I have studied and completed the Google Digital Marketing certificate and I'm looking for an opportunity to apply my knowledge and share my experience in the field of marketing to help a company grow. Over the course of the digital marketing certificate, I completed several projects related to the work and demands of current digital marketing practices. In my professional career, I gained experience in communicating value and educating customers on a variety of different products and services. I'm looking to be a part of a team that values creativity and the constructive use of analytics to achieve results.
Search Engine Marketing Email Marketing Content Creation
Data Analytics Writing Data Reports Search Engine Optimization
Customer Service Management Team, Telus Inc 2022
Resolved escalated issues by conducting thorough root-cause analyses and developing targeted action plans, collaborating with cross-functional teams, which enhanced client satisfaction scores by 15%, ultimately fostering stronger client relationships and driving repeat business.
Improved operational efficiency by identifying customer pain points and documenting detailed case notes, which led to a 30% reduction in issue resolution time, ultimately enhancing client satisfaction and strengthening the brand's reputation in the market.
Customer Service Agent, Altitude Sports Plein Air 2021
Offering courteous and efficient service through email, phone and chat to customers across North America; educating clients on the vast number of products and advising them based on their personal needs.
Enhanced customer engagement by managing up to 30 accounts daily and providing tailored product advice, which resulted in a 20% increase in brand loyalty and repeat purchases across North America.
Ensured timely delivery and customer satisfaction by conducting thorough shipping investigations and effectively communicating with stakeholders, which led to a 15% reduction in delivery-related complaints and strengthened client trust in our service reliability.
Customer Service Representative, XL Eventlabs, (USA) 2021
Improved company efficiency by handling 60 cases daily through effective communication and problem-solving, which resulted in a 85% increase in account resolution rates and significantly reduced the backlog of long-standing accounts.
Enhanced the customer experience by collaborating with event organizers to resolve on-site issues, which resulted in a 30% increase in user satisfaction ratings and improved event attendance.
Amplified the customer experience by collaborating with web developers to enhance the Landing Page and FAQ page’s SEO; managed social media accounts by updating posts and responding to inquiries on Facebook, Instagram and email.
RBC Royal Bank Insurance Agent, Gexel 2018
Increased yearly sales conversions by 15% by leveraging exceptional communication and active listening skills to align client needs with tailored insurance plans.
Supported the sales team in meeting targets by maintaining accurate client data and scheduling appointments, which resulted in a 20% increase in sales efficiency.
Philips Lifeline Personal Response Agent, Teleperformance 2017
Managed emergency inbound calls with empathy and professionalism by adhering to strict compliance protocols, which resulted in a 30% increase in client reassurance ratings and improved response times.
Achieved top 10% performance metrics by implementing effective case management and diligent follow-up, which resulted in a 25% increase in client satisfaction scores and significantly enhanced the service's reputation for reliability and care.
Concordia University, Montreal (Bachelor of Science)
Google Career Certificate in Digital Marketing and E-commerce, Coursera
Hubspot Academy, Social Media Marketing | SEO | Digital Advertising