Ciara Masters
ScentAir
Charlotte,NC
1
Certification
10
years of professional experience
Result-driven Senior Marketing Specialist with expertise in strategic planning, process improvement, and market operations. Adaptable and proactive, with a strong history of streamlining workflows to elevate team productivity and drive organizational success.
Work History
Email & Automation Senior Specialist
1 Year 4 Months- Own the development and maintenance of automated workflows and customer B2B lifecycle strategies to increase retention and conversion.
- Nurtured new leads through the customer journey by creating engaging drip campaigns tailored to various stages of the sales funnel.
- Builds and sends communications to eight different countries in five different languages for B2B.
- B2B Lead Management - Architected and managed a ZoomInfo lead generation engine, implementing advanced segmentation and prospect scoring that optimized Dotdigital-to-Salesforce pipeline tracking and increased conversion rates.
- Lead B2B strategy sessions and collaborate with stakeholders on high-priority projects.
- Improved lead generation through implementing effective email marketing strategies.
- Increased brand awareness by developing and executing targeted marketing campaigns.
- Collaborated with sales and marketing departments to align messaging for promotional and lead gen efforts.
- Build global (US, UK, FR) Email, SMS, and Push Notification campaigns for eCommerce, ensuring brand consistency and timely deployment.
- Utilize ClickUp for agile task coordination and project management.
- Provide comprehensive reporting and troubleshooting for all automated streams, contributing to strategic growth initiatives for future lead gen and campaign initiatives.
- Streamlined marketing workflows through automation tools, enhancing process efficiency and reducing manual tasks.
- Ensure seamless data synchronization between platforms
- Spearheaded the integration of ZoomInfo, a new marketing tool, improving our overall system capabilities and user experience.
- Ensured compliance with CAN-SPAM regulations by implementing proper opt-in procedures and unsubscribe processes.
- Conceived and built optimized emails and landing pages in HTML and CSS for integration and cross-platform compatibility.
Email Marketing Consultant
11 Months- Manages email list health.
- Provides deliverability assistance to maintain positive sender reputation and email IP status.
- Utilizes customer service experience to provide insight and correlation to marketing needs.
Email & SMS Strategist
1 Year 8 Months- Responsible for the overall strategy and planning for email and SMS campaigns.
- Manage trigger email campaigns throughout the customer lifecycle to maximize sales.
- Analyze current email/SMS marketing campaigns and make recommendations for
improvement. - Track and report on email/SMS campaigns in order to guide improvements.
- Acting as lead for email and SMS service provider relationships.
- Built emails in multiple platforms (Sendgrid, Optimizely, and and Shopify).
- Worked with IT on managing transactional emails send via SendGrid API.
- Facilitated the implementation and move of 3mil contacts to a new ESP, Omnisend.
Email Marketing Coordinator
2 Years 1 Month- Specialized in B2C and B2B promotional content.
- Lead contract for the company’s email and SMS service providers.
- Managing vendor partnerships.
- Designed and implemented direct email campaigns that communicated the company's brand values.
- Proficient in a variety of CRM and marketing tools (Attentive, Sendgrid, Zaius, Bold360, Candypress, NAV, Canvas, etc)
- Collaborated with other departments (Web, Purchasing, Inventory controls) to design campaigns, align promotion schedules, meet sales goals, and move inventory.
- Managed automated email campaigns throughout the customer lifecycle journey to maximize sales.
- Utilized segmentation of our customer database while implementing remarketing strategies.
- Demonstrated A/B testing on various SMS and email campaigns to establish the most effective marketing strategy.
Client Relationship Manager
1 Year 3 Months- Setup and monitored the functionality of the Bold360 chatbot on the FiltersFast website by creating decision trees to automate customer interactions.
- Researched and incorporated support articles in Bold360 to allow the chatbot to support better and educate customers.
- Utilized my knowledge of company products and procedures to streamline chatbot and call center support team interactions to properly assist customers.
