SYMONE NELSON
Toronto,ON
Summary
Innovative professional with proven track record of driving engagement through creative strategies. Expert in developing and implementing successful campaigns to maximize ROI and bottom-line results. Skilled in crafting compelling content focused on building customer relationships and increasing conversions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Social Marketing Coordinator
Mejuri
04.2022 - Current
- Promoted to the Social Experience Team to write content and manage social accounts, boosting engagement and customer purchases
- Create and edit copy for all company social media accounts including YouTube, Twitter, Tik Tok, and Instagram
- Monitor and respond to customer product and service reviews and inquiries on platforms such as Trust Pilot, Yelp and Google reviews
- Experience with social media management platforms, such as Sprinklr, Hootsuite and Meta Business Suite
- Cross-departmental collaboration with the Communications, Community, and Marketing Teams to confirm details of upcoming events, product launches, promotions etc
- To accurately relay this information on Mejuri social media platforms
- Building weekly performance report for the Community Team that highlights core KPIs, including engagement and sentiment
- Building reports, tracking and updating metrics for the Communications Team post special events, launches and brand partnerships
- Create and implement an omnichannel strategy across social media to improve and facilitate customer interactions
- Placing orders and monitoring product availability and timely warehouse delivery of product
- Training new staff in brand voice and editing their copy before posting to the company's social media platforms.
- Increased user base by promoting brand awareness and launching key marketing efforts.
- Reviewed analytics to identify opportunities for improvement and develop strategies to maximize results.
- Collaborated with cross-functional teams to promote brand consistency across all social media channels.
- Participated in brainstorming sessions to generate creative ideas for campaigns.
- Managed budget allocation and resource utilization to maximize marketing ROI.
- Managed gifted influencer campaigns to reach and engage target audiences.
- Responded to inquiries and engaged with followers to build community and support customer engagement.
Customer Experience Coordinator
Mejuri
10.2021 - 04.2022
- Contributed to creating content macros on CRM platforms and increased process-compliant manner and daily operations efficiency in the organization
- Placed orders using Fulfil and Spree and monitored product availability and timely warehouse delivery of product
- Maintained regular communication with third-party service providers, such as FedEx, DHL, and Canada Post, to manage shipments and schedule pick-ups
- Responded to all inbound and outbound customer inquiries to build positive brand sentiment and to maintain Mejuri’s excellent customer service standards.
- Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs.
- Looked up orders, provided estimated arrival details and assisted with delivery logistics.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
Credential Examiner
World Education Services
11.2020 - 08.2021
- Evaluated documents using company metrics and policies to determine eligibility
- Managed client databases, financial data, inventory, and shipping and receiving details through accurate data entry methods
- Processed and organized large volumes of data with high efficiency
- Streamlined procedures to safeguard and organize sensitive, irreplaceable documents
- Prepared and delivered presentations to colleagues and management.
- Maintained confidentiality and security of personal information to protect customer privacy and prevent identity theft.
- Kept up-to-date with state and federal regulations to prevent errors and fraud.
- Performed data entry and other administrative tasks to keep records and files organized and accurate.
Customer Service Associate
World Education Services
10.2017 - 11.2020
- Promoted managing projects related to the annual wellness week, including concept ideation to event planning & development, sourcing vendors, handling logistics and budgets, team leading, assigning tasks, outlining contracts, managing inventory, and developing partnerships
- Addressed customer complaints in a professional and understanding manner while adhering to company standards and achieved 92% customer satisfaction
- Promoted employee learning through technical writing for training manuals.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Provided coverage for senior staff members which included office management tasks.
- Tracked and processed all applicant payments in preparation for the Payroll Team.
- Cross-trained and backed up other customer service managers.
Stag Shop | Manager
Stag Shop
07.2013 - 10.2017
- Managed marketing campaign projects by developing B2B partnerships
- Created, developed, and executed fun and creative brand experiences for the purpose of engaging customers, promoting the store and increasing sales
- Managed activation set up, live execution & tear down of in-store events
- Tracked, organized, and recorded business metrics, including monitoring project scope and deliverables
- Performed all office and operational business-related tasks, including creating and maintaining budgets, processing payroll and creating employee schedules
- Managed a team of six, responsible for recruitment and training, tracked employee metrics and held monthly one on one performance reviews.
- Managed inventory control, cash control, and store opening and closing procedures.
- Maintained safe working environment by enforcing adherence to safety and security protocols.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Created employee schedules to align coverage with forecasted demands.
- Mentored team members to enhance professional development and accountability in workplace.
- Implemented store policies and procedures to remain compliant with corporate guidelines.
- Accomplished multiple tasks within established timeframes.
- Collobarted with the Marketing Team to brainstorm ideas.
Education
Certificate - Project Management
Google Coursera
Bachelor of Arts - Psychology
York University
Toronto, ONSkills
- Management & Business: Project management, organization & recordkeeping, social media management, copywriting, technical writing, customer relationship management, KPI monitoring & strategy development, budgeting & finance, inventory management, staff oversight & training
- Technology:
- Microsoft Office Suite, Google Workspace Suite, HRIS Systems, CRM platforms, Slack, Microsoft Teams, Zoom, WordPress, Project Management Tools
- Social Media and Promotions
- Campaign Assistance
Certification
- Smart Service Certified
Hobbies
Salsa dancing. creative writing, cooking
Timeline
Social Marketing Coordinator
Mejuri
04.2022 - Current
Customer Experience Coordinator
Mejuri
10.2021 - 04.2022
Credential Examiner
World Education Services
11.2020 - 08.2021
Customer Service Associate
World Education Services
10.2017 - 11.2020
Stag Shop | Manager
Stag Shop
07.2013 - 10.2017
Certificate - Project Management
Google Coursera
Bachelor of Arts - Psychology
York University
- Smart Service Certified