Customer Service Project Manager

Austin Lund

**** ***** ***, ***** *****, VA *****

801-***-**** · ***********@*****.***

Summary: Internet marketing professional seeking a digital marketing position, preferably PPC related. Seven years of agency experience. High attention to detail and effective in producing results. Google Analytics and Google Ads Search certified.

EXPERIENCE

State Farm Wichita, KS/Charlottesville, VA

Licensed Sales Producer October 2022-April 2023

Reached out to prospects, went through agency’s established sales process, quoted auto, fire, & life products

Passed the final skills check in Charlottesville office as a licensed sales producer

Provided excellent customer service to call-ins: billing, claims, endorsements, resolving account issues

Wrote $30,000 in premium my first full month

P&C and Life & Health licensed

Allstate Wichita, KS

Licensed Customer Service Representative November 2019-August 2022

Provided excellent customer service to walk-ins and call-ins: billing, claims, endorsements, account issues

Wrote business for existing customers

Scheduled insurance reviews with agent

Took care of bank deposits, all incoming mail, office cleaning, remittance reports, office voicemail

Over three years of Allstate experience. Detailed knowledge of Allstate systems, rules and rates, policy jackets, etc.

P&C and Life & Health licensed

Whitespark Edmonton, Canada (Remote)

Local Search Project Manager August 2018-Oct 2019

Developed and implemented an organic link building outreach campaign for 29 Radisson Hotel properties

Met regularly with CEO and Director of Custom Projects to report, assess, and make changes to link building campaign

Analyzed, vetted, and added generic, local-specific, and niche citation sites to Whitespark citations database

Offered expert advice, opinions, help, and criticism to internal processes for link building and citation work

Assisted with various ad hoc projects, many of which involved the use of Excel and Google Sheets

Published Helpful Support Numbers to Call on the Top U.S. Citation Sites on the Whitespark blog

Allstate Sandy, UT; Manassas, VA

Licensed Property and Casualty Sales Producer December 2017-June 2018

Prepared quotes for new prospects for Auto, Home, Renters, Condo, etc., and was persistent in leading them through the sales process

Followed our agency’s follow-up process by calling, emailing, and texting prospects multiple times throughout the month and year

Wrote new business and continued to follow up with new customers on anything they needed to complete

Received P&C license within 50 days of employment, and successfully completed Allstate’s binding authority course

Top sales producer (26 items) in our agency (out of 10 sales producers) in March 2018 after completing Allstate’s binding authority course

Highest bundle ratio in region

Provided excellent customer service to existing customers—assisted in payments, changing coverages, adding/replacing new vehicles, claims, billing, etc.

Big Leap Lehi, UT

Local SEO Specialist/Digital Marketing Specialist December 2015-November 2017

Responsible for completing and reporting monthly citation work for all clients on Small Business team at Big Leap

Trained new employees and members of all teams at Big Leap in Local SEO concepts and intricacies of GMB and citation work. Assisted in actual local SEO work on all teams when necessary

Utilized and very familiar with Moz Local, WhiteSpark, and BrightLocal tools—especially CitationBurst, CitationTracker, and WhiteSpark’s citation services (Audit/Cleanup and Building service)

Continually developed an in-depth knowledge of local SEO tactics

Trained regularly in organic SEO and PPC individually and as a team. Got Google Analytics & AdWSords certified

Experience with outreach, HARO, on-site auditing, link audits, on-page optimization, review campaigns

Published “Top 50 Citation Sites for Local SEO: The Ultimate Step-by-Step Guide” on Big Leap blog

Published a guest blog post called “Why Every Business Needs to Build Citations” on BrightLocal blog

Received various awards at Big Leap for my work ethic

Leadgenix Provo, UT

Local Search Manager August 2014-December 2015

Managed all local SEO clients at Leadgenix and trained members of the local SEO team and SEO/PPC team

Manually created, updated, and optimized Google My Business listings and citation listings

Worked with clients on verifying listings by phone on data aggregators and other top tier citation sites

Discovered workarounds to bypass verifications on some of the top tier sites, including Bing, Foursquare, and YP

Managed all AdWords Express campaigns and managed a couple PPC campaigns

Trained by PPC manager in basic PPC tactics

Kept up to date with the local search industry news and updates

Leadgenix Provo, UT

SEO Engineer/Local Listings Specialist May 2012-August 2014

Built backlinks through SEO tasks to help SMBs rank higher on search engines

Worked on improving local listings for 60 clients

Created instructions on how to do web directories and blog commenting for new employees

Was allowed to work remotely for six months in 2013 in Virginia

Employee of the month in May and Nov 2014

State Farm Provo, UT

Intern March-August 2011; November 2012-April 2013

Made outbound calls to seek out new prospects for auto and small business liability quotes

Prepared auto quotes for interested prospects

Assisted clients as needed; took calls and payments

Improved instructions on creating a birthday list

Gained confidence of manager

Leadgenix Provo, UT

Internet Marketing Intern January 2011-March 2011

Learned and applied internet marketing tactics, including SEO, PPC, HTML, CSS, and content marketing

EDUCATION

Brigham Young University Provo, UT

General Studies/Business Courses

Got into the Marriot School of Management

Took courses in accounting, economics, statistics, calculus, advanced writing, and information systems

Completed all general education classes

BYU Men’s Chorus, BYU Singers, BYU Concert Choir

Southern Virginia University Buena Vista, VA

General Studies

JV Basketball, Chamber Choir

SERVICE

The Church of Jesus Christ of Latter-day Saints Manila, Philippines

Full-time Missionary July 2005-July 2007

Trained groups of up to 12 peers on how to set and achieve goals and improve teaching skills

Worked 90+ hours per week teaching family values and encouraging philanthropy

Learned both written and spoken Tagalog (Filipino)

Recognized for teaching a total of 73 new people in one week while the standard goal was 16

Missionary Training Center Provo, UT

Teaching Resource Center Volunteer February 2009-December 2015

Assisted in helping missionaries refine their teaching capabilities and offered advice on how to improve

Spoke only in Tagalog to all missionaries and gave feedback in order to help improve their language skills

PERSONAL

Languages: Written and spoken Tagalog (Filipino). Elementary proficiency in Spanish (4 years in high school).

Extra-curricular: Working out, former Bass II in The Tabernacle Choir at Temple Square

Sports: basketball, competitive sprint swimming

Other: Eagle Scout, playing piano, movies, Filipino food

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