Keon Wallace
Customer Support Specialist
Atlanta,GA
Summary
Results-driven, self-motivated, and adaptable Marketing Specialist with over five years of experience creating and publishing content, managing multiple client accounts, helping with creating company workflows and using several platforms including Adobe, Canva, and final cut pro to get the job done. Expertise in technology and real estate industries. Possess strong interpersonal skills, superb communication skills, excellent problem-solving skills, and a significant ability to lead and manage a team of people.
Focused on building fantastic customer relationships, working to identify their needs, quickly resolving issues, and making sure business needs are met.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Real Estate Agent
Keller Williams Realty Peachtree
12.2018 - Current
- Responsible for managing 100+ accounts in the real estate industry while ensuring quality service
- Led the renewal and expansion efforts for customer portfolio which resulted in a 39% increase in annual revenue
- Increased annual subscription efforts to the CRM platform which resulted in a higher retention rate each year
- Performed client onboarding and continued communication through the client lifecycle
- Used digital marketing efforts to prospect future clients
- (Social media marketing, google ads, Facebook ads, and analytics)
- Promptly respond to customer inquiries in person or via phone, email, mail, or social media
- Focused on partnering with other industry professionals which increased reach on social media
- Maintained financial accounts and kept a separate budget for marketing efforts
- Increased customer base by 30% during the year 2019 due to the delivery of quick service
- Did 36 hours of continued education each year to stay on top of laws and regulations in an every changing industry
- Developed new filing and organizational practices, saving the company $3,000 per year in contracted labor expenses
Founder
Relentless Collection, LLC
Atlanta, GA
08.2019 - 03.2022
- Created the domain, the website (using the Shopify platform) and managed all transactions, customer support, and fine-tuned as it was needed.
- Maintained customer relationships through CRM platforms (Mailchimp, Klaviyo)
- Provided IT support to customers through desk-side support services.
- Worked with customers to understand needs and provide excellent service.
- Prepared a variety of different written communications, reports, and documents.
- Maintained working knowledge of company products, services, and promotions.
- Open to learning new practices to keep the shop on top of mind
- Oversaw marketing efforts watching analytics closely via insights as well as Google Analytics
- Managed all social media platforms (Instagram, TikTok, and FB) all while creating innovative and original content. (canva)
Marketing Specialist
Six Flags
, Georgia
06.2013 - 08.2018
- Developed and improved the capabilities of the sales representative team over the course of five years
- Received 97% satisfaction rating from customers after completed sponsorship activities
- Exhibited strong organizational, managerial, and personal skills to successfully communicate and negotiate with internal and external customers
- Managed customer relationships and became a trusted advisor
- Worked to ensure customer satisfaction with the product by anticipating customer needs, understanding the overall vision of their company, and helping stakeholders achieve success through the platform
- Kept records of customer interactions, processed customer accounts, and file documents
- Collaborated with the team to quickly resolve customer complaints with the appropriate action
- Used digital marketing efforts to use content created at events to reach the specific demographic for the company
- Analyzed insights on google, instagram, and tiktok to ensure content was reaching the correct audience and growing in an upwards direction
- Purchased and maintained office supply inventories while being careful to adhere to budgeting practices
- Effectively managed approximately 100+ contacts and updated the CRM on a daily basis
Education
BBA - Marketing
Georgia State University
Atlanta, GA 08.2016 - Current
Skills
Skilled in Google Ads, Google analytics, and data following
Experienced using CRM’s (Mailchimp, Klaviyo)
Excellent communication skill with a focus on team-building and customer relations
Outstanding organizational, multitasking, and problem-solving abilitiesShopify platform knowledge
Certification
Licensed Real Estate Salesperson
Hobbies
I am definitely a creative at heart- I love to sing, paint, and do activities that allow me to be as creative as possible. I've used this creativity to complete various contracts over the last few years which included social media management, website design, and content creation. I loved it.
I also work within my mom's non-profit Amplelife Financial Strategies which focuses on educating minority communities and equipping them with the ability to become financially literate. We've put various little libraries in the community of Benton Harbor, Michigan, and have also given a free homebuyer's seminar where over 5 participants have since become homeowners. AMAZING, right?
Timeline
Founder
Relentless Collection, LLC
08.2019 - 03.2022
Licensed Real Estate Salesperson
12-2018
Real Estate Agent
Keller Williams Realty Peachtree
12.2018 - Current
BBA - Marketing
Georgia State University
08.2016 - Current
Marketing Specialist
Six Flags
06.2013 - 08.2018