Jo'Niqua Turner
Chicago,IL
Summary
Highly-motivated professional with 5+ years of experience in customer relations and marketing. Seeking new challenges to further enhance skills. Strong work ethic, excellent research, technical, and problem-solving abilities. Detail-oriented with a quick learning aptitude.
Overview
6
6
years of professional experience
Work History
Lead Customer Experience Specialist
AKIRA
Chicago, IL
02.2023 - 09.2024
- Handle Customer Escalations: Manage and resolve complex customer issues and complaints, ensuring timely follow-up and satisfactory resolutions.
- Develop Customer Journey Maps: Analyze and create detailed maps of customer interactions across various touchpoints to identify pain points and opportunities for improvement.
- Monitor Customer Metrics: Track and analyze key performance indicators (KPIs), such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES), to measure the effectiveness of CX initiatives.
Sales and Marketing Associate
Home Depot
Schereville, IN
03.2020 - 02.2023
- Maintain knowledge of products and promotions to provide accurate information and enhance customer experience.
- Developed and implemented marketing plans to increase brand awareness and improve customer engagement.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Sports Marketing Associate
Purdue University- Athletic Department
Hammond, IN
08.2018 - 03.2020
- Develop and implement marketing campaigns for sporting events and promotions across various channels, including digital, social media, and traditional advertising.
- Conduct market research to identify target audiences, trends, and competitive analysis to inform marketing strategies.
- Manage social media accounts and create engaging content to increase brand awareness and fan engagement.
Education
Bachelor of Arts - Communications
Purdue University
Hammond, IN05-2022
Skills
- Adaptability
- Search engine optimization (SEO)
- CRM
- Empathy
- Shopify
- Microsoft Office
- Email marketing
- Customer Service
Hobbies and Interests
- Event planning
- Reading
- Yoga
Projects
Marcus Graham Project, 08/01/22, Pitched and presented the winning campaign for the Chicago Bulls. Developed a 14-day integrated marketing campaign for the 2023 Chicago Bulls × Detroit Pistons game in Paris, helping to launch the Bulls' first global initiative. Performed relationship-building activities with other team leaders to increase customer retention rate by 60%.
Timeline
Lead Customer Experience Specialist
AKIRA
02.2023 - 09.2024
Sales and Marketing Associate
Home Depot
03.2020 - 02.2023
Sports Marketing Associate
Purdue University- Athletic Department
08.2018 - 03.2020
Bachelor of Arts - Communications
Purdue University
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