Grecia Salinas
Houston,TX
Summary
Email and customer success professional with over five years of experience in developing and implementing innovative communication strategies within the energy sector. Expertise in social media management, email marketing, de-escalation, and executing campaigns across diverse brands, consistently driving customer engagement and brand visibility. Proficient in leveraging industry-leading tools such as Mailchimp, Google My Business, Salesforce, and Power BI to deliver measurable marketing results and optimize customer interactions. Committed to enhancing brand presence and fostering strong client relationships through strategic communication initiatives.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Communication Supervisor (Digital & Customer Engagement)
Shell Energy
05.2022 - 05.2025
- Directed Google My Business projects for six Shell brands, resulting in increased online visibility and enhanced customer engagement.
- Managed Voice of the Customer (VOC) a tool to capture customer satisfaction through customer surveys.
- Executed targeted email campaigns using Mailchimp, supporting departments such as Acquisition, Renewals, and Incentive programs.
- Collaborated with the sales team to design and launch digital campaigns that align marketing initiatives with customer needs.
- Developed a quality assurance scorecard for email communications, which improved the effectiveness of marketing campaigns.
- Led a team of 2 analysts, providing coaching on best practices for digital communication and campaign execution.
- Delivered weekly performance reports using Power BI and Excel to optimize and refine marketing strategies.
- Quarterly Communication and Sales Reporting provided leadership with clear insights to guide strategic decisions.
- Initiating live chat engagement in collaboration with MRE Consulting as this was a new project assigned.
- Managed customer complaint investigations, including BBB and escalated matters related to the Public Utility Commission for all six Shell Brands.
- Partnered with Regulatory and Legal team to ensure compliance across all brands.
- Collaborated with outside vendor to ensure smooth process during company closure.
Customer Experience Lead (Marketing & Communications)
Shell Energy
12.2021 - 08.2022
- Supervised a team of twenty-two agents, including both internal staff and vendors, to ensure consistent brand messaging across all communication channels.
- Managed inbound and outbound communications, maintaining service level agreement (SLA) standards and driving customer satisfaction.
- Designed Power BI dashboards and CRM insights to monitor campaign performance and measure customer engagement.
- Trained agents on compliance and communication standards to ensure alignment with the company's brand voice.
- Managed inbound, outbound, and email communication team maintaining SLA’s and customer satisfaction.
Analyst I (Digital Support – Escalation Support)
Sunnova Energy
07.2018 - 06.2019
- Supported marketing and sales teams by facilitating customer outreach and improving Google search visibility.
- Responded to Better Business Bureau (BBB) complaints and coordinated resolution efforts to protect the company's brand reputation.
- Educated customers about solar billing processes while promoting autopay enrollment through digital communication channels.
Education
Associate of Arts - Business Communication
San Jacinto College
Pasadena, Texas, TX05-2027
Skills
- Marketing Campaigns
- Email Communication
- Inbound and outbound communication
- Brand development expertise
- Data analysis expertise
- Tools: Mailchimp, Google My Business, Salesforce, NICE CXone, Smartsheet, Co-Pilot
- Team management
Certification
Co-Pilot Certification
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Communication Supervisor (Digital & Customer Engagement)
Shell Energy
05.2022 - 05.2025
Customer Experience Lead (Marketing & Communications)
Shell Energy
12.2021 - 08.2022
Analyst I (Digital Support – Escalation Support)
Sunnova Energy
07.2018 - 06.2019
Associate of Arts - Business Communication
San Jacinto College