Carlos Harleaux
Farmers Branch,Texas
Summary
As a well-rounded professional, I have extensive experience in several arenas, including professional writing, project management, publishing, podcasting, crowd-funding fundraising, digital marketing, website management, content generation, conceptual web design, and client engagement. The diversity of my experience has afforded me the ability to effectively manage projects, publish several books for myself and other authors. My passion is to further creative visions and growth through my creative writing, corporate and digital content experiences.
Overview
17
17
years of professional experience
Work History
Client Success Manager
Koupon Media (acquired by PDI Technologies)
09.2020 - Current
- Manage a customer support help inbox that receives an average of 100 daily emails.
- Participate in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.
- Conduct regular reviews of account performance, identifying opportunities for growth and improvement.
- Lead an average of 10 weekly status calls and ad hoc client meetings to promote client satisfaction and keep all parties abreast of the changing c-store environment.
- Research emerging c-store and specific industry trends across the consumer packaged goods (CPG) and digital implementation landscape.
- Proofread user flows for new customer apps to ensure the optimum user experience.
- Provide best practices for clients within the c-store industry.
- Assist and collaborate with other team members to conduct new hire training and system process documentation.
- Evaluate potential client problems, implement resolutions and follow up with clients to manage potential issues and maintain satisfaction.
- Proactively address and resolve client complaints and issues to improve satisfaction.
- Provide consultative guidance for customers based on store data analysis, in-app user experience and past campaign performance.
- Manage existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
Digital Marketing Specialist
Expense Reduction Analysts (ERA)
01.2019 - 09.2020
- Implemented SharePoint content, including webinars, news updates, site pages and user guides for the entire United States consultant division.
- Coordinated quarterly LinkedIn educational webinars for a sales consultant network of over 100 people.
- Presented a digital marketing best practice workshop during the 2019 annual conference.
- Generated and launched digital marketing campaigns via Google AdWords, LinkedIn and third-party for lead generation to distribute to the ERA network.
- Wrote, edited and published weekly blog content on the company website.
- Created and managed B2B thought-leadership social media content for the ERA network to share on their social media sites.
- Managed digital projects end-to-end, from initial conceptualizing through final implementation and live monitoring.
- Optimized social media channels and web pages to improve SEO and usability.
- Worked effectively under constant pressure of simultaneous project milestones and deliverable deadlines.
- Improved click-through rates, conversion and other important KPIs with a strategic approach.
- Boosted brand awareness by establishing strong web and social media presence.
- Implemented new strategies to improve click-through rates and conversion.
- Collaborated with cross-functional teams to develop integrated marketing plans that included both traditional and digital channels.
Customer Success Manager
ReachLocal
03.2016 - 12.2018
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.
- Led performance issue task forces using digital advertising best practices to meet the changing needs of clients.
- Wrote text ads and created tailored keyword lists for a book of business that spanned over 40 clients and a total monthly spend of over $300,000.
- Utilized Salesforce to track client progress, implement new strategies and document pertinent best practices.
- Gained customer acceptance by demonstrating cost reductions, better campaign performance and higher revenue.
- Analyzed marketing data, including market trends, competitor performance and product strengths.
- Developed and advised on marketing strategies by understanding client expectations, assessing feasibility and identifying marketing and advertising opportunities for clients.
- Identified sales opportunities by assessing the customer's environment and devising a winning strategy.
- Built custom Excel reports to analyze campaign performance and identify areas of strength and improvement.
- Recommended changes, improvements and/or enhancements in products to the product development team based on customer feedback.
Senior Contract Manufacturing Coordinator
Frito-Lay
06.2014 - 03.2016
- Implemented over 200 Business Proposals (BPs) for high-profile, high-budget retail customers such as WalMart, Target, Costco and Sam’s.
- Coordinated product delivery for special events as a liaison between transportation and co-pack/multi-pack facilities.
- Used critical thinking and research to create sustainable contract manufacturing solutions for various facilities and Business Proposals (BPs).
- Delivered an exceptional level of service to each customer by listening to concerns, proactively identifying logistical issues and driving improved results.
Multipack Coordinator
Frito-Lay
02.2011 - 06.2014
- Interacted with over 20 customers professionally by phone, email or in-person to provide information and direction to desired staff members.
