Customer Service Digital Marketing
Resume:
Objective
Experienced professional with a diverse background in education, customer service, administration, and marketing. My career began in teaching, where I developed innovative lesson plans and fostered inclusive learning environments. Transitioning into customer service and administrative roles, I honed skills in effective communication, problem-solving, and strategic planning.
Recently, I earned a B.S. in Marketing from Colorado State University-Global Campus, equipping me with a deep understanding of consumer behavior, product and brand management, strategic marketing, digital marketing, market research, and more.
Hence, I leverage psychological, social, and cultural factors to drive purchasing decisions and segment customers based on behavior, psychographics, demographics, and more, effectively utilizing digital media to influence consumer behavior. My grasp of marketing principles empowers me to excel in product and brand management, encompassing brand positioning, product life cycle management, and brand equity building. Likewise, I am equipped to perform market segmentation, SWOT analysis, and competitive positioning. My proficiency in digital marketing spans SEO, SEM, social media strategies, content marketing, email campaigns, and analytics. Moreover, I excel in designing and analyzing qualitative and quantitative research for actionable consumer insights and market trend predictions.
This summary encapsulates some of my extensive experience and the comprehensive marketing skills I have acquired, showcasing the promise and value I intend to bring to prospective employers.
EXPERIENCE
CUSTOMER SERVICE REPRESENTATIVE
Concentrix -Retail & E-commerce, Fort Lauderdale, Florida / Jun. 2022 - Apr. 2024
Facilitated seamless customer interactions, ensuring accurate processing of orders, returns, and exchanges with efficiency.
Provided exemplary customer service by resolving payment issues, managing exchanges, and addressing customer concerns promptly.
Utilized company database proficiently to retrieve information and assist customers effectively.
Exceeded sales metrics through strategic customer engagement, including upselling and cross-selling.
Managed escalated issues by promptly addressing concerns and directing them to the relevant department.
Stayed informed about product details, promotions, and policies for accurate customer assistance.
Collaborated with team members and other departments to improve customer service processes and resolve complex issues.
TRAVEL AGENT
Allied Global - Reservation Counter, Tegucigalpa, Honduras / Oct. 2018 – Feb. 2021
Facilitated hotel reservations for guests, ensuring a seamless booking process for their desired rooms.
Presented a comprehensive overview of hotel amenities and in-room features, demonstrating a thorough understanding of the accommodations.
Employed effective communication skills, utilizing open-ended questions to discern guests' needs and recommend the most suitable room and hotel options.
Managed inbound leads through telephone inquiries and secured bookings for hotel rooms on a salary-plus-commission basis.
Processed payments and promptly delivered itinerary details through phone and email channels.
Conducted thorough reviews of reservations with guests, covering key details such as hotel name, location, check-in and check-out dates, room type, and cancellation policies before finalizing payments.
Provided constructive feedback to fellow agents, contributing to their professional development by actively participating in call monitoring and coaching sessions.
Achieved a consistent record of closing an average of 200+ rooms biweekly, showcasing sales and customer service proficiency.
6th GRADE HOMEROOM TEACHER
England School, Tegucigalpa, Honduras / Aug. 2016 – Sept. 2018
Developed comprehensive lesson plans, aligning with curriculum standards and tailored to meet the individual learning needs of students.
Implemented a variety of teaching methods and pedagogical styles, including project-based learning, cooperative learning, and technology integration, to engage students actively.
Utilized formative and summative assessments, such as quizzes, tests, and student portfolios, to monitor student learning and inform instruction.
Tailored teaching methods and instructional materials to accommodate diverse learning needs, including special interest learners, fostering an inclusive learning environment.
Implemented effective classroom management techniques to address disciplinary issues promptly and maintain a safe and respectful learning environment.
Maintained detailed records of student attendance, performance, and behavior, ensuring adherence to school policies and procedures.
Maintained regular communication with parents and guardians to update them on student progress and address any concerns or questions
ASSISTANT ADMINISTRATOR
PG Hyde and Associates, Guanaja, Honduras / Jan. 2015 – Jun. 2016
Oversight of the meticulous seafood processing, ensuring adherence to quality standards and regulatory requirements.
Skillfully negotiated prices for substantial quantities of seafood products, demonstrating effective cost management strategies.
Executed precise calculations and preparation of financial documents, including bills, invoices, account statements, and other pertinent financial statements, in accordance with established procedures.
Diligently managed billing processes and coordinated timely payments, contributing to efficient financial operations.
Maintained accurate accounts books for the vessel, demonstrating meticulous attention to detail in financial record-keeping.
Generated and managed purchase orders and expense reports for the vessel, optimizing procurement processes.
Processed payroll checks for employees, ensuring accuracy and compliance with established payroll procedures.
Implemented and maintained organized filing, inventory, mailing, and database systems, leveraging both manual and computer-based methodologies for optimal efficiency.
7TH GRADE HOMEROOM TEACHER
La Ceiba Adventist Bilingual School, La Ceiba, Honduras / Feb. 2014 – Nov. 2014
Established precise learning objectives aligning with district standards, ensuring a focused educational approach.
Crafted innovative lesson plans, incorporating diverse strategies to cater to all types of learners effectively.
Developed instructional resources to enhance classroom engagement and learning outcomes.
Formulated, administered, and meticulously graded homework, quizzes, and tests to assess students' academic progress.
Cultivated strong parent-teacher relationships through weekly reports, providing comprehensive updates on students' progress, areas requiring reinforcement, and upcoming events.
Cultivated a conducive classroom environment by designing and enforcing rules and procedures, fostering an optimal learning atmosphere.
Collaborated seamlessly with fellow teachers and administrators, actively contributing to developing, evaluating, and refining middle school programs to enhance overall educational effectiveness.
REFERENCES
Kayleen Hyde, Controller, Bradford Marine
407-***-**** – *******.****@********-******.***
Michael Delgado, Pharmacy Technician, CVS
754-***-**** – ***********@*****.***
Thomas Piercy, Network Engineer, BMK Media
561-***-**** – *******@*****.***
Carolyn Torres, Sales Supervisor, Reservation Counter
011-504-9623-6745 – *********@*******.***
*****.**@*****.***
3020 NE 16th Ave, Oakland Park, Fl 3334
EDUCATION
COLORADO STATE UNIVERSITY – GLOBAL CAMPUS
GPA: 3.99
Aurora, CO
Bachelor of Science (B.S.) Marketing (Oct 2022- June 2024)
SOUTHERN ADVENTIST UNIVERSITY (INCOMPLETED)
GPA: 3.4
Collegedale, TN
Bachelor of Arts (B.A.)
Religious Education (Aug 2009-Dec 2012)
INSTITUTO MIXTO ADVENTISTA
GPA: 3.7
Guanaja, Bay Islands, HN
High School Diploma (Nov 2007)
ADDITIONAL SKILLS
QuickBooks: Data entry, Account Reconciliation, Invoicing. Payroll.
Computer and Microsoft Office
Sales
Negotiation
Upselling
Product Knowledge
Customer Service
Bookkeeping
Communication Skills
Problem-Solving Skills
Adaptable and Flexible
Motivated
Attention to Detail
Time Management
LANGUAGES
English: Fluent
Spanish: Fluent
.
HEATHER HYDE THOMPSON
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