Digital Content Administrator
Extu
Total years of experience :11 years, 9 Months
- Supervised the organization and meticulous tagging of assets in Brandfolder and Contentstack.
- Executes comprehensive surveys as a content producer.
- Manages survey templates and efficiently selects winners.
- Administers company-wide accounts for Brandfolder and Contentstack tools.
WINS:
- Enhanced Alchemer survey form productivity by 20% through the creation of a personalized guide.
- Took initiative to write metadata and survey content, reducing Content Writer workload by 10%.
- Managed partner accounts and campaign scheduling using Salesforce tool.
- Proficiently handled asset management for customer content requests through Photoshop and Brandfolder.
- Systematically managed monthly released campaigns using PartnerReach tool.
WINS:
- Directed the development of a comprehensive tool reference guide for the Partner Coordinator department, resulting in accelerated onboarding procedures for new personnel.
- Provided passengers with detailed guidance on airport departure, arrival, and transit procedures, ensuring smooth and efficient travel experiences and mitigating concerns regarding flight schedules.
- Coordinated assistance and liaised with authorities during passenger screenings, demonstrating a proactive approach to escalate for thorough checks when warranted.
WINS:
- Consistently appointed as Assistant Group Leader, overseeing a team in information and security roles.
- Demonstrated exceptional interpersonal skills when assisting passengers, fostering positive and reassuring airport interactions.
- Elevated to the role of Lost & Found team member based on demonstrated reliability and attention to detail, entrusted with the pivotal responsibility of receiving, documenting, and managing lost items within the airport environment.
- Led the customization of product recommendations to align with individual customer preferences, resulting in a notable increase in product sales.
- Demonstrated strong multitasking abilities by efficiently managing 2-3 simultaneous sales inquiry chats.
- Proficiently addressed sales inquiries and skillfully transferred chats to the appropriate department when technical issues arose.
- Achieved a consistent average of 92% in Key Performance Indicators (KPIs), including Quality, Average Handling Time (AHT), Service Level Agreement (SLA) compliance, and customer satisfaction surveys.
- Crafted personalized email responses tailored to each customer, ensuring comprehensive addressing of their inquiries and fostering a sense of being heard.
- Temporarily appointed as a Subject Matter Expert (SME) for new team members, providing guidance in email composition and proofreading to maintain quality standards and streamline onboarding processes.
- Provided technical support to customers of a leading Internet Service Provider through proficient handling of inbound calls, incorporating active listening techniques to effectively multitask and note critical information in customer accounts.
- Received mentorship from the Team Manager, leveraging rapport-building techniques to refine interpersonal skills and enhance overall effectiveness.
- Offered supplementary support for billing inquiries, efficiently transferring customers to the appropriate department for further assistance and ensuring comprehensive resolution.
- Conducted outbound calls to prospective customers across diverse industries in Asia, EMEA, and ANZ regions, effectively expanding the company's reach.
- Demonstrated consistent overachievement of daily, weekly, and monthly quotas, surpassing targets by 110%.
- Ranked among the top 2 lead generators for the company from 2013 to 2014, showcasing exceptional performance and contribution to organizational growth.
- Developed robust interpersonal skills through adept communication with clients spanning various countries, fostering strong professional relationships and facilitating successful business interactions.
- Enhanced data entry skills, increasing typing speed from an average of 70 to 90 words per minute with 90% accuracy, demonstrating continuous improvement and proficiency in handling tasks efficiently.
- Oversaw stock consolidation activities during the initial phase of shifts, ensuring streamlined operations and optimal inventory management.
- Implemented systematic organization techniques to efficiently manage documents, meticulously filing them into designated folders for easy retrieval and reference, contributing to enhanced workflow efficiency and organization.
- Proactively initiated outbound communication campaigns targeting North American customers, demonstrating initiative and strategic approach to customer outreach.
- Effectively communicated the value propositions of pharmaceutical products and prescription medications, leveraging industry knowledge and persuasive skills to articulate benefits and address customer concerns.
- Utilized effective communication strategies to engage and educate prospective clients, emphasizing tailored solutions and benefits aligned with their individual needs and preferences.
