Jonathan Impemba
Medford,MA
Summary
Highly adaptable and experienced customer service and engagement manager with over a decade of proven success in various industries. Adept at overseeing daily operations and ensuring seamless customer experiences with a reputation for building strong relationships through effective communication and trust-building initiatives. Proven leadership in providing resources and support to both internal teams and external stakeholders. Skilled in articulating product value propositions, implementing best practices, and problem-solving.
Overview
13
13
years of professional experience
Work History
Sr. Manager of Content
Alarm Sports Network
08.2021 - Current
- Manage production and dissemination of video, audio, and written content across the company website, social media, and mobile platforms
- Developed and executed weekly and monthly content calendars tailored to seasonal demands and corporate objectives
- Streamlined editorial processes for improved efficiency and quality control.
- Mentored junior team members in best practices for writing, editing, and project management.
- Collaborated with cross-functional teams to create cohesive marketing campaigns.
- Identified opportunities for repurposing existing content into new formats for wider reach and increased ROI.
- Increased website traffic through SEO optimization of all online content.
Customer Experience Manager
Alarm Sports Network
04.2019 - Current
- Drove enhanced strategies to improve the overall customer experience, subscriber loyalty, and generate long-term satisfaction promoting brand value and awareness across multiple platforms
- Managed daily customer issues across multiple platforms including ZenDesk, and social media to ensure prompt resolution
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Developed new employees and on-going performance assessment of current employees.
- Partnered with marketing and sales, to ensure seamless integration of content initiatives
Content Creator
Alarm Sports Network
04.2012 - Current
- Specializing in fantasy sports and DFS, crafting and executing relevant content across various social media platforms, utilizing creativity and communication skills to drive community engagement
- Full-time host of multiple shows on Fantasy Alarm, including MLB DFS, NBA DFS, NFL DFS, and NFL GameDay Show
- Part-time radio co-host of Fantasy Alarm show on Sirius XM
- Produce engaging and accurate content to develop data-driven strategy guides, player analysis, and lineup optimization tips
- Utilizing X, Youtube, and Tik Tok to leverage social media channels to promote engagement
Sr. Customer Service Representative
ezCater
10.2018 - 04.2020
- Managed customer inquiries by analyzing product results, contributing to customer experience, and leveraging their feedback to improve internal operations and enhance product user experience
- Responded to inbound customer emails, calls, and text messages from customers, resolving account and order inquiries with accuracy and professionalism while maintaining a 99% CSAT
- Initiated outbound calls to client partners on a regular cadence to ensure timely resolution of order concerns and updates
- Identified patterns from client inquiries, issues, and recommendations to update and establish SOPs based on findings to streamline the escalation process and improve the overall client experience
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Mentored junior team members, contributing to their professional development and overall team success.
Sr. Customer Experience Representative
GSN Digital
12.2011 - 01.2017
- Championed the voice of the customer internally, working closely with other departments to address concerns and find opportunities for improvement.
- Assisted customers facing technical challenges by offering troubleshooting guidance.
- Managed a weekly caseload of 1,000-1,400 customer inquiries across multiple CRM platforms
- Monitored accounts flagged for potential risk and fraud.
- Facilitated smooth issue resolution by maintaining clear lines of communication between customers and relevant departments.
- Analyzed customer feedback data, identifying areas for improvement and implementing necessary changes.
- Assisted in the development of new policies and procedures that aimed at exceeding customer expectations consistently across all touchpoints.
Skills
- Content Strategy Development
- Event Promotion
- CMS management
- Content Management
- Customer Service
- Multitasking
- Customer Retention
- Adobe Creative Suite
- Asana
- Jira
- Zendesk
- Problem-Solving
- Customer/User Experience
- Content Creation
- Creative Direction
- Social Media
Timeline
Sr. Manager of Content
Alarm Sports Network
08.2021 - Current
Customer Experience Manager
Alarm Sports Network
04.2019 - Current
Sr. Customer Service Representative
ezCater
10.2018 - 04.2020
Content Creator
Alarm Sports Network
04.2012 - Current
Sr. Customer Experience Representative
GSN Digital
12.2011 - 01.2017