LiveCareer-Resume

marketing assistant resume example with 4+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Versatile SR. Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.

Skills
  • Professional Skills
  • Multi-tasking Leadership, Documentation review
  • Microsoft Office
  • Service, Computer literacy

  • Problem-Solving
  • Mentoring and Coaching
  • Critical Thinking
  • Team Building
  • Communication
  • Training
  • Team Leadership
  • Customer Relationship Management
  • Computer Literacy
  • Data Entry
  • Project Management
Experience
04/2022 to Current
Marketing Assistant Power Promotions Cleveland, OH,
  • Collaborated with marketing team on new ideas and directions to support events and customer communication projects
  • Updated web pages and social media profiles to reflect proactive strategies and engage customers
  • Coordinated activities to manage and optimize demand generation and minimize forecast variability
  • Proofread and finalized marketing communications and documentation prior to release
  • Assisted with copywriting, artwork and web workflow to facilitate print and digital marketing communications
  • Sourced marketing data from existing sources, keeping costs down and diversifying streams for maximum usefulness
  • Compiled targeted or exhaustive marketing data based on needs of specific research projects
  • Identified potential markets and market segments with desired customers and gaps for optimum product demand
  • Created proposals for service and product strategies based on marketing data
  • Assisted in organizing promotional events and tradeshows.
01/2021 to Current
SR. Customer Success Manager Paypal Arkansas, KY,
  • Install, maintain and configure Windows Applications
  • Detect, Diagnose and troubleshoot server server malfunctions.
  • Managed 24 enterprise customer support team members and leveraged data analytics to identify areas of improvement and accountability
  • Manage customer retention and renewals, and carefully manage customer attrition risk
  • Create client-facing deliverables and work products, including Program Review and training documentation, following established standards where available and appropriate
  • Occasionally present product knowledge or domain expertise via speaking, training, or sales environments including customer conferences, trade shows, conventions, or public speaking engagements
  • Met with customers to discuss best practices and drive outcomes
  • Collaborated with cross-functional teams to establish customer success programs
  • Defined and implemented staff compensation and incentive programs, motivating team to achieve targets
  • Supervised success team, operations and resources to deliver profitable growth
  • Track billable and non-billable time and expenses
  • Analyzed business performance data and forecasted business results for upper management
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement
  • Demonstrated advanced product knowledge to solve customer issues
  • Used remote login tools to assist clients with technical and product questions.
04/2018 to 08/2020
Help Desk Support Specialist Farmers Findlay, OH,
  • Created new accounts, reset passwords and configured access to servers and file management software for users
  • Maintained records, logs and lifecycle documentation of work requests
  • Identified opportunities to upsell technical products and services, boosting revenues to existing accounts
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
  • Developed training materials and procedures or trained users in proper use of hardware or software
  • Answered user inquiries to resolve computer software or hardware operation problems
  • Supervised and directed workers engaged in installation of data communication equipment and software
  • Used video conferencing solutions to communicate and train personnel in remote offices
  • Supported customers with online billing, access and account issues
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking
  • Worked with internal teams to deliver accurate information to customers and service accounts
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools
  • Performed data import, scanning or manual keying processes to verify invoice accuracy
  • Answered customer invoice questions and resolved issues discovered during invoicing and collection process
  • Executed account updates and noted account information in company data systems
  • Prepared and posted weekly payments to vendors and suppliers
  • Delegated work to staff, setting priorities and goals.
01/2019 to 02/2020
Director of Customer Success Front App Chicago, IL,
  • Directed 14 enterprise customer support team members and leveraged data analytics to identify areas of improvement and accountability.
  • Support users, help desk personnel and other administrators.
  • Oversaw business production processes and reported results to management
  • Decided on final CRM structure and architecture to capture crucial sales funnel information
  • Developed new products, services and promotions based on customer preferences
  • Reviewed customer surveys and evaluations and made necessary adjustments to improve satisfaction
  • Directed and coordinated products, services and sales activities
  • Monitored phone calls to provide feedback and coaching
  • Reviewed accounts for payments received or approved credit arrangements
  • Led team engagement to assist cross-functional departments and achieve goals
  • Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations
  • Supported customers with online billing, access and account issues
  • Assisted customers with various types of technical issues via email, live chat and telephone
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
Education and Training
Expected in 06/2023
Information Technology Certification :
Google - Texas,
GPA:
Expected in 01/2023
Google Cloud Foundations:
LikedIn Learning - Remote,
GPA:
Expected in 01/2023
Customer Success Management Fundamentals :
LinkedIn Learning - Remote,
GPA:
Expected in 01/2023
Empathy For Customer Service Professionals:
LinkedIn Learning - Remote,
GPA:
Expected in 01/2023
Customer Service: Problem Solving & Troubleshoot :
LinkedIn Learning - Remote,
GPA:
Expected in 12/2022
Technical Support Fundamentals:
Google - Texas,
GPA:
Expected in 06/2016
High School Diploma:
Deer Park High School - Deer Park, TX
GPA:
  • 4.0 GPA

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Resume Overview

School Attended

  • Google
  • LikedIn Learning
  • LinkedIn Learning
  • LinkedIn Learning
  • LinkedIn Learning
  • Google
  • Deer Park High School

Job Titles Held:

  • Marketing Assistant
  • SR. Customer Success Manager
  • Help Desk Support Specialist
  • Director of Customer Success

Degrees

  • Information Technology Certification
  • Google Cloud Foundations
  • Customer Success Management Fundamentals
  • Empathy For Customer Service Professionals
  • Customer Service: Problem Solving & Troubleshoot
  • Technical Support Fundamentals
  • High School Diploma

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