Social Media Strategist

• Jun 2023 - Present

• Oversee the management of social media accounts for California destinations and CPG brands. • Develop monthly content calendars and employ highly effective organic strategies to drive growth and optimize engagement, all while upholding brand identity and consistency across various social platforms. • Deliver comprehensive monthly reports to highlight overall social performance and give pertinent insights to stakeholders. • Conduct extensive research to identify trending social media content and perform competitive analyses for clients. • Leverage post-boosting strategies to amplify brand visibility, expand reach, and elevate engagement levels. Show less

Social Media Manager

• Jun 2023 - Present

Social Media Specialist

• May 2022 - Jun 2023

• Monitor General Motors’ social media accounts for Chevrolet (1+ million followers), Cadillac (750k+ followers), Buick (300k+ followers), and GMC (1+ million followers) on Facebook, Twitter, Instagram, and automotive enthusiast forums, to identify opportunities to engage with customers and achieve brand consistency. • Moderate posts and content on the Cadillac feed/queue to determine what is irrelevant, what should be engaged with, and what should be sent to other teams. • Proactively identify marketing leads for General Motors and educate in-market customers on product functionality and services. • Implement internal procedures and systems to streamline operations and improve team efficiency, resulting in a 10-15% reduction in operational redundancy on a monthly basis. Show less

Senior COE Specialist I

• Feb 2022 - Apr 2022

• Resolved a high volume of driver contacts through various support modalities, including calls, email, chat, and messaging. • Investigated driver case details by utilizing Salesforce to determine the root cause of escalation issues to provide satisfactory solutions. • Learned and mastered multiple applications and resources, including contact management systems and knowledge bases. • Analyze program metrics and data to provide detailed reports to senior management and make recommendations for improvement Show less

Client Support Specialist

• Jun 2021 - Feb 2022

• Provided exceptional customer service to over 300 customers weekly, achieving a 98% customer satisfaction rate. • Utilized problem-solving and conflict-resolution skills to resolve customer disputes, resulting in a 20% increase in customer retention. • Created reports to track and assist the company's bill-to-clients, techs, and inter-state dispatch teams. • Provided exceptional customer service to over 300 customers weekly, achieving a 98% customer satisfaction rate. • Utilized problem-solving and conflict-resolution skills to resolve customer disputes, resulting in a 20% increase in customer retention. • Created reports to track and assist the company's bill-to-clients, techs, and inter-state dispatch teams.

Social Media Coordinator

• Apr 2018 - Sep 2021

• Run the company’s Twitter and Instagram accounts with a combined following of over 250,000, manage, edit and share engaging content daily on social media platforms to drive community engagement and increase social media following. • Developing social media calendars for campaign execution. • Collaborate with other teams such as graphic design and IT to ensure brand consistency. • Strategize, create and launch social media campaigns (such as e-mail and influencer marketing, sponsored posts and ads) for clients. • Increasing the degree to which social media is utilized for customer service. Show less

Customer Service Specialist

• Mar 2014 - Jun 2015

• Acted as the first point of contact for new and existing customer accounts on daily operational matters. • Represented the local team as a subject matter expert on HP products such as laptops, desktops, and printers. • Assisted in the training of new employees. • Created financial reports of weekly sales. • Acted as the first point of contact for new and existing customer accounts on daily operational matters. • Represented the local team as a subject matter expert on HP products such as laptops, desktops, and printers. • Assisted in the training of new employees. • Created financial reports of weekly sales.