Bernie Rose

• Configured hardware, devices and software to set up work stations for employees.
• Offered new customers training to reduce frustration and improve customer satisfaction.
• Created help desk tickets, troubleshot and resolved desktop issues.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
• Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
• Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
• Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.

Managed marketing campaigns to cultivate brand awareness and drive website traffic.

• Administered marketing calendar and posted new content to coincide with new product and service releases.
• Employed web analytics to evaluate campaign success and identify opportunities and key performance trends.
• Prepare detailed campaign reports and digital marketing strategies, communicating key findings to clients
• Increased customer engagement through social media.
• Discussed SEO needs and optimized strategies for short- and long-term campaigns.
• Area Local Expert for Constant Contact
• Robly Authorized Partner

Researched industry and marketplace trends to develop marketing solutions and enhance business operations.

My responsibilities included:

• Establishing and maintaining a strong, trusted advisor relationship with each customer
• Advising on marketing campaign selection and best practices to achieve business goals
• Reviewing campaigns before they are sent and making recommendations for improvement
• Discussing campaign results and recommending next steps
• Contact management tasks including upload, segmentation and bounce management

Strategized social media campaigns for clients, helping to meet goals and reach untapped potential customers.

• Ran promotions and offers on a Facebook business page with Social Campaigns that turn fans into customers so you can increase business
• Create a great Facebook landing page for your offer with our features and free coaching
• Promoted it to your email list and social networks to engage the clients existing audience and attract new followers and likes.

Responsible for development and implementing a marketing and communications strategy.

• Sets goals,
• Monitored work and evaluated results to ensure that departmental objectives and operating requirements were met and were in line with the needs and mission of the organization.

Handled incoming calls as they related to order status, RMA, customer service issues, and sales of supplies. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.