Summary
Overview
Work History
Education
Skills
Certification
Languages
Work Availability
Timeline
CustomerServiceRepresentative

Elianis Pérez

Tampa,United States

Summary

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
06.2021 - 10.2021

Customer Service Representative

Dillard's Inc
06.2019 - 02.2021

Student Assistant

Hillsborough County Public Schools
06.2017 - 10.2018

Some College (No Degree) -

Hillsborough Community College

Graduate - undefined

Alonso High School
Elianis Pérez