Suman Dhillon
Ceres,CA
Summary
Dynamic, results-driven leader in Customer Relations and Digital Marketing with over 13 years of experience dedicated to enhancing loyalty, retention, and customer experience across the automotive and hospitality sectors. Expertise in leveraging CRM systems, analytics, and multi-channel campaigns to drive impactful outcomes, successfully managing satisfaction and marketing programs for more than 8 years. Proven ability to translate data into actionable strategies while aligning teams around customer-centric goals. Strong foundation in hospitality initiated at Olive Garden, training over 50 team members and delivering exceptional service to more than 100 guests per shift, establishing effective leadership in customer experience initiatives.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Relations & Digital Marketing Manager
Turlock Chrysler Dodge Jeep Ram
Turlock, CA
03.2017 - Current
- Developed and executed comprehensive digital marketing strategies to boost brand awareness and customer engagement.
- Managed social media campaigns across multiple platforms, enhancing audience reach and interaction.
- Analyzed website traffic and user behavior using Google Analytics, optimizing digital content for improved performance.
- Collaborated with sales team to align marketing initiatives with business objectives, driving lead generation efforts.
- Oversaw email marketing campaigns, segmenting audiences to increase open rates and conversions.
- Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
- Developed and implemented successful digital marketing campaigns to drive customer engagement and increase brand awareness by increasing website traffic by 47%.
Customer Service Professional & Trainer
Olive Garden
Turlock, CA
08.2012 - 03.2017
- Delivered exceptional customer service, resolving inquiries and complaints efficiently.
- Trained and mentored 50+ new staff on operational procedures and customer engagement techniques.
- Implemented process improvements to enhance service speed and quality.
- Collaborated with team members to maintain high standards of cleanliness and organization in dining areas.
- Utilized point-of-sale system to process transactions accurately, ensuring smooth checkout experiences.
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Served 100+ customers every day with positive attitude and focus on customer satisfaction.
Education
Certificate - Google Digital Marketing & E-commerce
Coursera, Google
Online09-2023
Degree - Philosophy
California State University, Stanislaus
Turlock, CA05-2013
Degree - Paralegal Studies
California State University, Stanislaus
Merced, CA05-2008
Skills
- Excellent communication skills
- Strong organizational skills and close attention to detail
- Highly creative and great at problem-solving
- Eager to learn and grow
- Digital marketing
- Social media management
- Content marketing strategy
- Email marketing campaigns
- Google analytics proficiency
- Content development
- Web analytics
- Client relationship management
Accomplishments
- Documented and resolved Sales & Service Customer issues which led to Higher Customer satisfaction ratings
- Achieved Higher Customer Survey response rates through effectively helping sales team follow up with customer after vehicle sales
- Achieved higher Google ratings on Dealership's Google my Business page by introducing QR Scans for Customers to share their positive feedback of dealership experience
- Overhauled business pages on Facebook & Google My Business page increasing site visits [67]% and new visitor hits 82%.
Certification
- State of CA Salesperson License #S862520 - Exp 03/29
Languages
Punjabi
Hindi
Urdu
Timeline
Customer Relations & Digital Marketing Manager
Turlock Chrysler Dodge Jeep Ram
03.2017 - Current
Customer Service Professional & Trainer
Olive Garden
08.2012 - 03.2017
Certificate - Google Digital Marketing & E-commerce
Coursera, Google
Degree - Philosophy
California State University, Stanislaus
Degree - Paralegal Studies
California State University, Stanislaus