Victoria Piktelis
Communications Director
Henderson,NV
Summary
Strategic-thinking Communications professional adept at writing, editing and shaping copy to meet specific needs, enhance perception and drive change. Decisive and focused with expertise in hybrid team leadership, program management and complex problem-solving. Maintains positive online presence and promotes specific messages.
Overview
14
14
years of professional experience
Work History
COMMUNICATIONS DIRECTOR
BROOK FARM VETERINARY CENTER
01.2022 - 01.2024
- Enhanced brand visibility by developing and executing strategic communication plans.
- Streamlined internal communication processes for improved employee engagement and productivity.
- Managed crisis communications, mitigating potential damage to the company's reputation.
- Spearheaded community events and donations.
- Implemented social media strategies, boosting online presence and audience engagement.
- Developed compelling content for various channels, including impact updates, case studies, newsletters, blog posts, and presentations.
- Conducted regular competitive analyses to identify opportunities for differentiation in the marketplace.
- Championed diversity initiatives within the workplace through internal communications campaigns that fostered an inclusive culture.
- Mentored junior staff members on effective communication techniques, driving professional growth within the team.
MARKETING COORDINATOR
Brook Farm Veterinary Clinic
11.2020 - 01.2022
- Streamlined internal communication processes, resulting in more efficient project management.
- Increased customer engagement through the creation of compelling social media content and strategies.
- Enhanced brand visibility by developing and implementing targeted marketing campaigns.
- Developed comprehensive go-to-market plans, outlining target audiences, messaging strategies, tactics, timelines, budgets.
- Planned and executed internal and external marketing events.
- Boosted brand awareness with target customer demographics with social, print, and email campaigns.
- Created engaging brochures and flyers to use for promotional materials and distribution.
- Collaborated with cross-functional teams to establish successful execution of projects and campaigns.
- Managed relationships with external vendors and contractors to acquire mutually benefiting contracts and successful project delivery.
- Researched, monitored and analyzed market trends, customer insights and competitors to avail of resources and exercise strategic decisions.
- Managed workflow between staff, coordinating documents and creative material distribution.
- Developed and tracked performance indicators to measure results of marketing campaigns.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Wrote and distributed blogs, impact reports, customer satisfaction reports and quality improvement reports to increase transparency.
CUSTOMER SERVICE REPRESENTATIVE
24-7 Intouch
06.2020 - 07.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
CUSTOMER SERVICE REPRESENTATIVE
24-7 Intouch
04.2020 - 06.2020
- Provided customer support in busy call center environment for all Global English calls
- Assisted customers with setting up accounts and assisting with troubleshooting tech devices
- Resolved error codes on Amazon Fire Stick, Roku, Smart TV, cell phones, computers, laptops and tablets
- Informed customers about membership pricing, plans, policies, upcoming content, licensing and more
- Escalated fraudulent situations by following best practices and finding the right resolution
- Handled phishing attempts and secured customers profile by following company guidelines.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
CUSTOMER SERVICE REPRESENTATIVE
Sun City Garage Doors / Vegas Plumbing Service
08.2018 - 01.2020
- Manage all account payables using Excel and Quickbooks
- Manage bad debt and accounting department
- Process weekly payroll for over 30+ employees in 3 states
- Reconcile over 20+ bank and credit card accounts, rental properties, and loans each month
- Input all Purchase Orders for Plumbing and Garage in CA, NV, and AZ
- Answer incoming calls and book service appointments using Google Sheets and Discord
- Make outbound calls regarding invoices, receipts, banking transactions, and bad debt.
SOCIAL MEDIA COORDINATOR
PetFlow
07.2017 - 08.2018
- Published content and copy for Facebook, Twitter, Pinterest, and Instagram
- Enhanced online engagement with the creation of compelling content for various platforms.
- Boosted brand visibility by developing and implementing engaging social media campaigns.
- Wrote and published internal and branded blog posts using WordPress
- Coordinated all branded videos and blog posts with YouTube's #1 Dog Trainer Zak George
- Managed Good Deeds donations with animal shelters across the United States
- Led the affiliate marketing program
- Managed chat team and trained on-boarding agents to provide world class customer experiences
- Utilized multiple platforms such as ZenDesk, Slack, Inside, Google Sheets, and Excel on a multiscreen set up
- Represented PetFlow at SuperZoo trade show and helped develop the Honest Engine
- Assisted customers with orders, tracking, nutrition recommendations, and checkout.
DIGITAL SALES EXPERT
PetFlow
02.2016 - 07.2017
- Boosted digital sales by developing and executing targeted marketing campaigns.
- Collaborated with cross-functional teams to create engaging and effective content for digital platforms.
- Enhanced customer satisfaction with personalized and timely follow-up on digital inquiries.
SUPERVISOR
CVS
12.2015 - 02.2016
- Operated a cash register including cash transactions, checks, charges
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Processed photofinishing orders and always maintained customer/patient confidentiality
- Prepared damages: document counts and item numbers, seal trays
- Lead set up of in-store signage, including: shelves, displays, windows, etc.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
BOUTIQUE SALES SUPERVISOR
LINKS OF LONDON
10.2014 - 07.2015
- Boosted sales performance by implementing strategic marketing plans and maintaining strong relationships with key clients.
- Enhanced customer satisfaction by providing exceptional service, product knowledge, and personalized recommendations.
- Used grass roots marketing to create new relationships with consumers and retailers
- Trained new staff on product knowledge, cash management, world class customer service, return policies and procedures
- Responsible for maintaining daily business operations
- Set up new visual merchandising displays with props, new merchandise, and signage.
Education
Bachelor of Science - Marketing
JOHNSON & WALES UNIVERSITY
Providence05.2013
Skills
- Department Management
- Quality Assurance
- Training
- Workplace Communications
- Troubleshooting
- Strategy Development
- Policy Writing
- Social Media Management
- Team Leadership Skills
- Social Media Platforms: Instagram, TikTok, Facebook, Nextdoor, Google My Business, Yelp!
- Developing Promotions
- Document Management
- Policy Development
- Supervising Staff
- Written and Verbal Communication
- Problem-Solving Skills
- Internal communications
- Employee engagement
- Brand management
- Trade show representation
References
References available upon request
Timeline
COMMUNICATIONS DIRECTOR
BROOK FARM VETERINARY CENTER
01.2022 - 01.2024
MARKETING COORDINATOR
Brook Farm Veterinary Clinic
11.2020 - 01.2022
CUSTOMER SERVICE REPRESENTATIVE
24-7 Intouch
06.2020 - 07.2020
CUSTOMER SERVICE REPRESENTATIVE
24-7 Intouch
04.2020 - 06.2020
CUSTOMER SERVICE REPRESENTATIVE
Sun City Garage Doors / Vegas Plumbing Service
08.2018 - 01.2020
SOCIAL MEDIA COORDINATOR
PetFlow
07.2017 - 08.2018
DIGITAL SALES EXPERT
PetFlow
02.2016 - 07.2017
SUPERVISOR
CVS
12.2015 - 02.2016
BOUTIQUE SALES SUPERVISOR
LINKS OF LONDON
10.2014 - 07.2015
Bachelor of Science - Marketing
JOHNSON & WALES UNIVERSITY
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