Customer Service Manager

Charity Ravn

***********@*****.***

678-***-**** (H)

801-***-**** (C)

OBJECTIVE

To obtain a career where I can maximize my management and paid search experience, for client facing goals and

success.

SUMMARY OF QUALIFICATIONS

I am a web marketing professional and paid search consultant, specializing in search engine optimization, and

social media strategy. With over 10 years’ experience in writing for the Internet, I will deliver your company’s

message to its target audience clearly and concisely. Certified Google Professionals consultant and active

Omniture SearchCenter certified implementation consultant, I have a successful record of accomplishments in

the paid search, account management, and technology customer service industries. Experienced Tier 1 Engines,

Tier 2 Engines, with focus on quick wins for client success.

Major strengths include vast paid search experience, excellent communication skills, and a strong team player.

Account management skills including contract, sales, relationship management, key business requirements and

goal optimization. Thorough knowledge of current SEM/SEO best practices, and a clear vision to accomplish

client, company, and team goals.

WORK HISTORY

SEM Consultant, Omniture an Adobe Company, Atlanta, GA: 2007 - Present

This title encompasses the many hats required for and Paid Search Professional. Account management, hands on

campaign construction and analysis, relationship manager, and professional implementation of the SearchCenter

tool.

• Created, managed and optimized PPC campaigns in support of client’s key business requirements.

• Thorough analysis of profitability of campaigns, landing page quality, downstream lead traffic quality,

and conversion resulted in clients seeing 20 – 40% lift in first 30 days.

• Internal search expert to ensure best practices are shared and leveraged by all team members. Assisted

Sales Executives in understanding industry better, to assist client’s former pain points.

• Analyze and translate quantitative and qualitative data from web analytics tool into actionable SEM

plans.

• Utilize research and develop SEM best practices to identify new market opportunities and maximize

program profits with improved paid campaign performance and organic rankings.

• Thorough research and analysis of key metrics to help identify new projects and restricting of campaigns

to expand visibility in search engines.

• SearchCenter Beta Tester for all releases since 2008.

e-Commerce Marketing Manager, Market-Works, Atlanta, GA: 2004 - 2007

e-Commerce solution provider, whose product suites ranged from eBay-sales managers to full-fledged custom

web stores. Primary responsibilities targeted technical customer service, customer relationship management, and

solution delivery for custom store fronts. Working knowledge of most CSEs (comparison shopping engines).

eBay Certified Consultant certification earned and active.

• Troubleshoot technical problems and find resolution in timely manner.

• Assist with creation and maintenance of project-related documents, check lists, procedures and analytic

tools.

• Interact with Management and Sales Teams during implementation and optimization to keep engagement

on track and within expected deliverables. Communicating any needs, or build out solutions.

• Identified issues as they emerged, determine appropriate course of action for resolution and follow-

through to make sure the problem is resolved to the client’s satisfaction in a timely manner.

• Interact with development team during data release and bug reporting.

Account Manager, DCAEV, Orlando, FL: 2000 – 2004

• Assist with creation and maintenance of project-related documents, check lists, procedures and analytic

tools.

• Created protocols and process for CRM tracking and client facing service goals.

• Identified issues as they emerged, determine appropriate course of action for resolution and follow-

through to make sure the problem is resolved to the client’s satisfaction in a timely manner.

• Identify billing issues and correct on behalf of client.

• Resource and place ads in new marketing solutions.

• Phone resource for call in concerns and questions regarding accounts.

• Trained new customer service account associates on CRM tool and structure of company, process of

ticket submission and timelines.

EDUCATION

• Associates in Art, Graphic Design, FMU, Orlando, FL

• Bachelors of Science, Forensics, University of Arizona, Tucson, AZ

• Associates Dental Assisting, DentalNet Inc, Tucson, AZ

• Dental Forsensic Odontology, Pima Medical Inst, Tucson, AZ

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