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Work Background
BrightspeedCustomer Lifecycle Specialist
Aug. 2024Manages and optimizes the end-to-end customer experience by owning all transactional and regulatory communications for Brightspeed. Drives system improvements, ensures compliance, and leads cross-functional efforts to define the customer journey for product launches and decommissioning.
Key Accomplishments:
• Owned and optimized all transactional and regulatory customer communications, ensuring compliance and creating and maintaining a centralized repository.
• Drove system improvements and collaborated cross-functionally to design the customer experience for both new product launches and product decommissioning.
• Developed and executed strategies for customer experience optimization, supported by comprehensive documentation and engaging copy.
Illinois Bone & Joint InstituteJunior Marketing Manager
Aug. 2020 - Aug. 2024Chicago, Illinois, United StatesManaged Fitness & Health Division marketing by developing and executing a cohesive marketing plan while collaborating with sales and management teams. And worked as a part of the central business office digital marketing team. Key Accomplishments: Created and executed a consistent and cohesive marketing plan around social media, both organic and paid Systematized the lead generation and nurture process (from marketing to sales to retention) Supported marketing efforts for three locations and over 50 staff Worked with a team to develop and launch a new website for Health Performance Institute Managed and developed a strategy to improve local SEO for Google My Business pages for over 160 doctors and over 100 locations Managed and analyzed a system to collect patient and client reviews
Collegiate Marketing, Inc.Creative Director
Jun. 2018 - Jun. 2020Urbana-Champaign, Illinois AreaWorked with the management team and marketing team to create a cohesive brand and messaging. Key Accomplishments: Designed sales tools with a cohesive brand voice (business cards, brochures, whiteboard videos, proposal templates, and email marketing templates) Redesigned marketing tools (social media, student brochures, digital materials, emails templates) Worked as part of the inside sales team to network with schools and generate leads for sales
Jimmy John'sSocial Media Manager
Jul. 2015 - Mar. 2018Urbana-Champaign, Illinois AreaWorked with a team to develop content that maintained brand voice and respond to and manage all incoming customer interactions. Key Accomplishments: Brainstormed and executed on trending and relevant content for all social media platforms Created and implemented a system for responding to and analyzing reputation management (reviews) Developed campaigns around promotions that still maintained brand voice Successfully navigated crisis reputation management Acted in a Jimmy John’s commercial
Jimmy John'sMarketing Intern
Jun. 2014 - May. 2015Assisting Marketing Director with duties Created a Spanish Menu Helped to plan and execute special events
Jimmy John'sSales Associate
Aug. 2012 - May. 2015
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