- Monitored over 30 plant production schedules to keep proper amounts of co-pack/multi-pack inventory on hand.
- Delivered data analysis to cross-functional teams for future Business Proposal (BP) planning
- Facilitated quality control checks for various co-pack facilities.
Naked Juice and Tropicana Team Lead
Frito-Lay
03.2009 - 02.2011
- Team Leader for the Naked Juice/Tropicana Customer Development Representative (CDR) team of five.
- Analyzed customer product levels and planned resources according to needs.
- Presented customer sales data and insights to internal and external stakeholders.
- Resolved delivery and product issues for high-profile Starbucks accounts.
Customer Development Representative
Frito-Lay
12.2007 - 03.2009
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
- Designed physical and digital training decks for new team members.
- Selected by management to facilitate a transitional department training in North Carolina.
- Managed communication and inventory levels with over 15 Frito Lay plants.
Education
Master of Arts - EMAC (Emerging Media And Communication)
The University of Texas At Dallas (UTD)
Richardson, TXBachelor of Science - Business Administration
The University of Texas At Dallas (UTD)
Richardson, TXSkills
- Creative Writing
- Blog Writing
- Podcasting
- Internal Communication Editing
- Social Media Proofreading
- Whitepaper Editing
- Team Supervision
- Digital Content Planning
- Interpersonal Communication
- MS Office
- SAP (Systems Applications and Products in Data Processing)
- Google Ads
- Bing Ads
- NetSuite
- Publishing Consulting
- Video Editing and Creation
- SEO Best Practices
- Salesforce
- SharePoint
- Mentorship
- Project Management
- Research (Social Media and Website Best Practices)
- Leadership
- Adaptability
- Data Analysis
- Collaboration
- Multitasking Abilities
Leadership - Literary Publishing
7th Sign Publishing
Outside of my corporate role, I launched 7th Sign Consulting LLC in 2023 to assist indie authors in their publishing efforts and gain exposure. I am also the CEO of 7th Sign Publishing (founded in 2013). 7th Sign Publishing has launched four successful Kickstarter campaigns (totaling nearly $5,000) to promote and market literary works. In addition, 7th Sign Publishing has released 29 books (16 of my own and 13 by other authors) in various genres, including poetry, fiction, nonfiction (memoir), self-help, short stories and children's books. The goal of 7th Sign is to assist indie authors to get their book(s) professionally edited, designed, printed and marketed at an affordable cost.
Leadership - Community Service and Event Planning
Alpha Phi Alpha Fraternity, Incorporated (AΦA)
I have been a member of Alpha Phi Alpha Fraternity, Incorporated since 2004. During my time as a member of the organization, I have served in various leadership roles, including the UTD chapter's (Tau Xi) President and Chaplain. In my post-graduate chapter (Xi Tau Lambda), I have served as the Recording Secretary. In addition, I helped organized three campus wide scholarship pageants for undergraduate women.
Professional Development
- Participated in the Vende Social B2B Best Practices for Better Lead Generation Training.
- Google Ads and Bing Ads Certification Training.
- Volunteered to lead the task force for WordStream integration with ReachLocal software.
- Traveled to London, England to gain a global perspective and additional experience from the Marketing team there at Expense Reduction Analysts (ERA).
- Volunteered to serve as the UX Social Media Chair at the University of Texas at Dallas to gather insights about user experience issues within the digital space.
Timeline
Client Success Manager
Koupon Media (acquired by PDI Technologies)
09.2020 - Current
Digital Marketing Specialist
Expense Reduction Analysts (ERA)
01.2019 - 09.2020
Customer Success Manager
ReachLocal
03.2016 - 12.2018
Senior Contract Manufacturing Coordinator
Frito-Lay
06.2014 - 03.2016
Multipack Coordinator
Frito-Lay
02.2011 - 06.2014
Naked Juice and Tropicana Team Lead
Frito-Lay
03.2009 - 02.2011
Customer Development Representative
Frito-Lay
12.2007 - 03.2009
Master of Arts - EMAC (Emerging Media And Communication)
The University of Texas At Dallas (UTD)
Bachelor of Science - Business Administration
The University of Texas At Dallas (UTD)
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