Customer Experience R E
Resume:
*****.*****@*****.***
Pine Bush, NY 12566
OWNER, FOUNDER AND OPERATOR
Red Eagle Auctions, LLC - Newburgh, NY October 2019 - Present Built and scaled the company through the pandemic, with a revenue of over 300k in just 2 years Increased company revenue by hiring a diverse team of staff members to increase productivity and company capacity
Increased customer retention by implementing a CRM system that integrated with back end auction platforms
Ensured company profit and scalability by hiring and managing employees with varying skill sets that could meet strict deadlines and work with a creative, productive synergy Improved inbound lead quality and digital channels such as Facebook Ads, Google Analytics, Email Campaigns, LiveAuctioneers marketing promotions.
CHRISTOPHER KWOKA
D E M A N D G E N E R A T I O N M A R K E T I N G & C U S T O M E R E X P E R I E N C E D I R E C T O R Dynamic and innovative marketing professional with over 10+ years of experience within different roles across the broader marketing spectrum.
My strong passion for customer experience and creating cutting-edge digital demand generation strategies have helped me lead and scale teams that grow companies exponentially. P R O F I L E
C A R E E R E X P E R I E N C E
SENIOR MANAGER CUSTOMER EXPERIENCE
Mediacom Communications Corporation - Chester, NY March 2017 to October 2019 Lead a team to provide the best digital experience internally to our 500+ support agents and externally to customers across 22 states in the USA
Managed a frontend design team to develop Mediacom's website, mobile app, e-commerce flow chart, IVR and more to help increase customer service and experience Improved communications with external companies such as Apple, inc to speed approval processes and overall efficiency
Increased company progression on builds by developing processes and quality analysis audits to improve customer experiences and to stay ahead of innovations set by Apple and Google Worked directly under the Senior VP's for all major support tools internal and external that Mediacom offers its customers and agent-facing tools like enhancements and testing of the agent dashboard Enhanced company culture and overall staff productivity by launching Customer Service Week to celebrate the achievements of all the major call centers and support staff across the country. LEAD CAMPAIGN STRATEGIST
Oracle Corporation - New York, NY October 2016 to March 2017 Created, organized and executed high-level campaigns for the CX Service Cloud Increase inbound lead volume by setting up nurture tracks, creating landing pages and gated programs Managed teams throughout projects to hit deadlines Developed campaign strategy and held rundown meetings so the team could work collaboratively and feedback within meetings
Curated an outbound sales process, integrating CRM systems with email marketing funnels to improve lead quality and demand generation
MARKETING & ANALYTICS MANAGER
Arnoff Moving & Storage - Poughkeepsie, NY May 2015 to January 2016 First marketing manager ever in 91 years to build a comprehensive business plan for 9 business segments and perform all marketing functions for the company as a single entity Updated company media channels such as website, lead forms, social media and more to ensure consistent branding
Worked closely in Google Analytics to create campaigns and target unique search terms with infographics to build link juice and domain authority Run keyword-optimized SEM(PPC) campaigns to grow various business segments, particularly promotional offers for overstocked inventory using time-sensitive offers and more Worked alongside the President and VP of Sales as we established a marketing committee where I presented quarterly plans, bi-weekly goals, memberships, sponsorships and upcoming events to participate in
Managed budgets based on previous progress reports of events and forecasted future costs Lead digital initiatives and collect information into a CRM (SalesForce) Lead all external email campaigns, design, content and execution Worked closely with sales team to provide them leads and track the data to increase results and hit KPIs for future campaigns
C O N T I N U E D P R O F E S S I O N A L D E V E L O P M E N T L I CENSE I N TECHNICAL
Global TESOL College 2005
BACHELOR OF BUSINESS ADMINISTRATION I N BUSINESS MANAGEMENT Hofstra University 2004
CO-FOUNDER
Spotlight Digital Marketing - Valley, NY, US December 2012 to January 2015 Helped businesses thrive online by founding Spotlight Digital Marketing, priding ourselves on creating innovative and engaging campaigns
White labelled and bundled demand generation packages for small-medium sized businesses including full custom WordPress website design, social media, online directories management, SEO, SEM and digital Ads
Grew a range of different clients in different niches such as law firms, large oil & gas corporations to name a few
Project managed an overseas team to help reach crucial deadlines and deliver beyond client expectations Guided the marketing team on creating lead magnets and sales funnel processes to warm leads up and establish strong relationships with potential and current clients Increase client retention by developing new service packs to upsell MARKETING ANALYST
Amerimerchant - New York, NY February 2011 to August 2012 Increased direct sales of over 25% through demand generation and marketing strategies such as CRO on the website and creating squeeze pages
Lead a team to design, manage & track 200K+ mailers per wk. across the USA, Canada and various parts of the world
Admin in Salesforce CRM: allocated leads, pulled reports and tracked ROI Deepend client relationships to cross-sell our product and offer incentives for better results Improved direct marketing results by changing strategy; increasing response rates, enquiries and brand awareness
Managed external lead sources, call centers and other outbound lead generation services Created guides and strategy sessions on tracking performance with Google Analytics and social media analytics
*****.*****@*****.***
Pine Bush, NY 12566
CHRISTOPHER KWOKA
D I G I T A L M A R K E T I N G & C U S T O M E R
E X P E R I E N C E D I R E C T O R
PROFESSIONAL SKILLS
Digital Marketing, SEO, SEM, Google Analytics & Adwords, SAAS, Wordpress & Presta, Backend and Frontend Functionality, Blogging, Branding, PPC Campaign Management, Media Planning, Video Planning, E-Commerce, Email marketing - Constant Contact & MailChimp, Project management, Web Analytics, Event Marketing, Customer Retention, Customer Acquisition, Lead Generation, Website management, Website Building, New Business Development, Internet Research, Strategic Thinking, Reputation management, Keyword Search, Demand Generation, A/B testing, Domain Migration, Chat Bots, Agent Dashboards, Support site tools
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