Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Stephanie Franklin

Medinah,IL

Summary

Goal-oriented Client Success Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to bring 10 years of experience and take on a challenging new role.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Truck Dispatcher

Kobra Mobile Inc,
03.2019 - 02.2023
  • Monitored and tracked status of shipments in transit to confirm on-time delivery.
  • Created delivery routes and optimized plans for traffic, road conditions, and other factors.
  • Coordinated driver dispatch to accomplish daily delivery requirements.
  • Built professional relationships with new customers and cultivated existing ones through active listening and intelligent open-ended questioning.
  • Updated vehicle logs, cargo records, and billing statements with accuracy and efficiency.
  • Handled incoming calls and emails from customers regarding issues with deliveries.
  • Worked closely with customers to effectively resolve issues and complaints.
  • Reviewed paperwork and contracts prior to dispatching crew members to support accuracy and clarify understanding of details.
  • Oversaw and enforced compliance with all safety regulations and DOT regulations.
  • Communicated with customers to provide delivery updates and resolution.
  • Utilized dispatch software to enter customer orders, deliveries and receipts.

Client Success Manager

SEO Clarity
10.2016 - 12.2017
  • Maintained high level of understanding regarding industry trends, legislation, compliance and competitor activity.
  • Reached out to accounts regularly to check on needs, understanding business operations and offer services.
  • Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
  • Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
  • Performed troubleshooting of software and hardware to resolve issues and escalated situations to technical department.
  • Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
  • Contributed to design and implementation of product updates and service transformations based on feedback from customers and frontline knowledge.
  • Attended networking events to meet new prospects and expand business opportunities through partnerships.
  • Developed marketing campaigns to enhance clients' return on investment.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Generated reports and communicated results to stakeholders to provide insights into customer success.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Digital Marketing Manager

American Roof Preservers
05.2014 - 09.2016
  • Monitored trends in digital marketing landscape and adjusted strategies accordingly.
  • Developed and implemented successful digital marketing campaigns to drive customer engagement and increase brand awareness.
  • Developed marketing content such as blogs, promotional materials, and advertisements for social media.
  • Improved page content, keyword relevancy, and branding to achieve search engine optimization goals.
  • Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
  • Tracked and capitalized on emerging industry trends to boost campaign performance.
  • Developed and executed A/B testing strategies to optimize campaign performance.
  • Launched successful digital marketing campaigns that achieved goals for increased website traffic.
  • Created and managed social media campaigns to increase brand engagement.
  • Coordinated with design and media teams to develop high-quality creative assets.
  • Improved website visibility through development and implementation of SEO strategies.
  • Optimized email campaigns to increase open and click-through rates.
  • Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
  • Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
  • Continually maintained and improved company's reputation and positive image in markets served.
  • Captured new customers by optimizing business strategies and launching products to diversify offerings.
  • Wrote and distributed press releases to increase brand visibility.
  • Developed creative presentations, trend reports, kitted assets, and product data sheets.

Digital Marketing Analyst

Dealer Spike RV
02.2011 - 04.2014
  • Initiated market research studies and analyzed findings.
  • Measured and evaluated brand digital performance to present weekly findings to management.
  • Analyzed website data such as traffic, interactions, conversions and goals to find areas of improvement.
  • Strengthened brand communication with in-depth analyses of competitors, market and economic changes.
  • Led 16-person cross-departmental staff to develop and execute all digital and social marketing initiatives.
  • Used Google Analytics and Kissmetrics to identify behavioral patterns and trends in data.
  • Maintained in-depth understanding of industry practices and trends to best promote products.
  • Led projects to redesign web pages, diversify strategies and revitalize social media presence.
  • Devised effective link-building campaigns to increase website authority and visibility.
  • Designed paid client ads for use on diverse social media platforms.
  • A-B tested ad campaigns to optimize performance and drive improved ROI.
  • Completed keyword research and analyzed competitor SEO and PPC campaigns to identify gaps and opportunities.
  • Conducted market research and competitor analysis to inform search marketing strategies.
  • Implemented pay-per-click campaigns to increase website traffic and conversions.
  • Helped clients develop website portals and social media pages to promote businesses.
  • Collaborated with designers, copywriters and developers, creating effective search marketing campaigns.

Education

Bachelor of Science - Marketing

University of Oregon
Eugene, OR
05.2007

Skills

  • Growth Strategies
  • Sales Expertise
  • ROI Understanding
  • Customer Account Management
  • Stakeholder Relationships
  • Key Performance Indicators
  • Data Analytics
  • Business Operations Knowledge
  • Client Engagement
  • Client Education
  • Project Management
  • Client Renewals and Prospecting

Certification

  • Google Analytics Certification - 2014 to present
  • Google AdWords Certification - 2014 to present
  • SEO Clarity Training Certification - 2017
  • Adobe Certified Professional - 2017
  • Azure Developer Certification - 2015
  • Zend PHP Certification - 2015
  • Kissmetrics Ecommerce Analytics Certification - 2015
  • PMI Agile Certified Practitioner - 2014

Timeline

Truck Dispatcher

Kobra Mobile Inc,
03.2019 - 02.2023

Client Success Manager

SEO Clarity
10.2016 - 12.2017

Digital Marketing Manager

American Roof Preservers
05.2014 - 09.2016

Digital Marketing Analyst

Dealer Spike RV
02.2011 - 04.2014

Bachelor of Science - Marketing

University of Oregon

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