Gena A. Edwards

Tempe, AZ

m: 480-***-****

advfn7@r.postjobfree.com

LinkedIn

Professional Summary

Vision-driven professional with expertise spanning WordPress development, technical support, SEO, and client relationship management success for leading organizations

A dynamic and motivated professional with the background and proven work ethic to guide and support WordPress development, on-time project delivery, issue resolution, and more. Dedicated leader who is known for delivering excellent service in fast-paced environments, with the skillset to install and edit WordPress themes and plugins, manage key projects, develop highly effective SEO content, and perform in-depth research. Out-of-the-box thinker who is comfortable working in teams or independently to ensure solutions consistently meet or exceed business goals. Strong knowledge of WordPress, Yoast SEO, Google Analytics, and more.

Core Competencies

●WordPress Development

●Theme & Template Editing

●Account Management

●SEO Marketing

●Plugin Installation

●Responsive Web Design

●Client Engagement

●Keyword Research

●Technical Support

Professional Experience

Massage Envy, Scottsdale, AZ, July 2021 to Present

LICENSED MASSAGE THERAPIST

●Build positive relationships with clients while delivering world-class customer service, resulting in a 96% rebook rate; identify and spearhead key opportunities to drive sales growth.

●Utilize deep tissue, trigger point, acupressure, Swedish, and pin and stretch modalities with the goal of relieving client stress and promoting relaxation.

●Demonstrate exceptional time management skills and the ability to adapt to quickly changing priorities.

●Foster and maintain collaborative working relationships with colleagues and leadership teams.

●Deliver a tailored client experience by determining and remembering preferences and needs.

●Ensure compliance with all internal and external policies, regulations, protocols, and best practices.

Endurance International Group (now Newfold Digital), Tempe, AZ, June 2016 to Oct 2021

WORDPRESS LIVE AGENT, Apr 2018 to Oct 2021

●Gained a deep understanding of client needs in order to support WordPress website development.

●Advised and supported clients in researching, installing, and editing themes, templates, and plugins.

● Worked with themes such as, Elementor, Divi, OceanWP and plugins such as Woocommerce, Yoast, and Updraft

●Demonstrated strong knowledge of responsive web design and online technical support.

●Achieved optimal Google search engine results by utilizing Yoast plugin for keywords and SEO.

●Enabled data-driven insights and decision-making for clients by assisting with Google Analytics setup and dashboard analysis and interpretation.

●Developed and implemented tailored WordPress and website development strategies.

●Drafted and prepared detailed reports and documentation for client leadership and teams.

●Promoted operational excellence by training, mentoring, and supporting new team members.

●Maintained up-to-date knowledge of current and emerging WordPress trends and features.

●Guided and led both small-scale and large-scale WordPress projects from conception to completion.

SERVER PROFESSIONAL, Apr 2017 to Apr 2018

●Guided clients with VPS and dedicated servers in navigating the cPanel, including troubleshooting VPS and dedicated servers through an SSH client, such as Bash; performed server cache clearing, Apache/Exim starting and stopping, and backup/file searches and deletions.

●Facilitated account malware scans, deactivated accounts as needed, and reactivated accounts upon removal of content breaching terms of service using sitelock

●Managed up to four accounts simultaneously; used chat system to deliver high-quality customer support.

●Translated technical concepts into simple language for non-technical clients and team members.

●Produced comprehensive strategies to ensure world-class service delivery to all assigned clients.

●Achieved and outperformed established quality standards and client expectations.

●Learned and applied new skills and technologies in a timely manner based on business needs.

●Navigated complex obstacles and client conversations with professionalism and expertise.

WEB ADVISOR, June 2016 to Apr 2018

●Leveraged strong interpersonal and communication skills to provide front-end technical support to customers, including assisting customers on shared hosting accounts with navigating cPanel, WordPress, Weebly, and Website Builder applications; utilized the chat system for customer support.

●Troubleshot and resolved email and 404 website errors for clients.

Therapeutic Retreat, Tempe, AZ, July 2014 to Jan 2016

LICENSED MASSAGE THERAPIST

●Offered clients a variety of massage and spa services to promote wellness, including chair massage, spa treatments, therapeutic massage, deep tissue massage, and reflexology.

GC Services, Mesa, AZ, July 2011 to July 2014

INBOUND COLLECTIONS AGENT

●Performed inbound soft collections activities for Sprint, including bringing delinquent accounts into current, paid-in-full status.

●Assisted customers with basic phone issues as needed such as inability to send or receive calls, GPS not working and WIFI access issues.

●Recommended new plans and products based on customer needs.

Previous Experience

PCC, Outbound Call Center, Mesa, Jan 2011 to June 2011 CUSTOMER SERVICE, SALES

Revana, Inbound Call Center, Mesa, Jan 2009 to Jan 2011 CUSTOMER SERVICE, HYUNDAI

Freelance Projects

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Education and Credentials

Aesthetics/Laser Program Graduate, 2013

Southwest Institute of Natural Aesthetics, Tempe, AZ, USA

Massage Therapy Program Graduate, 2010

Apollo College, Mesa, AZ, USA

Additional Credentials

WordPress Developer Course, Udemy, In Progress

Aesthetics License, Arizona State Board of Cosmetology

Massage License, State of Arizona Massage Therapy Board

CPR & AED Certified, American Heart Association

Laser Certification, Arizona Regulatory Agency

Awards and Honors

Additional Information

Languages: English

Technical Proficiencies: WordPress, SEO, Yoast, Google Analytics

Interests: Photography, literature, tennis (recreational)

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