Daniela Serrano
Dallas,TX
Summary
Dynamic engagement professional with a proven ability to drive client satisfaction and foster effective collaboration, poised to excel in challenging roles. Demonstrated expertise in communication and relationship-building, coupled with strong adaptability to evolving needs, ensures impactful results and enhanced overall engagement. Results-oriented digital marketing specialist with a solid track record in curating and managing successful social media campaigns, recognized for significantly boosting online presence and community interaction. Committed to teamwork and consistently delivering reliable outcomes while staying ahead of industry trends.
Overview
11
11
years of professional experience
Work History
Content & Engagement Specialist
Brinks Home
04.2021 - Current
- Designed and produced original multimedia content — including training videos, campaign visuals, and communication materials — that educated and motivated employees while strengthening brand connection.
- Planned internal launches and awareness campaigns using content calendars, storytelling, and social-inspired visuals to increase participation and visibility across departments.
- Collaborated with Sales, Marketing, and CX teams to translate complex updates into simple, branded content that reinforced messaging consistency.
- Wrote and directed short-form videos and internal reels with creative hooks and on-trend visuals inspired by social media platforms like TikTok and Instagram.
- Measured engagement through survey feedback, participation rates, and video analytics to continuously refine tone, visuals, and delivery methods.
- Partnered with leadership to roll out recognition campaigns and brand culture initiatives that improved engagement and retention in hybrid and remote teams.
- Known for combining creativity with strategy — blending marketing techniques and training design to make content that informs, inspires, and sticks.
Executive Response Team Analyst- Social Media
Brinks Home
08.2019 - 04.2021
- Managed and crafted responses across multiple social media platforms, ensuring brand consistency and professionalism in customer-facing communications.
- Monitored online engagement and sentiment to identify brand opportunities, trends, and potential escalations.
- Collaborated with marketing and training teams to improve tone, clarity, and engagement strategies in digital messaging.
- Created internal content and scripts for customer experience initiatives, leveraging storytelling to drive connection and trust.
- Supported executive-level reporting by tracking KPIs and preparing summaries on social and digital customer feedback.
Account Manager
Brinks Home
03.2017 - 08.2019
- Managed key client accounts, achieving an increase in revenue through upselling and retention strategies.
- Implemented client satisfaction surveys, leading to a 10% improvement in client satisfaction scores in the department.
- Cultivated strong client relationships through proactive communication and tailored service solutions.
- Recognized as the top-performing Account Manager, earning the "Employee of the Month" award in multiple occasions.
- Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.
Instructional Designer
Orion
04.2015 - 02.2017
- Developed engaging e-learning modules utilizing Articulate Storyline and Adobe Captivate.
- Collaborated with subject matter experts to ensure content accuracy and relevance.
- Enhanced e-learning experience by designing interactive and engaging instructional materials.
- Led cross-functional teams in developing innovative training initiatives aligned with business goals.
- Analyzed learner feedback to refine instructional strategies and improve course effectiveness.
Education
International Business, Spanish
University of Texas at Arlington
Arlington, TXSkills
- Problem-Solving
- Detailed oriented
- Data Management &
- Language Proficiency (English/Spanish/Portuguese)
- Brand awareness
- Cross-functional coordination
- Problem-solving
- Decision-making
- Trends analysis
- Social media marketing
- Strategy development
- Social media management
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Portuguese
Native or Bilingual
Timeline
Content & Engagement Specialist
Brinks Home
04.2021 - Current
Executive Response Team Analyst- Social Media
Brinks Home
08.2019 - 04.2021
Account Manager
Brinks Home
03.2017 - 08.2019
Instructional Designer
Orion
04.2015 - 02.2017
International Business, Spanish
University of Texas at Arlington