- Handles supervisor-level escalations that cover refunds, returns, and other customer care concerns via phone/chat/text/email.
- Input functions, applied commands, and organized a support center for an interactive chatbot for the company website.
- Managed and assisted email/chat agents with their accounts.
- Effectively used unified communication and collaboration tools such as Monday.com, Microsoft Teams, and Slack.
- Submitted daily excel reports for customer refunds, order delays, and worked closely with purchasing and marketing departments on improving backorder communication for keeping customers updated on their order.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
Customer Experience agent
9 Months- Effectively placed orders for residential and business accounts.
- Effectively managed a high volume of inbound and outbound customer calls.
- Resolved customer product/order complaints empathetically and professionally.
- Verified all required customer information for tracking purposes.
- Accurately documents, researches and resolves customer service issues.
- Identified chronic customer issues by creating and maintaining customer complaint logs.
- Referred unresolved customer grievances to designated departments for further investigation.
- Managed high call volume with tact and professionalism.
- Set up reships for lost inventory while off-setting it with credit memos.
Marketing and Brand Ambassador
1 Year 11 Months- Created a personal social media page created specifically for Lucky's for promoting events and ticket sales.
- Maintains full knowledge of beverage lists and promotions.
- Created effective messaging using language, graphics, and marketing collateral.
- Collaborated with the Promotional managers and the street team on marketing materials.
- Upholds strict cash handling procedures.
Remote Technical Support Agent
11 Months- Managed call flow and responded to the technical support needs of customers.
- Provided base-level IT support to non-technical personnel within the business.
- Reviewed technical documentation and procedures.
- Defined and documented technical best practices.
- Identified and solved technical issues with a variety of diagnostic tools.
- Provided on-call support for critical issues.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux, and Mac systems.
- Enthusiastically participated in job-related training.
- Researched, troubleshot, and resolved complex problems independently.
Remote Customer Support Agent
1 Year- Effectively managed a high volume of inbound and outbound customer calls.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Accurately documented, researched and resolved customer service issues.
- Identified chronic customer issues by creating and maintaining customer complaint logs.
- Referred unresolved customer grievances to designated departments for further investigation.
- Managed high call volume with tact and professionalism.
- Followed up with customers on unresolved issues.
Education
- Business Administration
- Obtained skills that helped me advance in Windows office (word, PowerPoint, excel, and access).
- Coursework includes Marketing, Communications, and Accounting.
- Speech and Communication, Sociology and Psychology
High School Diploma
- Student Body President
- Co-Captain of the varsity cheer team
- Awarded most valuable sprinter on the women's track team
Skills
Global Marketing
B2B Marketing
Omni-channel Marketing
Customer Lifecycle Management
Strategy planning
Proactive team player
Personable and approachable
Quick and adaptable learner
Creative problem solver
Salesforce
ZoomInfo
Zapier
Google Analytics
Calm under pressure
Certification
- ZoomInfo Copilot Certification Training - [Timeframe]
- [Area of certification] Training - [Timeframe]
Timeline
Email & Automation Senior Specialist
ScentAir
04.2025 - CurrentRead More
Email Marketing Consultant
FiltersFast.com
07.2024 - 06.2025Read More
Email & SMS Strategist
FiltersFast.com
07.2022 - 03.2024Read More
Email Marketing Coordinator
FiltersFast.com
06.2020 - 07.2022Read More
Client Relationship Manager
FiltersFast.com
03.2019 - 06.2020Read More
Customer Experience agent
FiltersFast.com
06.2018 - 03.2019Read More
Remote Technical Support Agent
Pearson Learning Services
07.2017 - 06.2018Read More
Remote Customer Support Agent
Sykes
06.2017 - 06.2018Read More
Marketing and Brand Ambassador
BMG (Bar Management Group)
10.2016 - 09.2018Read More
King’s College
from Business Administration
Read More
Greenville Technical College
from Speech and Communication, Sociology and Psychology
Read More
Clover High School
High School Diploma
Read More