Summary
Overview
Work History
Education
Skills
Certification
Hobbies
Timeline
Generic

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, ON

Skills

  • 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

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SYMONE NELSON