Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Peyden Edwards

Pflugerville,Texas

Summary

As an experienced Customer Service Representative specializing in SEO/SEM/CRM with over 10 years in the field, I pride myself on my ability to build and maintain positive relationships with clients.

I am a self-driven individual who is always willing to go the extra mile to provide excellent service to customers. Dedicated to delivering and exceeding productivity targets and maintain current knowledge of company offerings. I am very passionate about promoting lasting customer satisfaction. In an ever changing technological world, I am a savvy expert experienced in trouble shooting computer hardware and software issues.

Overview

10
10
years of professional experience

Work History

Remote Customer Support Specialist

OJO LABS INC.
01.2020 - 01.2023
  • Supported multiple line of businesses & products by publishing websites in real time using the OJO CRM.
  • Worked closely with Realtors via phone / email / chat to establish the best way to maintain a steady lead flow.
  • General use of SEO/SEM and best practices.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Received top performer & published positive Google / Yelp reviews received by clients.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

TORCHX Customer Service Specialist

Yodle
12.2017 - 01.2020
  • I worked closely with Real Estate Agents by receiving inbound calls to create their own personal website.
  • Enhanced website organic traffic by implementing data-driven SEO strategies and keyword optimization.
  • Increased search engine rankings for target keywords through on-page and off-page optimization techniques specifically for Realtors.
  • Optimized website content by conducting comprehensive competitor analysis and identifying opportunities for improvement.
  • Streamlined technical SEO aspects, including site architecture, metadata, and canonicalization issues, to improve crawlability and indexation.
  • Boosted customer engagement with the creation of high-quality, shareable content that adheres to SEO best practices.
  • Collaborated with cross-functional teams to develop a cohesive digital marketing strategy incorporating SEO principles.
  • Analyzed website performance using Google Analytics and other tools to identify areas requiring optimization efforts.
  • Conducted thorough keyword research using industry-standard tools to identify high-potential phrases for content development.
  • Improved user experience with mobile-first design principles and page speed optimizations, reducing bounce rates and increasing session durations.
  • Developed targeted link-building campaigns to drive relevant referral traffic and improve domain authority.
  • Stayed abreast of industry trends, algorithm updates, and best practices to ensure continued success in search engine visibility.
  • Managed local SEO efforts by optimizing business directory listings, encouraging customer reviews, and ensuring consistent NAP information across platforms.
  • Audited e-commerce product pages for proper keyword usage, title tags, meta descriptions, and URL structure to optimize search engine performance.
  • Conducted regular website audits using crawling tools like Screaming Frog and Sitebulb to identify potential technical issues affecting SEO performance.
  • Provided clear and concise reports on SEO progress to stakeholders, including recommendations for future strategies and tactics to maintain a competitive edge in the digital landscape.
  • Tracked, reported and analyzed website analytics to drive strategy and improve user experience.
  • Collaborated with content team to develop high-quality, SEO-friendly articles that engaged readers and drove organic search traffic.

Lighthouse Client Service Representative

YODLE
12.2017 - 01.2020
  • Worked closely with high level clients such as doctors/treatment coordinators in dental community to educate on the use of the Lighthouse CRM via phone / chat / email.
  • Received inbound calls regarding a wide variety of topics that range from social media marketing tips, to creating a more user friendly website to communicate to their clientele base.
  • Collaborated with cross-functional teams to develop strategies for customer acquisition, retention, and loyalty programs.
  • Enhanced CRM system efficiency by streamlining data entry processes and improving overall data quality.
  • Optimized customer segmentation for targeted marketing campaigns, leading to increased customer engagement and sales.
  • Implemented CRM best practices to enhance user adoption, driving increased productivity and better utilization of resources.
  • Evaluated CRM software options and provided recommendations based on company needs, ultimately leading to a successful implementation.
  • Improved customer satisfaction rates by implementing automated follow-up processes within the CRM system, allowing timely responses to inquiries or concerns.
  • Contributed to higher lead conversion rates by optimizing lead assignment rules based on historical performance metrics within the CRM system.
  • Enhanced the user experience for both internal and external stakeholders through continuous evaluation and improvement of CRM processes, ultimately resulting in smoother interactions and improved satisfaction levels.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Created dashboards to monitor and track key performance indicators.
  • Developed complex dashboard and reporting tools to track business performance metrics.

Customer Success Specialist

YODLE
04.2014 - 12.2017
  • I received inbound calls from small, to medium business owners, looking for assistance on building a better web presence online.
  • Educated end users on CRM software and assist with capturing larger audience customers using Google, Bing, & Yahoo.
  • Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
  • Recognized as top performer, consistently meeting or exceeding key performance metrics for the department to include the ability to Up - Sale.
  • Boosted customer retention rates through proactive communication and building strong relationships.
  • Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.

Customer Success Specialist

BLACKBOARD STUDENT SERVICES
08.2012 - 05.2013
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Effectively and efficiently manage ticket queues to comply with current Service Level Agreement guidelines
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.
  • Supported Professors as well as students worldwide with online platforms used to submit and complete college assignments/exams.
  • Troubleshooted software such as browsers interface to create a faster speed.

Education

COLLIN COUNTY COMMUNITY COLLEGE

Computer Engineering/General Studies

CENTRAL TEXAS COLLEGE
01.2009

KILLEEN HIGH SCHOOL
01.2007

Skills

  • SEO/SEM/CRM expert 10 years
  • Account Management
  • Salesforce
  • SLA
  • Marketing Strategy
  • Web Development
  • Internet/Marketing
  • Online Advertising
  • Planning and Coordination

Supplier Audits

  • Strong organizational skills with excellent oral and written communication
  • Highly skilled in the use of computers and software

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide and also Google Reviews from clients.
  • Exceeded monthly quota 2 years consecutively.

Timeline

Remote Customer Support Specialist

OJO LABS INC.
01.2020 - 01.2023

TORCHX Customer Service Specialist

Yodle
12.2017 - 01.2020

Lighthouse Client Service Representative

YODLE
12.2017 - 01.2020

Customer Success Specialist

YODLE
04.2014 - 12.2017

Customer Success Specialist

BLACKBOARD STUDENT SERVICES
08.2012 - 05.2013

COLLIN COUNTY COMMUNITY COLLEGE

Computer Engineering/General Studies

CENTRAL TEXAS COLLEGE

KILLEEN HIGH SCHOOL

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