Ariel Callaway
Detroit,MI
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Health Alliance Plan
04.2023 - Current
- Supported corporate and departmental goals including member enrollment activities and product implementation.
- Improved customer experience by identifying root causes, trends and recommending resolutions for service recovery and retention.
- Reduced response time for customer inquiries (-45s) by streamlining communication processes.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Provided comprehensive support during periods of high call volume (20 calls per hour per person) by adjusting schedules to accommodate increased needs efficiently.
- Took payment information and other pertinent information such as addresses and phone numbers to facilitate calls.
Community Specialist / Marketing Specialist
Escalent Inc.
07.2021 - 02.2023
- Collaborated with cross-functional teams to develop and execute B2B marketing strategies, resulting in enhanced product development, optimized marketing campaigns, improved user experience, and lead generation.
- Conducted primary research and data analysis to inform marketing decisions, ensuring data-driven insights.
- Developed and implemented targeted marketing campaigns to increase client satisfaction and retention
- Managed client accounts, ensuring timely delivery of services and addressing client needs effectively.
- Responsible for using strategy to program, plan, produce and promote brand-specific and product-specific surveys for primary research and delivering incentives to survey participants.
- Promoted brand loyalty by making participants brand advocates with use of online forums
- Collaborated closely with cross-functional teams to produce client deliverables.
- Measured audience engagement by identifying Key Performance Indicators (KPIs) and tracking survey performance.
- KPIs measured included: Bounce rate, click-through-rate, participation rate, and completion rate.
- Strengthened community engagement by producing and publishing regular polls, surveys , and sweepstakes for community members.
- Maintained detailed records of all activities related to each project or initiative, ensuring accurate reporting and documentation for future reference.
- Assisted in procuring and analyzing consumer research for prominent clients, including Ford Motor Company, Rocket Mortgage, Maserati, and more.
Level 2 Customer Service Representative
Blue Cross Blue Shield of Michigan
11.2019 - 03.2021
- Responsible for receiving and screening calls, settling patient insurance claims, and resolving questions related to medical care and benefits information, offering patients with means for further assistance with their matters, managing delicate information, complying with HIPAA, prioritizing cases, and data and information mining
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Received multiple Blue Diamond Awards for Excellent Customer Service and 100% Customer Satisfaction on calls.
Event Hospitality Coordinator (Consulting) / Community Engagement Consultant
Bankable Marketing Strategies
04.2019 - 10.2019
- Coordinated artists' hospitality and volunteers for Detroit Jazz Festival 2019 and various clients
- Streamlined check-in processes for improved guest experiences upon arrival.
- Enhanced guest satisfaction by promptly addressing and resolving concerns during their stay.
- Developed marketing initiatives that attracted new volunteers and boosted repeat volunteers from existing pool.
- Strategized and implemented plans to acquire volunteer base and Human Capital Management (HCM).
- Coordinated year-round activation events.
- Managed events and volunteers via Marcato (event management software).
- Collaborated with supplemental contractors to design and configure events.
- Supervised more than 50 volunteers on one and a half mile indoor and outdoor footprint, every day during five-day festival.
- Strategic group-based volunteer recruitment decreased need by 100 volunteers.
Sales Coordinator
National Carwash Solutions (FKA TSS Inc.)
11.2017 - 03.2019
- Provided high levels of marketing knowledge to clients, advising business owners of their marketing and promotional needs
- Created and operated remote technical support assistance line for customer service.
- Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.
- Streamlined sales processes for improved efficiency and customer satisfaction.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Supported sales team members in achieving individual goals and targets through coaching, mentoring, and guidance.
- Developed comprehensive understanding of product offerings in order to effectively communicate benefits to prospective customers.
- Served as liaison between internal departments such as production, logistics, finance, ensuring seamless end-to-end management of client accounts.
- Managed portfolio of key accounts; consistently hitting quarterly targets whilst maintaining excellent levels of customer satisfaction.
- Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.
- Successfully drove new product lines to increase annual profits by 12%.
Education
Master of Arts - Strategic Communication
Michigan State University
East Lansing, MI12.2024
Union Community Activist Program (UAW 2256) -
Capital Area United Way Labor Department
Lansing, MI03.2020
Bachelor of Arts - Public Relations, Advertising, And Applied Communication
Michigan State University
East Lansing, MI05.2016
Skills
- Advertising Strategy and Campaign Management
- B2B Marketing and Client Consulting
- Television Advertising and Programming
- Primary Research and Data Analysis
- Community Engagement and Volunteer Management
- Marketing Campaign Development
- Consumer Research and Analysis
- Strong Communication and Presentation Skills
Websites
Certification
Union Community Activist (UAW 2256), Capital Area United Way- March 2020
Special Events Training - April 2024
Timeline
Customer Service Specialist
Health Alliance Plan
04.2023 - Current
Community Specialist / Marketing Specialist
Escalent Inc.
07.2021 - 02.2023
Level 2 Customer Service Representative
Blue Cross Blue Shield of Michigan
11.2019 - 03.2021
Event Hospitality Coordinator (Consulting) / Community Engagement Consultant
Bankable Marketing Strategies
04.2019 - 10.2019
Sales Coordinator
National Carwash Solutions (FKA TSS Inc.)
11.2017 - 03.2019
Master of Arts - Strategic Communication
Michigan State University
Union Community Activist Program (UAW 2256) -
Capital Area United Way Labor Department
Bachelor of Arts - Public Relations, Advertising, And Applied Communication
Michigan State University
Union Community Activist (UAW 2256), Capital Area United Way- March 2020
Special Events Training - April 2024
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