MY CAREER IN A NUTSHELL
I've held roles in Customer Care and Digital Marketing where my knack for communication was always an advantage. If you've got something to say, I'd love to analyze your audience and figure out the best way to say it. Scroll through the experiences I've had and the skills I've acquired.
CONTENT WRITER, ALTRIA ISRAEL, LTD
Apr 2016 - Feb 2019 (2 yrs 10 mos)
Provided copy for over 100 email campaigns ranging from transactional to promotional focusing on both acquisition and retention. Maintained website copy across multiple brands including digital ad copy, banners, landing pages, newsletters, and lifestyle articles. Managed our customer-facing Knowledge Base.
Customer Journey Mapping
LEAD TRAINER, ALTRIA ISRAEL, LTD
Nov 2014 - Mar 2016 (1 yr 5 mos)
Developed training materials for on-boarding new agents and refresher courses on our systems and processes. Led over 100 training sessions on soft and hard Customer Care skills and internal systems for agents of a StellaService award-winning Customer Care team. On-boarded over 50 agents including the founding classes of a new call center in Las Vegas.
Customer Care Expertise
RISK MANAGEMENT SPECIALIST, ALTRIA ISRAEL, LTD
Jan 2014 - Oct 2014 (10 mos)
Used MaxMind and other risk assessment tools to analyze e-commerce orders for potential fraud. Navigated through our payment processor and internal systems to cancel risky orders and process refunds. Created and processed shipping labels for returns and recycling. Developed process for tracking and completing the various tasks on our team.
High Attention to Detail
CUSTOMER CARE SPECIALIST, ALTRIA ISRAEL, LTD
Jun 2013 - Jan 2014 (8 mos)
Provided high-touch customer service with in-depth knowledge of a highly regulated and somewhat technical product. Made soft sales and processed customer requests for returns, replacements, and refunds. 2x winner of department sales competition, 2x winner of "Agent of the Month".
Email and Phone Support
MY NEXT CHALLENGE, THIS COULD BE YOU!
February 2019 - Endless Possibility
I am currently seeking my next challenge or opportunity in the marketing space. I have a passion for the written word but I am also open to stretch opportunities where creative writing is a component. If you are looking for someone charismatic and detail-oriented with a flair for making even simple things exciting, I'm your guy! Looking forward to hearing from you.