Kathryn Garcia: Team Lead - Marketing Lifecyle

- Customer Lifecycle Journey - designed email & text campaigns for multiple strategic accounts - Customer Journey Mapping - involved with all major touchpoints for strategic accounts from prospect to loyal company promoter - In charge of creating, drafting and documenting SOPs for cross-department training - Hired, trained and developed team which specialized in marketing content and customer loyalty - Editor and copywriter of 50+ articles in Knowledge Centered Support database for Frederick: The Automated Marketing Platform

- Owner of strategy and analysis for customer retention resulting in churn reduction by 5% year over year - Crafted customer facing articles and posts about new software features and updates - Implemented Proactive Customer Outreach solution as well as Churn Defense program for at-risk clients - Account Manager - onboarded customers with software and consulted on marketing strategy - Instructed several L1 support teams (Booker and MINDBODY) on core fundamentals of Frederick software, marketing drip campaign maximization and troubleshooting techniques - Experience with Zendesk, Hubspot, Microsoft Word/Excel/Powerpoint and Oracle

- Provided excellent customer support to clients via phone/chat/email support - One of the top performing representatives in exceeding 30+calls/50+emails taken daily - Experience in Salesforce and Slack