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Brand Experience Manager Resume Example

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PA
BRAND EXPERIENCE MANAGER
Summary

Results-oriented professional with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.

Skills
  • Process optimization
  • Customer Service
  • Conflict mediation
  • Problem Resolution
  • Project management
  • Project management abilities
  • Promotional support
  • Microsoft Office expertise
Experience
07/2017 - 04/2020Brand Experience ManagerMajority | Houston, TX
  • Provided excellent customer service to internal and external customers by listening, communicating effectively, and problem solving.
  • Delivered benchmarks and comprehensive client campaign reports through assessment of digital analytics compiled from Google Analytics, Open Ad Stream, Facebook Insights and Instagram Insights.
  • Demonstrated and encouraged a positive teamwork attitude by supporting and respecting diverse group of team members, customers, vendors.
  • Developed organization-wide marketing strategies and campaigns to drive users volume
  • Managed paid media and advertising strategy from campaign creation to execution and results assessment; tracked and analyzed campaign metrics in real time and adjust to increase campaign's success.
  • Created and maintained operational budget for paid brand advertising.
  • Strategized and managed search engine marketing by identifying growth opportunities.
  • Drove brand development, maintenance and optimization while working closely with sales workforce to effectively align products with consumer demands.
09/2015 - 06/2017CPS InvestigatorState Of Texas - Health And Human Services Commiss | Houston, TX
  • Conducted hundreds of abuse and neglect investigations upon reports by law enforcement or anonymous reports.
  • Performed unannounced home visits interviewed children and made careful observations.
  • Investigated family placement options to ensure their safety.
  • Wrote reports and filed findings with the court system in dependency and neglect actions.
  • Helped parents access economic food utility treatment and parenting education resources.
  • Provided on-going services to children in substitute care to achieve specific needs.
  • Initiated appropriate legal action and testified in court to gain protection and permanent placement plans for children.
  • Documented case records by finishing forms, narratives and reports to develop a written record for each client.
  • Interviewed and examined children, assessed home environment and gathered pertinent information form other sources.
06/2010 - 07/2015Licensed Relationship BankerJPMorgan Chase Bank N.A | Houston, TX
  • Cross sold banking products and services by maintaining good customer relations and referring customers to appropriate banking departments.
  • Performed maintenance on accounts relating to a loan, checking, savings, CD and IRA accounts
  • Monitored and evaluated and presented solutions to any potential banking customer problem.
  • Developed a relationship with customers by selling consumer and small business products to new and existing customers using the gain process
  • Ensured all audit and security policies and procedures were followed in accordance with bank policy and federal regulations
  • Contacted clients periodically to determine any change in their financial status.
  • Answered clients' questions about the purpose and details of financial plans and strategies
  • Interacted with prospects by asking appropriate open-ended questions to better understand products and services required.
06/2009 - 06/2010Call Center Customer Service RepresentativeACS Services/Sprint Mobile | Houston, TX
  • Provided first level inbound telephone support for customers by troubleshooting, investigating and resolving questions and challenges they may be having with Sprint's products and services with an objective of resolving the issue in one phone call.
  • Worked extensively with the customer to resolve billing problems, account activation, technical issues, in addition to other general services issues in an effort to retain their services/relationship.
  • Responded to incoming requests for cancellation services and persuaded our customer to remain with Sprint
  • Generated and repeating sales by providing product and technical information
  • Established rapport with customer thus creating reoccurring business.
  • Provided empathetic, courteous, quality customer service in an accurate and timely manner in accordance with Sprint protocols.
  • Responsible for problem recognition, research, isolation, resolution and follow-up for the customer issues.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
Education and Training
2009Master of Science: Finance & Financial Information Systems
University of Greenwich | London UK
06/2020Certificate: Certified Scrum Master
Scrum Alliance
Activities and Hobbies
  • Public Speaking
  • Soccer
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Resume Overview

Companies Worked For:

  • Majority
  • State Of Texas - Health And Human Services Commiss
  • JPMorgan Chase Bank N.A
  • ACS Services/Sprint Mobile

School Attended

  • University of Greenwich
  • Scrum Alliance

Job Titles Held:

  • Brand Experience Manager
  • CPS Investigator
  • Licensed Relationship Banker
  • Call Center Customer Service Representative

Degrees

  • 2009 Master of Science : Finance & Financial Information Systems
    06/2020 Certificate : Certified Scrum Master

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