Customer Service Project Manager

Joshua Allen *** Bunting Road, St. Catharines, ON

905-***-**** - ******@****.***

ca.linkedin.com/in/xoshua

Digital Marketing Strategist - Project Manager - Customer Service -

Technology

SEO/SEM - Client Development - Account Management - Social Media

A highly talented and accomplished digital strategist focused upon the

development and execution of strategic online marketing plans which have

greatly increased revenue streams. Known for strengthening the sales and

marketing sectors to lead in competitive markets, maximizing SEO/SEM and

social media efforts while delivering innovative online

concepts/strategies. Possesses the ability to create original content to

support growth initiatives across all communication platforms. Strong

project manager with the capability to manage large tasks and exceed

expectations by delivering on time and under budget. Comfortable working

autonomously with minimum supervision in fast-paced, deadline-driven

environments as well as within a diverse team atmosphere. Detail-oriented

self-starter with excellent oral and written communication, analytical,

organizational and time management skills.

Core Competencies

Strategic Market Planning Website Development Risk Management

Multi-Tasking/Prioritization Market Research/Analysis Report Generation

Cross-Functional Collaboration Budget/Timeline Management Technical Expertise

Professional Experience

Geek Squad - St. Catharines, Ontario October 2014 - February 2015

IT Support

Connect and communicate with clients using our online portal

Recommend appropriate solutions based on the client's description of the

situation and Agent's diagnosis

Perform upgrades, repairs and applicable installations using online chat,

phone, and/or remote desktop software

Diagnose operating system problems, repair all issues and remove malware as

defined by scopes of work

Perform network setup and troubleshooting services

Use excellent verbal and written skills to understand client needs and

explain services

Recommend upgrades that are appropriate and applicable to the client's

needs or desire

Maintain a flexible schedule and work load

Display a high degree of professionalism, courtesy and client service

throughout all client interactions

SmartLink Solutions - St. Catharines, Ontario 2013 - Present

Owner/Operator

Conceptualized and launched an online business providing personalized

online marketing services to high-profile clients among numerous industries

Develop and implement strategic digital marketing campaigns including

website creation, SEO campaigns and implementation of other lead-generation

strategies for key clients resulting in record breaking increases in

traffic, revenues and overall web exposure

Exceed all client expectations - continuously deliver complex projects on

time and under budget, resulting in revenue increases by over 82%

Utilize the Internet to advertise brands and promotional events using SEO,

websites, articles and market research

Identify opportunities to exceed client expectations - email marketing

campaigns, social media, mobile web marketing, web and email design,

analytics and custom campaign solutions

Demonstrate the ability to work with project managers, lead developers and

designers, adhering to all project timelines and maintaining quality while

delivering the best results for clients

Offer online strategy consultation based on client analytics to create and

improve processes and systems to maximize campaign effectiveness

Elda's Store - St. Catharines, Ontario 2013 - Present

Digital Marketing Manager/Website Designer

Build a loyal brand following by actively engaging potential customers

daily through social network channels such as Facebook and Twitter,

newsletters and customizable reminders

Develop strategic digital marketing plans that increase revenues by 64%

Utilize brand identification to increase client retention and increase

revenues by $800/month in repeat business

Develop a detailed view of the niche market and utilize market analysis to

increase possible channels of penetration and increase potential revenues

Leverage viral marketing tools and channels such as YouTube, mobile

applications, celebrity marketing and cause marketing to generate buzz,

increase member loyalty and reduce marketing cost

Utilize the Internet as a medium to market the products and services with

low-cost strategies and techniques using services such as Google Adwords,

social networking sites and targeted content positioning

Alpine Access - St. Catharines, Ontario 2011 - 2013

Rogers Coach/QA Specialist

Prepare and produce detailed weekly, monthly and quarterly sales reports

listing sales figures and client records for the sales department to track

product success

Provide exceptional customer service by accurately describing applicable

product details and care to all customers while also quickly resolving all

client conflicts to prevent loss of key accounts

Fully assist in all areas of administrative tasks including data entry,

receptionist duties, file organization and research/development

Remain updated on rapidly evolving technology in order to introduce

appropriate technical processes into the office to improve productivity and

efficiency

Develop and implement key processes utilizing accounts receivable sub-

ledgers for accounting and customer attribute reporting

Create innovative PowerPoint presentations successfully used for business

development

The Beer Store - Fonthill, Ontario 2010 - 2011

Supervisor

Sustained an updated knowledge of all menu items, specials, liquor brands,

beers and non-alcoholic selections in order to increase sales opportunities

Accurately balanced the cash register at all times and confirmed the

precision of orders against requisitions to ensure top revenue and

profitability

Effectively operated and maintained all equipment and utensils in strict

accordance with all guidelines and safety procedures

Sitel - St. Catharines, Ontario 2009 - 2010

Customer Service Floor Support Specialist

Recognized for scoring in the top 10% of employees regarding successful

resolution of issues

Established and implemented strategic plans for driving sales goals and

achieving monthly quota figures

Proactively contacted all customers to follow up on purchases, suggest new

merchandise and inform them of all promotions and upcoming events

Developed and maintained strong, highly empathetic client relationships

while earning the reputation for consistently exceeding sales goals

Earned the highest marks for customer satisfaction company-wide

Provided excellent customer service by handling customer account inquiries

and providing accurate information to ensure resolution of product/service

complaints and complete customer satisfaction

Education

Niagara College, St. Catharines, Ontario: 2011

Diploma of Business Administration - Business Management

Training/Relevant Coursework: Professional Prospecting Skills, Selling

Skills & Techniques, Consultative Selling, International Finance,

Statistics, Microeconomics

Additional Credentials

Technical -Microsoft Office: Word, Excel, Power Point, Outlook

Skills -Windows, Linux

-HTML, CSS, Javascript, PHP

-SEO, Social media, Link building, Online Advertisement, Marketing

Strategies, Online reputation management, Content marketing, Web

design

-Web scraping, Business development, Account management, event

planning

Volunteerism Elda's Store Volunteer: 2010 - 2012

Yuma Hospital Volunteer: 2008 - 2009

Assistant Hockey & Lacrosse Coach, CYO: 2001 - 2005

References: Available Upon Request

Contact this candidate