Customer Service Manager

De'Adra Walker

Content Marketing Manager - GlobalFit

Haddonfield, NJ

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

Over 9 years of experience in marketing, administrative, analytic, and detail-driven roles in corporate settings and specializing in reinforcing client and customer relationships through effective and articulate communication, efficient organization, agile project management, strategic marketing planning, and creative problem solving. B2B and B2C marketing communications, Microsoft Office Suite, Mac and PC operating systems, Google Analytics, Google Adwords/Partners, Tessitura, basic HTML, SEO, Hootsuite, HubSpot, and WordPress experience. Working knowledge of top social media platforms. Goal-oriented, meticulous, resourceful, well-spoken, and passionate.

WORK EXPERIENCE

Content Marketing Manager

GlobalFit - Philadelphia, PA - 2014 to Present

• Planned and managed engagement campaigns and initiatives.

• Oversaw the production of the monthly consumer newsletter and company blogs.

• Prepared and implemented editorial and content marketing strategies and maintained corresponding editorial calendars.

• Proofed and produced B2B and B2C communication and site content for grammar, quality, style, and context.

• Managed the freelance writing team and internal content producers.

• Created and maintained editorial style guide.

• Maintained the library of curated content, curating and producing new content as needed. Marketing Coordinator

GlobalFit - Philadelphia, PA - 2013 to 2014

Created and edited marketing collateral that supported the sales team with various scripts, sell sheets, and assets.

• Developed content and monthly articles for a client-facing newsletter as well as created annual editorial calendars for the year's publication.

• Strengthened online social media presence by effectively driving brand awareness and engagement and increased Facebook followers by 1000 in 7 months.

• Collaborated and strategized with the marketing director and the marketing manager to create promotional drip campaigns.

Member Services Representative

GlobalFit - Philadelphia, PA - 2012 to 2013

• Managed a database of current customer information and accounts.

• Resolved customer issues by clarifying account information and policies through regular email and phone communication and actively advocated for customer-centered results through collaboration across departments.

• Monitored and reported phone and web sales conversion rates and service levels to show opportunities for increased success.

• Worked with management regarding ways to revise practices and procedures for efficiency. Parton Services Associate

Ticket Philadelphia, Kimmel Center - Philadelphia, PA - 2011 to 2012

• Strengthened customer relationships by addressing queries and offering up-to-date information on programs and events through phone and email correspondence.

• Accurately processed new orders, exchanges, refunds, subscription packages, and general account updates in a timely fashion with little to no supervision.

• Managed a customer service log detailing problems, comments, and special circumstances.

• Consistently received high quality scores during regular monthly evaluations. Composition and Assessment Coordinator

Composition - King of Prussia, PA - 2008 to 2011

• Created and edited white page listings using contact data.

• Thoroughly researched and analyzed trends when setting directory specifications.

• Developed, maintained, and wrote job and communication aides for departmental use.

• Served as a team lead/administrator and facilitator.

• Maintained and completed various assignments, projects, and newsletter articles while under a strict schedule and hard deadlines.

Assistant Editor

Lake Effect Literary Magazine - Erie, PA - 2004 to 2006 Represented the publication at the Association of Writers and Writing Programs conference in Austin, Texas.

• Selected and proofread submissions (poetry and creative nonfiction pieces) for publication.

• Mailed and managed correspondence between writers and editors regarding submissions and acceptance.

• Upheld a database of contact information for all contributing writers. EDUCATION

B.A. in English

The Pennsylvania State University

2007

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