ALEXANDRA MARTINEZ GERDTS
Miami,FL
Summary
Experienced, results-driven Sales and Marketing Management Professional with 10+ years of extensive experience in client management, customer success, marketing & sales management, and project management across various industries. Highly skilled in collaborating with cross-functional, high-performance teams, cultivating lasting clients and stakeholder relationships, and driving revenue growth and strategic market expansion. Adept at analyzing complex issues, devising innovative solutions, and fostering a customer-centric culture to propel business success.
Overview
10
10
years of professional experience
Work History
Marketing Specialist
Trulieve
12.2023 - Current
- QA & QC: Ensure accuracy, compliance, and brand consistency across customer-facing communications, website content, SMS, email campaigns, and digital assets
- Conduct daily QA/QC reviews to maintain an optimized user experience, maintaining 99%+ accuracy across all digital communications and platforms
- Project Management: Support brand cutover projects, ensuring seamless implementation and transition strategies. Reduced brand transition period by 34% improving project efficiency
- Retail Activation Support & KPI Data Management: Support in-store activations, including vendor coordination and promotional support
- Manage post-activation performance tracking, gathering key data points to assess campaign effectiveness
- Sourcing Swag & Merchandise: Procure branded merchandise for activations, retail promotions, and customer engagement initiatives
- Work with vendors and suppliers to ensure timely production, shipment, and distribution of marketing assets
- Educational Materials for Retail Teams: Develop training and educational materials to support retail teams in effectively selling products and promotions, directly impacting an increase of positive customer experience by 58%
- Competitor Landscape & Market Trend Analysis: Conduct ongoing research to monitor competitor strategies, pricing trends, and industry shifts to inform marketing decisions
Marketing & Customer Success Manager
MISHMASH Co
08.2023 - 12.2023
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients
- Designed and distributed marketing collateral, supporting sales team efforts and enhancing brand recognition
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction
- Increased brand awareness by developing and implementing targeted marketing campaigns
- Leveraged social media analytics to guide content creation, driving increased follower engagement by 130%
- Managed social media platforms, brand presence for MISHMASH and FLUT
- Assisted customers with onboarding and product setup to foster successful adoption and usage
Marketing Manager
Southern Crop
01.2022 - 01.2023
- Directed online directory management to ensure accurate and robust brand representation
- Developed SOPs and training manuals for customer service, QA guidelines, and reporting structures
- Launched four brands achieving six-figure sales within one week by devising and tracking sales strategies and KPIs
- Managed CRM, marketing, and IT projects across HubSpot, Salesforce, Agile, and Jira
- Managed social media accounts for optimal audience engagement and increased online presence
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs
- Organized successful trade show exhibits, showcasing products or services effectively to potential customers or partners
- Maintained documentation, detailing assignments, in-progress work and completed project milestones, increasing project efficiency by 89%
- Managed and led the Field Marketing & Outreach Team. Overseeing hiring, training, and performance while coordinating events and supporting the team to serve as liaisons with physicians to drive brand awareness, engagement, and strategic partnerships
Marketing Associate & SE Customer Service Coordinator
Curaleaf
05.2019 - 09.2022
- Oversaw the marketing budget for the Florida market, ensuring efficient allocation of resources
- Skillfully managed a dedicated outreach team and monitored performance evaluation against quarterly KPIs
- Piloted product research, development, and launch initiatives tailored to the unique demands of the Florida market
- Effectively resolved and mediated escalated service issues, educating patients on treatment options, medications, and payment obligations across various communication channels
- Consulted with the marketing manager to devise strategies for grand openings, product launches, and campaigns
Call Center Supervisor
Curaleaf
09.2017 - 05.2019
- Analyzed, enhanced, and elevated operations in training development, service standards, and retention
- Increase employee retention and service quality by ensuring 90%+ completion of training programs and achieving an 85%+ satisfaction rate in post-training assessments.
- Hired and trained over 24 employees, including service monitoring and individual performance reviews
- Maintained meticulous records of productivity, service metrics, and overall performance to ensure the attainment of individual and departmental quality assurance and sales objectives
- Conducted continuous quality assurance monitoring of all agents, provided feedback and training, and developed and implemented call center training manuals and employee guidebooks
- Reconciled escalated issues and upheld HIPAA compliance
- Supported IT special projects, including software upgrades, QA testing, vendor system support, and report documentation
- Support IT projects with a 100% completion rate on schedule, ensuring seamless software upgrades, QA testing, and vendor system optimizations.
- Improve productivity by 20%+ through enhanced service standards, quality assurance monitoring, and performance tracking
Customer Experience Associate
AvMed
01.2016 - 12.2016
- Scheduled licensed agent appointments and educated members on policy details
- Responded to 70+ daily inquiries from prospective members, generating 220+ high-quality leads
- Achieved 100% service levels consistently and awarded top agent
- Maintained an up-to-date knowledge of company offerings in order to provide relevant recommendations based on client needs.
Customer Service & Sales Representative
Carnival Cruise Lines
01.2015 - 12.2016
- Acted as an escalation specialist to improve customer retention
- Managed 100+ daily calls, upselling vacation insurance and experience packages
- Maintained QA Service levels of 100%
- Increased customer satisfaction by 19% by addressing and resolving complex issues effectively
- Boosted sales revenue 21% by identifying customer needs and recommending appropriate products or services.
Education
Associate of Arts - Psychology
Miami Dade College
Miami, FLSkills
- Project Management
- Excellent Communication
- Customer Success
- Client Contact
- Team Development
- Customer Relationship Management
- Legal Compliance
- CPG/B2B/B2C
Personalwebsite
Personal Website
Timeline
Marketing Specialist
Trulieve
12.2023 - Current
Marketing & Customer Success Manager
MISHMASH Co
08.2023 - 12.2023
Marketing Manager
Southern Crop
01.2022 - 01.2023
Marketing Associate & SE Customer Service Coordinator
Curaleaf
05.2019 - 09.2022
Call Center Supervisor
Curaleaf
09.2017 - 05.2019
Customer Experience Associate
AvMed
01.2016 - 12.2016
Customer Service & Sales Representative
Carnival Cruise Lines
01.2015 - 12.2016
Associate of Arts - Psychology
Miami Dade College