Digital Marketing Manager

• Jan 2021 - Present

Senior Product Manager

• Feb 2014 - Jun 2020

• Tasked with opening international offices in Chennai, India and Cebu Philippines, including procuring offices, interviewing hiring 300+ team members, rolling out Salesforce CRM and department procedures and protocols.• Earned a reputation for developing exceptional product communication strategies, including creating documentation on our builder platform and video tutorials for external and internal training use. • Surpassed customer service scores and ratings by creating platform training tools for clients while providing account managers with the training, videos, and resources to offer continuing support for clients.• Exceeded monthly live sale quotas by XXX% by assisting national and international account managers with hitting their daily, weekly, monthly live site quotas. • Streamlined the training process through online tutorials while training and managing 100 new hires within six months to use the website platform, Salesforce, JIRA, service phone calls, and email responses.• Chosen to collaborate cross-functionally with the COO and department managers to create and roll out daily protocols and procedures and ensure all account managers understand daily tasks.• Achieved 100% client website launch compliance each month for six consecutive months.• Boosted client retention goals by XXX% by supporting clients via phone, email and chat in design, SEO, website marketing, daily site revisions, and yearly redesigns.• Commended for improving the client’s product experience by collaborating with marketing and development regarding design colors and graphics for the UX interface and user experience to release a client-facing mobile app called Mopro Direct Connect. • Collaborated with the CEO to rebrand and repackage our service as ReviewRev and roll out the ReviewRev Reseller program, including creating all documentation and knowledgebase articles. Show less

QC Manager

• Sep 2016 - Jan 2017

Review all websites going live for styling, text content, image changes. Confirm all websites comply to Mopro Website Design standards. Conduct training on our proprietary website builder platform to our 2 offices Irvine, CA and Chennai, India. Conduct weekly webinars with our Chennai office to help manage and maintain 100% compliance. Conduct internal department audits on process and protocols.

Quality Control & Nascar Campaign Manager

• Sep 2015 - Aug 2016

Manage & assign daily sales to Account Managers. Nascar campaign allowed clients to have a complete website build withing 24 hours to go fully live online withing 3-5 business days. 100% website launch compliance each month for 6 consecutive months. Review each website before it officially goes live for styling, text content, image changes. Website must past a QC checklist must complain with Mopro website design standards.

Live Support Manager

• Jun 2015 - Aug 2015

Manage the Live Support team of 5 supporting over 3000 clients. Ability to maintain a 90% client satisfaction rating. Train new hires on our Live Support protocols and proprietary website builder platform. Assist clients with real time website revisions via phone, email, chat, in person. HTML/CSS custom coding, photo and video editing.

Live Support

• Jul 2014 - May 2015

Assist clients with real time website revisions via phone, email, chat, in person. HTML/CSS custom coding, photo and video editing.

Account Pro

• Jan 2014 - Jun 2014

Primary points of contact for Mopro's small business customers.

Customer Account Manager

• Jan 2013 - Dec 2013

Managed the lifecycles of 300+ unique customer accounts per quarter, including conducting bill analysis, providing alternative options for the current network, and generating and processing order paperwork. • Oversaw customer service operations, including 10 CRM Tickets daily, including live customer contact with documentation, and responded to Triggers (CSR, Non-Renewal Request, Disco) and Field Days - Customer Premise Visits (Account Review). • Listened to the customer and analyzed the problem to offer a prompt resolution to ensure loyalty and business, including renewals, reconfigurations, and downgrades. • Achieved XX% of account reconciliations through final collection assistance calls. • Boosted team member retention by conducting training, coaching and leading by example for new co-workers to improve and maintain the team's performance. • Exceeded customer service ratings by facilitating training on provider portals for customers and managing and coordinating installations with customers and providers. Show less

Channel Manager

• Jul 2010 - Jul 2011

Administered partner support activities within a given territory by recruiting qualified system integrators, manufacturers, manufacturing reps, internet providers, and software companies. • Managed partners daily to make sure they have all the necessary tools while providing training to agency staff to introduce products and services. • Assisted in the selling efforts of Cbeyond services, including general development of the Agent and Reseller Sales Channel and working with customer service and operations to ensure customer satisfaction. • Completed and present all reports and presentations and worked with the back office to ensure customer paperwork is complete and accurate. Show less

Partner Support Manager

• Jun 2006 - Jul 2010

• Collaborated with over 1000 agents nationwide in the telecom industry while managing four partner support reps. • Processed RFP/RFQ, submitted orders, trained agents, and managed the LEC department. • Attended provider training courses and bring in new agent recruits. • Conducted training for agents on the internal system and providers systems. • Collaborated with over 1000 agents nationwide in the telecom industry while managing four partner support reps. • Processed RFP/RFQ, submitted orders, trained agents, and managed the LEC department. • Attended provider training courses and bring in new agent recruits. • Conducted training for agents on the internal system and providers systems.