April Lugo
Wesley Chapel,FL
Summary
Accomplished in Campaign Development, Branding Strategies, Project Management and Customer Service. Specializing in overseeing, building, and running marketing telephony and CRM campaigns.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Campaign Manager
Blue Lantern Health
10.2020 - Current
- Work with the marketing team to department to create targeted vendor, digital, and first party campaigns.
- Enhance campaign performance by developing and implementing targeted marketing strategies.
- Coordinate with both tech and OPS teams for campaign building and delivery.
- Troubleshoot campaigns, managing in-flight schedule, and ensure effective execution and delivery of campaigns.
- Manage, optimize, and monitor the campaign intake process.
- Create test plans and perform end-to-end testing on all campaigns to ensure data integrity.
- Own lead mapping across channels and systems, including but not limited to CRM and telephony systems.
- Create, clean up and maintain a companywide nomenclature for campaign naming conventions across various platforms to ensure continuity and ease of reporting.
- Manage communication with System Developers, Operations and Marketing teams to address any concerns related to campaigns.
- Document all action plans, hold owners accountable and deliver on solutions.
- Provide administrative support as needed within the technical platform.
- Ensure all stakeholders are aware of any new campaigns prior to go-live
- Facilitate communication of business project requirements to the Telephony and CRM developers
- Ensure all campaigns have proper branding (Whispers & Intro Scripts).
- Ownership of celebrity call count royalty payment invoicing
Customer Service Manager
Total Insurance Brokers
11.2014 - 10.2020
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Planned, tested and deployed system life cycles to produce high quality systems to meet and exceed customer expectations.
- Established team priorities, maintained schedules and monitored performance.
- Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
- Took ownership of customer issues and followed problems through to resolution.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Addressed potential cancellations and offered catered solutions to retain accounts.
Education
High School Diploma -
King High School
Tampa, FL06.2001
Skills
- Campaign Support, Planning and Development
- Project Management
- Brand Development
- Invoice Management
- CRM & Telephony Campaign Management
- Visio
- Troubleshooting and resolution
Certification
- Certified Five9 Administrator
Timeline
Campaign Manager
Blue Lantern Health
10.2020 - Current
Customer Service Manager
Total Insurance Brokers
11.2014 - 10.2020
High School Diploma -
King High School
- Certified Five9 Administrator
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