alexandragg

Crafted and published 20+ SEO-optimized articles, leading to a significant five-position surge in search engine rankings, driving a notable 1.7% increase in blog readership and click-through rate. Executed updates to the privacy policy and terms of service via Webflow, collaborating closely with developers to optimize the website layout and increase user engagement by 30. Led email marketing strategies, created templates with Flodesk, and handled database updates. Designed push notification strategies for user engagement and collaborated with outsourced designers for app store visuals. Orchestrated the production of branded merchandise and oversaw the visual content creation with outsourced designers for promotional purposes. Spearheaded the development and optimization of Google Search rankings, elevating our score from 18 to 96-98 within three weeks through strategic SEO practices. Designed the entire workflow of content creation, from initial drafts to final implementation, across various digital platforms including website wireframes and screen copy. Developed and executed a comprehensive email marketing campaign, including situational email blasts and the creation of custom templates, significantly enhancing user engagement and communication efficiency.

Led and directed the customer support team of 6, enhancing service quality and community engagement. Initiated a comprehensive training program and developed a multilingual knowledge base that reduced customer inquiry resolution time by 76%. Implemented automated, self-service ticket triage processes that reduced ticket volumes by 60%. Established daily, weekly, and monthly community engagement activities, significantly growing community involvement and user engagement. Authored over 200 English technical support and FAQ articles, leading to a 60% decrease in overall ticket volume by enabling customers to resolve issues independently. Developed and implemented an automated, self-service triage process, reducing the volume of tickets requiring team member intervention by 60%, thereby streamlining operations and improving response times. Drastically decreased First Response Time (FRT) three-fold, significantly enhancing customer satisfaction and efficiency. Constructed a comprehensive repository of 200+ frequently asked questions and technical support articles from scratch, effectively halving the time required to respond to customer queries. Tripled the number of active community members through strategic community engagement initiatives, including daily, weekly, and monthly virtual events such as AMA sessions, sports activities, giveaways, and contests. Orchestrated over 80 online community engagement events in approximately six months, fostering strong community bonds and enhancing user involvement. Developed detailed customer journey maps, identifying key areas for improvement in the customer experience and implementing strategic enhancements for the top 1 company’s product. Coached a newly assembled team of customer support agents within three weeks, promoting excellence in customer service and ensuring high-quality support. Provided comprehensive training to 22 community managers, established a robust internal repository of knowledge, and formulated a distinct Tone of Voice to ensure consistency across communications. Implemented and managed a localization process for the knowledge base, making it accessible in eight additional languages, thereby expanding global reach and inclusivity.

Created custom reports using SQL and R, handling millions of rows of data to provide clients with precise and actionable insights, resulting in making 10% of additional revenue in 2 months.. Troubleshoot technical issues with REST API using Postman and Kibana to analyze data, significantly improving system reliability and partner satisfaction. Assisted in the integration of CRM solutions into third-party platforms, enhancing the functionality and versatility of the software. Automated basic reports by scripting in R, reducing manual effort and increasing the efficiency of report generation. Optimized client support operations by resolving 50+ technical inquiries weekly through Zendesk ticket system; achieved a 65% first-contact resolution rate, reducing response time by 40%. Played a key role in identifying, replicating, and escalating product issues and bugs to the Development team, ensuring comprehensive tracking and resolution of each partner's concerns. Contributed to the development of email templates and the setup of sales and marketing funnels, as well as integrating the software into cash registers, thereby streamlining the client's sales processes. Authored FAQ articles and instructions, enriching the knowledge base and aiding clients in self-service troubleshooting.