NIYOKIA HINES

[On Consultation ]

• Coached management team of four (4) on effective communication tactics with staff and customers regarding event execution.
• Developed new branding strategies and marketing collateral to foster business development and achieve revenue targets.
• Managed relationships with key industry partners and implemented promotional initiatives to maximize marketing program performance.
• Worked with communications team to drive internal promotion of company programs, initiatives, guiding principles and mission.

• Created and deployed monthly social media content, engaged with target audiences and boosted reach with strategic ad placements.
• Developed digital marketing strategies by creating and implementing plans to reach and engage target audiences.
• Created customized marketing materials to increase product awareness.
• Collaborated with designers, copywriters and developers, creating effective display marketing campaigns.
• Collaborated with Radio & TV production teams to facilitate smooth operations for hybrid events.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Cross-trained 3-6 existing department staff to maximize team agility and performance.

• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Developed successful strategic sales plans, balancing company demands, customer knowledge, and competitor expertise to differentiate products and maximize revenue
• Collaborate with cross-functional teams to address and resolve client inquiries and concerns in a timely and efficient manner
• Established and maintained strong client relationships, including with senior-level Client(s) responsible for the development of advertising programs, and initiated regular communication to ensure expectations are met.
• Write and communicate briefs for use by internal teams and external partners that distill customer insights, business objectives, and success criteria into actionable creative development
• Attended monthly marketing/advertising meetings
• Coordinated 2-4 monthly client check-ins & distributed service reports after each meeting to appropriate Client personnel

• Customer service representative, sales associate & Team Lead (Supervisor)
• Fielded incoming calls and communicated using positive language positioning & empathy with callers
• Leveraged innovative sales techniques to meet or exceed monthly sales quotas, using upgrade or upsell functionalities via phone
• Provided primary customer support to internal and external customers
• Supervised multi-functional teams and provided coaching and development to employees
• Created weekly and monthly reports as well as conducted needs analysis
• Created action plans and ensured effective execution of plans
• Managed escalated customer issues & assisted customers with advanced trouble-shooting needs
• Maintained customer satisfaction with forward-thinking strategies focused on closing agent knowledge & skills gaps
• Managed teams of 16-18 employees, while working with hiring departments to onboard and provide refresher trainings.
• Overseen on-the-job training and professional growth of employees