Administrative Assistant Customer Support

Jessica Pagni

775-***-**** • *********@*****.*** • www.linkedin.com/in/jessica-pagni

DIGITAL MARKETING SPECIALIST

I’m a reliable, energetic, and results-driven marketer with two years of experience managing and creating engaging marketing campaigns across multiple channels from email to social media to increase conversion, click-through rates, and brand awareness. Skills: Marketing Campaign Development, Digital Marketing, Social Media, SMS and Email Marketing, A/B Testing, and SEO. I am also proficient in Klaviyo, Shopify, Recharge, Stripe, Braintree, Zendesk, ChurnBuster, Microsoft Office Suite, WordPress, Adobe Lightroom, Canva, Slack, ClickUp, EOS, and up-to-date with CAN-SPAM and ARL laws.

WORK EXPERIENCE

Freelance Digital Marketing Specialist - Remote Jan 2023 to Current

● Conceptualizing, implementing and automating social media, email and SMS omnichannel marketing strategies for startups and small businesses

● Auditing, creating, and executing email and SMS campaigns and flows for numerous clients

● Consulting, troubleshooting and maintaining Klaviyo-related capabilities and topics Marketing Assistant Oct 2022 to Feb 2023

WILDLIFE TREE - Remote

● Coordinated and implemented marketing communication projects across social media, email, SMS, advertising, and brand promotion

● Increased social following up to 390%, boosting engagement and increasing brand awareness

● Increased active subscriptions by 76% over 3 months

● Increased email open rate to 64%

● Added over $25k in revenue over 3 months attributed solely to email and SMS marketing

● Audited and rebuilt SMS and email flows and campaign schedules to optimize for increased conversion and brand awareness

● Coordinated with content creators, copywriters, influencer agencies, and company management to ensure an efficient, cohesive, and productive workflow for all projects LILY BIRD INC. - Reno, NV

Over the two and a half years I worked at Lily Bird, I was promoted multiple times, adopting increasing amounts of responsibility as an unofficial team leader. I helped to set the tone and culture for our team by cultivating team bonding activities and events such as monthly spirit days and weekly luncheons, rallying our virtual and distributed team which led to a cohesive and communicative company. Fulfillment Specialist Feb 2020 to Jul 2020

● Ensured customer satisfaction with timely and accurate order fulfillment up to 50 orders per day

● Researched and resolved shipment delays affecting the customer's experience Customer Support & Marketing Specialist Jul 2020 to Sept 2022

● Built 3 target customer personas by creating customer surveys, synthesizing data, and conducting customer interviews. Personas helped drive alignment around Lily Bird's target customers and value proposition

● Assisted the co-founder in creating marketing schedules and campaigns across various channels reaching thousands of consumers monthly throughout the United States

● Increased conversion, open, and click-through rates by creating, executing, and scheduling weekly email marketing campaigns received by over 3000 customers, with monthly evaluations for increased future performance

● Increased retention and conversion by building and optimizing email nurture flows

● Proposed an SMS marketing program and strategy to the founder and successfully implemented this program, resulting in increased conversion and engagement

● Targeted each stage of the customer journey by developing email flows that guided customers through the purchase funnel

● Increased customer engagement, conversion, and brand awareness by developing creative and copy for 4x weekly organic Facebook and Instagram posts, including static images, GIFs, and video content

● Optimized 3 monthly blog articles for SEO and published them using WordPress

● Designed and managed scheduling for our monthly print newsletters included in thousands of orders

● Increased revenue per order by contacting customers directly about their experience with our products, syncing mis-scheduled shipments, adding additional items, and working to decrease shipping costs

● Created a phenomenal customer experience by promptly and thoughtfully helping customers via phone, email, and text. We received rave reviews from customers daily. 94% of our customers said they would be dissatisfied if they needed to purchase elsewhere Marketing & Administrative Assistant Mar 2019 to Feb 2020 PAGNI MAINTENANCE AND REPAIR - Reno, NV

● Increased profit margins by creating an organizational system for preparing and reconciling invoices, accepting virtual payment methods, and filing customer records

● Increased brand awareness and drove conversion by creating Google and Facebook pages resulting in daily leads

● Evaluated in-field maintenance requests to ensure client satisfaction and project completion PROFESSIONAL CERTIFICATIONS

Klaviyo Product Certified by Klaviyo - March 2023

EDUCATION

Nursing Assisting Certificate at Truckee Meadows Community College - 2016 High School Diploma at Damonte Ranch High School - 2011

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