Justin Carter
Los Angeles,CA
Summary
As an accomplished Customer Operations Specialist with a decade-long track record in client and customer support, I possess a unique ability to analyze and solve complex problems while fostering effective team dynamics. My expertise lies in cultivating profitable client relationships through motivation and development initiatives. With exceptional independent decision-making skills and sound judgment, I have consistently contributed to the growth and success of the companies I have worked for. My experience spans start-ups to Fortune 500 Enterprises, making me adept at navigating diverse work environments. With this, I am confident in my ability to drive positive results for your organization through my well-honed skills and experience.
Overview
10
10
years of professional experience
Work History
Digital Content Producer
Amazon Prime Video
01.2023 - Current
- Content Writer for Amazon Prime Video YouTube Channel; Host of the "New To Prime" YT Shorts as well as "Prime & Unwind" Long From Videos.
- Responsible for creating high-impact video content contributing to a 25% increase in subscriber count
- Collaborate with digital edit team, contributor and influencer network, video team, designers/creative team, and core editors to create socially driven content
Customer Operations Specialist
Permutive Inc
11.2021 - Current
- Responsible for customer product onboarding training and successful product adoption for 20+ publishers, including NPR, The Inquirer, Globo, Trusted Brand Media, and Business Insider, with 10+ attendees serving thousands of users.
- Maintain Quarterly Key Performance Indicators (KPIs) and Metrics within the Top 1% of the Team; 100% Customer Quality Survey Scores, and 1-Hour SLA response times.
- Aid in creating and maintaining 100+ internal/external knowledge base support articles.
- Delivered Tier-1 support and Subject Material Export (SME) input to internal and external customers while they navigated their Data Management Platform (DMP), servicing over 700 ticket-based support inquiries.
- Increased total annual recurring revenue of accounts by 10% in 6 months by building and maintaining strategic relationships with key stakeholders and identified and qualified product upsells that drove revenue outcomes for publishers
- Advocate customer and market feedback internally and collaborate with Product and Technical teams to define features and drive enhancements to the Permutive platform
Founder & Podcast Host
The Movie Bugle
01.2020 - Current
- Owner and founder of SoCal based podcast and movie experiences
- Direct and produce weekly podcast series blending pop culture, news and movie reviews on multiple platforms including iTunes and Spotify
- Manage social media engagement strategy, promotions and content creation
- Responsible for identifying and scheduling guest speakers, event venues and coordinating additional amenities including hotels, food, travel etc. when needed
Sales Associate
Charter Communications
05.2019 - 12.2021
- Provide exceptional customer service and support for Spectrum's B2C customer base I.e. home services
- Consistently meet and exceed sales goals by uncovering customer needs quickly and aligning to the best product/service to meet their needs
- Creative problem solver identifying opportunities to cross sell products/services while prioritizing a pleasant and memorable experience for customers
- Act as store lead when GM or Manager is unavailable
- Serve as customer experience and sales subject matter expert (SME) for all new hires
E-Commerce Sales & Service
Walt Disney Travel Company
04.2014 - 02.2019
- Responsible for handling customer support requests from guests looking to book Disney vacations and experiences
- Managed Zendesk support requests as well as Live Chat providing assistance in planning and designing Disney experiences
- SME on technical inquiries for the Disneyland Resort and Walt Disney World Resort, providing creative solutions and demonstrating quality experience
Guest Service Manager
Walt Disney Travel Company
06.2017 - 10.2017
- Excelled at identifying the best possible outcomes for guests while maintaining best in class customer service standards required by Disney
- Served as product tester for Product Marketing teams collecting user experience feedback to help build better products
- Developed escalation guides to help ensure seamless launch and rollout of the MaxPass Product
- Owned daily debrief meetings for team of 50 cast members to ensure all teams are aligned and agents are informed on feedback from the frontline
Promotions & Experience Specialist
Walt Disney Travel Company
08.2015 - 05.2017
- Designed and delivered best in class Disney event experiences for promotional winners
- Managed contracts and partnerships with guests and major radio/television stations
- Created marketing content and additional promotional materials to be used by event and media partners
- Owned logistics for entire guest experience including Disney event scheduling, flights, hotels and other accommodations
- Managed comped budget plans for all promotional winners to ensure best guest experience while staying within budget
Education
Associate of Arts - Business Administration And Management
Seminole State College of Florida
Sanford, FLSkills
- Shot and Scene Planning
- Script Writing Processes
- Administrative Support
- Customer Communication
- DMP Software Proficiency
- CSS/HTML
- Client Led Training
- Unique Content Creation
- Adaptability and Flexibility
- Microsoft Suite Proficiency
- Training Seminars
- B2B/B2C
- Online Content Development
- Expense Reports
- Multi-Unit Operations Management
Timeline
Digital Content Producer
Amazon Prime Video
01.2023 - Current
Customer Operations Specialist
Permutive Inc
11.2021 - Current
Founder & Podcast Host
The Movie Bugle
01.2020 - Current
Sales Associate
Charter Communications
05.2019 - 12.2021
Guest Service Manager
Walt Disney Travel Company
06.2017 - 10.2017
Promotions & Experience Specialist
Walt Disney Travel Company
08.2015 - 05.2017
E-Commerce Sales & Service
Walt Disney Travel Company
04.2014 - 02.2019
Associate of Arts - Business Administration And Management
Seminole State College of Florida
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