Tracy Sernau Email & Phone Number

United States

Westwood, California, United States

Westwood, Ca

Inbound Calling Survey: Connecting people already on the phone with market research surveys. A revolutionary new way to gather research information at twice the speed and half the cost.Support CEO, Sr. Telecom Engineer, and Data Analyst on daily operations.

Westwood, Ca

Help telecom providers monetize unused calls by turning costly unused call traffic (Misdials, Incompletes, Disconnects) into a brand new revenue opportunity.Support CEO, Sr. Telecom Engineer, and Data Analyst on daily operations.

Agoura Hills, Ca

• Work with team of 8 on internally created, startup project that provides tailored marketing solutions to Farmers Insurance agents. • Develop, create, and implement communication strategies (email templates, call structures, call scripting, etc.) that are utilized during the sales, onboarding, and check-in processes for product.• Collaborate with internal teams (development, product management, marketing) to develop and implement new features and product enhancements that increased customer engagement and satisfaction.• User Acceptance Testing (UAT) for client and account manager dashboards. Working directly with lead developer to document bugs and collaborate solutions. • Train and manage the day-to-day tasks of the program’s account manager.• Acted as Sales Development Representative (SDR) while selling product, creating and qualifying over 200 new sales opportunities and leads. • Aided in the ideation, creation, and distribution of over 100 educational documents for clientele around social media, local listings, SEO, SEM, blogging and website optimization.• Conduct market research: competitive business analysis, NPS survey (receiving a score of 68), and industry interviews via phone, email or skype.• Managed Quality and Assurance (Q&A) for program’s phone calls, emails, processes and procedures.• Held end of day meetings with Account Management team; discussed problems, solutions, questions, and documented any bugs within product. • Participated in industry webinars and ongoing research to stay aware of marketing, social media, SEO and trending topics.

Agoura Hills, Ca

• Worked directly with 200 Farmers Insurance agents as marketing representative, helped on creating and implementing custom marketing strategies to increase overall revenue for business. • Attended corporate events with over 2,000 Farmers Insurance agents aiding in website sales and optimization.• Reviewed and optimized website content based on Farmers Corporate Marketing Compliance Guidelines. • Supported over 10,000 captive insurance agents with a core team of 7 on website and marketing support.• User Acceptance Testing (UAT) for the internally developed CRM and CMS platforms. • Provided excellent customer service for clients via SnapEngage, Emails, Social Media Platforms, and Inbound and Outbound calls. • Promoted to Customer Experience Supervisor in May 2015

Greater Los Angeles Area

In charge of on-site production events. Pre and post event set up, site preparation, customer service, transportation, food preparation, strengthening client relations, increasing customer satisfaction and service.

Bachelor Of Arts (B.A.), Communications, 3.1

Activities and Societies: Technology Management Program with a Technology Entrepreneurship Certificate. Minor in Global Peace and Security.

Associate'S Degree, Communication, General, 3.5

Activities and Societies: Business and Economics Student Association (BESA) 2011