Dear Hiring Manager, I am applying for your Digital Marketing Specialist position. As an experienced digital marketer, I have the knowledge, creativity, and business skills needed to successfully market a client's brand. My skillset includes the following: social media management, knowledge of SEO implementation, proficiency at graphic design, familiarity with HTML and CSS, and website management. Coursera has taught me a plethora of many useful skills. I am familiar with various business strategies targeted at growing an online presence. As a marketer, I understand the importance of developing relationships in order to foster loyalty among customers. I am able to implement a wide range of strategies for branding purposes, especially when it comes to improving a client's social media presence and search engine optimization/email marketing. Thank you for your time in considering me for your Digital Marketing Specialist position. I would enjoy working for a highly esteemed digital marketing firm such as yours, and I feel that I'd be a qualified fit for this role.
Sincerely,
Elianis Perez
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Dillard's Inc
06.2019 - 02.2021
Working closely with customers to determine their needs, answer their questions about our products, and recommend the right solutions
Promptly resolve customer complaints and ensure maximum client satisfaction
Ensure high levels of customer satisfaction through excellent sales service
Assess customer's needs and provide assistance and information on product features
Welcome customers to the store and answer their queries
Follow and achieve the department’s sales goals on a monthly, quarterly, and yearly basis "Go the extra mile" to drive sales
Maintain in-stock and presentable condition assigned areas
Actively seek out customers in store
Remain knowledgeable on products offered and discuss available options
Process POS (point of sale) purchases
Cross-sell products
Handle returns of merchandise
Team up with co-workers to ensure proper customer service
Build productive trust relationships with customers
Comply with inventory control procedures
Suggest ways to improve sales (e.g
Planning marketing activities, changing the store’s design)
Clean work area
Cashier duties
Online order fulfillment services
Refunds/Returns
Customer Service Representative
Molina Healthcare
04.2022 - Current
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Answered customer telephone calls promptly to avoid on-hold wait times.
Answered constant flow of customer calls with minimal wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services and company information.
Provided primary customer support to internal and external customers.
Recommended products to customers, thoroughly explaining details.
Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Cultivated customer loyalty, promoted repeat business and improved sales.
Developed community reputation through commitment to customer satisfaction and strong client relationships.
Provided information regarding charge accounts and loyalty programs.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Consulted with outside parties to resolve discrepancies and create expert solutions.
Communicated with vendors regarding backorder availability, future inventory and special orders.
Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Evaluated account and service histories to identify trends, using data to mitigate future issues.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Investigated and resolved customer inquiries and complaints quickly.
Exhibited high energy and professionalism when dealing with clients and staff.
Responded proactively and positively to rapid change.
Delivered prompt service to prioritize customer needs.
Met customer call guidelines for service levels, handle time and productivity.
Educated customers about billing, payment processing and support policies and procedures.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Maintained up-to-date knowledge of product and service changes.
Trained new personnel regarding company operations, policies and services.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Communicated professionally with colleagues, freelancers and clients.
Promptly responded to inquiries and requests from prospective customers.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Managed timely and effective replacement of damaged or missing products.
Trained staff on operating procedures and company services.
Cross-trained and provided back up for customer service managers.
Effective liaison between customers and internal departments.
Sought ways to improve processes and services provided.
Increased efficiency and team productivity by promoting operational best practices.
Applied highly effective selling skills while properly engaging and presenting solutions to customers.
Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Cross-trained and backed up other customer service managers.
Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Promoted available products and services to customers during service, account management and order calls.
Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
Investigated and resolved accounting, service and delivery concerns.
Facilitated inter-departmental communication to effectively provide customer support.
Increased efficiency and performance by monitoring team member productivity and providing feedback.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
Implemented and developed customer service training processes.
Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
Optimized customer support by establishing collaborative service environment.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Surpassed sales goals through implementation of effective marketing strategies.
Provided ongoing guest service.
Created and maintained detailed database to develop promotional sales.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Student Assistant
Hillsborough County Public Schools
06.2017 - 10.2018
Helped with administrative support by managing incoming calls, coordinating files and sorting mail.
Completed clerical tasks such as filing, copying and distributing mail.
Greeted incoming office visitors, answered questions and directed individuals to office locations.
Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement.
Assisted with school field trips and special events by collecting permission slips and payments.
Maintained and operated classroom equipment to maximize use and lifespan.
Enforced rules and instructions to maintain discipline.
Laminated teaching materials to increase durability under repeated use.
Stepped into non-classroom environments such as libraries to help staff manage demand.
Helped teachers manage bus loading and unloading.
Utilized answer sheets and electronic marking devices to grade homework and tests, accurately computing and recording results.
Arranged and organized classroom desks, chairs and supplies.
Administered and graded homework assignments and tests.
Planned and prepared bibliographies, charts and graphs.
Cleaned, organized and restocked classrooms for upcoming classes.
Demonstrated specific skills and activities for students to improve understanding and take excess workload off teachers.
Helped teacher prepare instructional material and displays.
Prepared reports and maintained administrative records.
