for new agents, provided support for team members' cases, and effectively de-escalated high-priority customer issues, fostering operational efficiency and customer satisfaction.•Addressed and resolved at least 50 cases per week, using Salesforce and social media platforms Sprout and Sprinklr, demonstrating responsiveness and commitment to delivering exceptional customer service.•Analyzed Net Promoter Score (NPS) data from customer surveys, identifying areas for improvement and implementing strategies to elevate overall customer experience, driving sustained loyalty and satisfaction.

•Reviewed and managed company social media pages (Facebook, Instagram, Twitter, Dealer Rater), addressing customer concerns, comments and feedback, handling daily volume of 100+ messages.•Organized cases with Salesforce for customer concerns and collaborated with various departments (Accounting, Logistics, Titles, Contracts, etc.) resolving issues and de-escalating high-priority customers.•Brainstormed with marketing team bi-weekly, discussing branding when communicating with customers.

•Oversaw day-to-day company operations, managing procedures with tech team, shipping department, accounting, management, sales team, and credit card processing department.•Developed and implemented comprehensive training checklist for tech team, ensuring efficient troubleshooting and support ticket assignment.•Contacted and qualified leads for reseller program, facilitating enrollment through paperwork submission.•Conducted onboarding calls with new resellers and weekly sales training calls with company partners.•Led weekly calls with various reseller partners and the sales team, fostering effective communication and collaboration.•Trained new sales team employees and generated daily and weekly sales reports for management.

•Reviewed and approved social media posts (Facebook, Twitter, LinkedIn), maintaining cohesive brand image.•Completed credit card processing applications for new merchants and ensured timely submission for approval.•Created and updated company forms and internal documents, streamlining processes.

•Maintained calendars for advisor appointments, scheduling meetings across 3 Houston area offices.•Served as the primary point of contact for office appointments, warranting exceptional client service while providing a white glove experience for clients to showcase Roberts Wealth Management branding.•Qualified incoming leads from various sources and facilitated conference calls or in-office appointments.•Compiled weekly team agendas, meeting reports, and other requested documents.

•Developed and executed innovative marketing and advertising strategies, driving customer acquisition and revenue growth, securing new clients for advertising.•Collaborated with senior management, vendors, ad agencies, and non-profit organizations, building Voice of Asia brand and partnerships.•Ensured consistent company image across all marketing collateral in print, online, and social media.

•Generated leads and secured new corporate accounts through effective communication and relationship-building.•Coordinated with medical clients, obtaining content for HealthLine Magazine.•Attended community events and published articles for the paper.•Assisted in organizing and planning the HealthLine Wellness Expo with 50 vendor booths.•Created e-blasts, using Constant Contact.