Carl Minor
Greensboro,NC
Summary
Senior-level Member Experience Specialist with a 6+ year track record of building and maintaining client relationships. Skilled at leading fellow MX Specialists, managing projects, creating/interpreting reports and being a detail-oriented self starter. Presently utilizing my knowledge and experience into helping the sustainable seafood world.
Overview
9
9
years of professional experience
Work History
Senior Member Experience Specialist -
Wild Alaskan Company
Remote Position, NC
01.2022 - Current
- Over 40k helpful interactions with members via email, live chat, and phone
- Leading the Trainual Program to help embrace growth amongst the MX team. Through learning together and by extension creating shared experiences with our members
- Delegating tasks to members of the Trainual Team while also giving feedback on improvements that can be made
- Aiding in the training/onboarding of nearly every MX Specialist on the team to date
- Efficient in many member support platforms and finding ways to create more productivity with less effort utilizing these work managements software's.
- Leader in Trainual and contributor to multiple team programs in an effort to ensure our quality standards are being well represented across the team
- Generating new ideas across multiple programs to help optimize the team/member experience such as: Donation List, Trainual Reporter, and New Phone Tags to track data more accurately
- Moderating company Social Media comments and handling financial member disputes
Member Experience Specialist -
Wild Alaskan Company
Remote Position, NC
03.2020 - 01.2022
- Helping to create meaningful, and interconnected relationships daily between WAC and our current/future members
- Championing voice of our company to members across multiple platforms and communication channels (i.e Email, Live Chat, and Phone)
- Excels at meeting daily goals, while mastering the use of our platforms (i.e. Intercom, Asana, etc.)
- Involvement in and helping to generate the Trainual Program
Administrative Executive -
Honest Paws
Remote Position, NC
08.2019 - 03.2020
- Using various techniques, including cold calling, networking and exceptional customer service to sell our pet supplements.
- Creating professional sales presentations to creatively communicate product quality and how our supplements improve animals lives on a daily basis.
- Creating impactful relationships with clientel
- Using multiple database systems to log calls, process payments, numbers, inventory and manage ever changing product regulations in those systems. (Intercom, Sales Force)
- Coordinating meetings between staff members and creating reports on a daily basis
Territory Sales Manager -
Chuck Latham Associates Inc.
Glendale, California
01.2019 - 08.2019
- Traveled over a large multi-state territory (CA, AZ, NV, OR, WA) representing a number of different aquarium product brands.
- Wrote orders, processed payments and provided customer service for over 200 pet store locations.
- Created presentations for pet store employees to help convey the effectiveness/value of particular brand name products.
Marine Biologist/Account Manager -
Quality Marine
Los Angeles, California
10.2017 - 01.2019
- Day to day behavioral analysis and identification of newly arrived live fish and tissue cultured plant species, methodical labeling, record keeping, and hands on husbandry practices to determine the best process to care for marine species until being shipped out.
- Managed logistics of fish shipments to/from our facility, international shipments and setting up conference calls between staff.
- Managed over 70 accounts of aquarium stores and public aquariums all across the US and Canada.
- Over the phone and in-person customer service including sales, university research viewings and tours of our facility.
Education
Bachelor of Science - Biology
Winston-Salem State University
Winston-Salem, NCAssociate of Science - Biology
Lenoir Community College
Kinston, NCOpen Water Dive Certification -
SCUBA NOW
Wilmington, NCSkills
- Administrative leadership
- Proficient in team scheduling and analyzing coverage needed for the most effective team functionality
- Highly motivated self-starter
- Creating efficiencies in daily operations for myself and the team at large to increase productivity
- Skilled at interpreting data and presenting in front of teams in a more digestible manner
- Strong sense of empathy with members and teammates alike, while working to improve interactions between the two
- Extensive Marine Biology knowledge
- Well-versed in Environmental Conservation (including the Sustainable Seafood Industry)
- Comprehensive eCommerce software experience: (Intercom, Asana, Slack, Stripe, MIxpanel, Iterable, Trainual, Zendesk, Wheelhouse)
- Report and presentation creation
Timeline
Senior Member Experience Specialist -
Wild Alaskan Company
01.2022 - Current
Member Experience Specialist -
Wild Alaskan Company
03.2020 - 01.2022
Administrative Executive -
Honest Paws
08.2019 - 03.2020
Territory Sales Manager -
Chuck Latham Associates Inc.
01.2019 - 08.2019
Marine Biologist/Account Manager -
Quality Marine
10.2017 - 01.2019
Associate of Science - Biology
Lenoir Community College
Open Water Dive Certification -
SCUBA NOW
Bachelor of Science - Biology
Winston-Salem State University