Organized classroom library and art areas each day to keep classroom well-maintained.
Prepared class materials and graded assignments to keep courses on-track and promote student learning.
Took daily attendance, notifying classroom teacher immediately of student absences.
Searched at library and in scholarly databases to locate necessary information for research projects.
Collated classroom materials to help teachers prepare for daily instruction and activities.
Provided support to help students with special needs learn and grow.
Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
Delivered clerical support by handling range of routine and special requirements.
Supported student learning objectives through personalized and small group assistance.
Completed range of simultaneous job tasks to support professor's academic, research and operational needs.
Reported back to instructor to receive day-to-day tasks and responsibilities.
Gathered and organized files and research papers for internal needs and scholarly publications.
Work Study/Front Desk Receptionist
Hillsborough Community College - Dale Mabry Campus
06.2021 - 10.2021
Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Resolved customer issues quickly and notified supervisor immediately when problems escalated.
Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
Used internal software to process reservations, check-ins and check-outs.
Transcribed phone messages and relayed to appropriate personnel.
Collected room deposits, fees and payments.
Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
Monitored office supplies by checking inventory and placing orders.
Kept accounts in balance and ran daily reports to verify totals.
Confirmed relevant guest information and payment methods to prevent fraud.
Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
Maintained transaction security by verifying payment cards against identification.
Entered customer data into room system and updated information whenever patrons changed rooms.
Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
Prepared weekly employee work schedules for team members.
Updated customer accounts with add-on room charges, minibar use and room service bills.
Protected guest valuables with main safe or in individual boxes to maximize security.
Planned coverage needs and organized services to support incoming special events.
Explained details regarding property to acclimate patrons to resort environment.
Promoted local entertainment and sporting events and offered details to assist patrons.
Education
Some College (No Degree) -
Hillsborough Community College
Graduate - undefined
Alonso High School
2018
Skills
Genesys
Salesforce
Pega
QNXT
CRM
Verint
Kronos
CVS Caremark
Availity
GTR VY9 XW9
Social Media
Social Commerce
Google AdWords
Channel Optimization
Google Slides
Digital Content Development
Direct Mail
Brand Strategy
Competitor Review
Project Management
Administering Social Media Accounts
Search Engine Optimization Practices
Audience Segmentation
Audience Engagement
Keyword Research
Promotional Planning
Social Media Tools
Email Marketing Campaign
Marketing Programs
Campaign Development
Advertising Strategy
Branding Campaigns
Digital Sales Tracking
Performance Evaluations
Digital Marketing
Report Preparation
Email Distribution Management
Digital Media
Data Analysis
Web Content Management
Graphic Design
Online Content Development
Multi-Channel Marketing
Customer Engagement
Online Media Campaigns
Video Editing
Social Media Content Creation
Content Curation
Progress Tracking
Competitive Research and Analysis
Channel Growth Tracking
SEO Strategy Development
Redirect Monitoring
Affiliate Programming
Blogger Relations
Web Analytics Tracking
Strategic Networking
Media Relations
Branding Support
Industry Trend Understanding
Ad Development
Keyword Optimization
Listing Placement
Paid Advertising Coordination
Sales Presentation
Economic Trends
Financial Tracking
Rewards Programs
Graphics Creation
Social Media Platforms
Strategic Vision
Online Platforms
Communications Strategies
Administrative Support
Profit Margins
Loyalty Programs
Operational Standards
Pricing Analysis
Data Accuracy
Google Ads
SOP Development
Analytics and SEO
Pricing Structures
Pricing Adjustment
Special Projects
Store Layouts
Merchandise Promotion
E-Commerce
Discount Negotiation
Filing
Package Tracking
Ad Development
Keyword Optimization
Listing Placement
Paid Advertising Coordination
Sales Presentation
Economic Trends
Financial Tracking
Rewards Programs
Graphics Creation
Social Media Platforms
Strategic Vision
Online Platforms
Communications Strategies
Administrative Support
Profit Margins
Loyalty Programs
Operational Standards
Pricing Analysis
Data Accuracy
Google Ads
SOP Development
Analytics and SEO
Pricing Structures
Pricing Adjustment
Special Projects
Store Layouts
Merchandise Promotion
E-Commerce
Discount Negotiation
Filing
Package Tracking
Certification
Attract and Engage Customers with Digital Marketing - Coursera
ZRPJZDDWRSMS
Think Outside the Inbox: Email Marketing - Coursera
XRB25FM45VPP
From Likes to Leads: Interact with Customers Online - Coursera
Coursera
Assess for Success: Marketing Analytics and Measurement - Coursera
LAU3SB4KGFNM
Make the Sale: Build, Launch, and Manage E-commerce Stores - Coursera
9KHFA7QZA46X
Foundations of Digital Marketing and E-commerce - Coursera
XQVB829JQSP7
IAB Digital Marketing and Media Foundations Certification - Google
Elianis Pérez - page 3
Languages
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Molina Healthcare
04.2022 - Current
Work Study/Front Desk Receptionist
Hillsborough Community College - Dale Mabry Campus