Summary
Overview
Work History
Education
Certification
Timeline
Generic
Johannah Fults

Johannah Fults

Montgomery City,MO

Summary

CX Content Coordinator with a deep background in customer experience, skilled at enhancing community engagement and brand advocacy. Proficient in social media management and customer service operations, leveraging expertise to cultivate collaborative team environments and elevate brand presence. Driven by a commitment to high standards in customer satisfaction and known for a proactive, detail-focused approach. Dedicated to mentoring team members and passionate about leading impactful initiatives within a collaborative, growth-oriented setting.

Overview

11
11
years of professional experience
1
1
Certification

Work History

CX Content Coordinator

PetLab Co.
04.2024 - Current
  • Cultivated and maintained an engaged online community through active participation and responsive communication
  • Developed strategies to increase customer interaction and engagement
  • Provided in-depth product knowledge and advice to customers and leads, ensuring they make informed decisions
  • Created compelling social media content to enhance brand visibility and engagement
  • Managed a content calendar to ensure the timely and consistent delivery of materials
  • Analyzed key performance indicators to assess and report on engagement success
  • Collaborated with cross-functional teams to align strategies and achieve organizational goals
  • Prioritized tasks effectively and met deadlines in a fast-paced environment
  • Supported specialty leadership by facilitating training, addressing concerns, and mentoring agents to enhance performance and cohesion

Subject Matter Expert

PetLab Co.
01.2024 - 04.2024
  • Handled customer inquiries as a Customer Care Agent II while leveraging SME expertise to guide team members and ensure service consistency
  • Shaped and validated Customer Experience messaging to ensure accurate representation of products and services
  • Liaised between Customer Experience and the compliance team to ensure alignment on inquiries
  • Contributed to user documentation and training materials development
  • Guided professionals in delivering accurate, compliant messaging

Customer Care Agent II

PetLab Co.
07.2023 - 04.2024
  • Delivered exceptional omnichannel customer support across various platforms
  • Moderated social media interactions, ensuring positive engagement and adherence to guidelines
  • Adapted to new platform changes and best practices to optimize performance
  • Managed urgent escalations and addressed critical issues on clients' social media networks

Customer Support Specialist

Wrrk
12.2022 - 06.2023
  • Identified and communicated client coverage needs
  • Stayed current on customer care policies for 30+ unique clients/organizations
  • Resolved and documented customer inquiries across multiple channels (email, phone, SMS, live chat, social media)
  • Identified ticket trends and escalated issues to relevant teams
  • Maintained customer data in organizational databases
  • Pass customer feedback on to improve the organization's offerings
  • Relayed customer feedback to improve services and collaborated on refining SOPs
  • Supported audits, training, and off-ticket client projects as needed

Community Management Specialist for PetLab Co.

Wrrk
07.2022 - 06.2023
  • Delivered exceptional customer support across social media platforms, fostering a loyal and engaged community
  • Moderated social media interactions, responding to comments and direct messages as appropriate
  • Adapted to emerging platform changes and best practices to ensure effective engagement
  • Conducted research on clients' social media presence and executed follower analysis as directed
  • Managed urgent escalations, addressing critical issues promptly across clients' social media networks
  • Collaborated with internal teams to discuss company needs, product rollouts, and marketing strategies

Dedicated Customer Service Professional for Eberje

Wrrk
11.2021 - 06.2022
  • Managed inbound and outbound customer communications via calls, emails, and chats
  • Documented, researched, and resolved customer product complaints with empathy and professionalism
  • Collected and verified customer information for accurate tracking
  • Maintained professionalism when addressing negative feedback
  • Trained and mentored new customer service associates, especially during peak periods

Owner/Operator

Groomer Has It
09.2014 - 08.2018
  • Advertised services and managed social media accounts
  • Booked appointments and assisted customers with service package selection
  • Addressed customer inquiries and resolved service-related issues
  • Bathed and clipped dogs to conform to a variety of breed-specific standard styles
  • Managed payroll and tracked expenses and profits

Dog Groomer

Groom 'N Room
01.2014 - 09.2014
  • Trained under a skilled groomer to learn numerous skills and tricks of the art
  • Bathed and clipped dogs to conform to a variety of breed-specific standard styles
  • Maintained animal comfort at all times
  • Helped customers select the best package for them and their canine

Education

High School Diploma - General Studies

Montgomery County High School
Montgomery City, MO
12.2014

Certification

  • Social Media Content Creation: Canva Beginner to Advanced (Udemy), Issued Nov 2024 | UC-8dfc1252-919d-4a57-8a7c-c07da210925e
  • The Social Media Marketing & Management Masterclass (Udemy), Issued Oct 2024 | UC-37f3d103-a8ba-40c0-b427-8e02cec6c79b

Timeline

CX Content Coordinator

PetLab Co.
04.2024 - Current

Subject Matter Expert

PetLab Co.
01.2024 - 04.2024

Customer Care Agent II

PetLab Co.
07.2023 - 04.2024

Customer Support Specialist

Wrrk
12.2022 - 06.2023

Community Management Specialist for PetLab Co.

Wrrk
07.2022 - 06.2023

Dedicated Customer Service Professional for Eberje

Wrrk
11.2021 - 06.2022

Owner/Operator

Groomer Has It
09.2014 - 08.2018

Dog Groomer

Groom 'N Room
01.2014 - 09.2014

High School Diploma - General Studies

Montgomery County High School

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Johannah Fults