Marilyn Jenniefer

• Developed systems and procedures to improve operational quality and team efficiency.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Developed and maintained relationships with external vendors and suppliers.
• Analyzed and reported on key performance metrics to senior management.
• Developed and implemented strategies to maximize customer satisfaction.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Trained new employees on proper protocols and customer service standards.
• Trained and guided team members to maintain high productivity and performance metrics.
• Assisted in recruiting, hiring and training of team members.
• Interacted well with customers to build connections and nurture relationships.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Observed each employee's individual strengths and initiated a mentoring program to improve areas of weakness.
• Initiating PIP and PAP to track and achieve goals for employees by closely monitoring progress and performance.
• Reported issues to higher management with great detail.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Creating a bridge plan as per client requirement and set the action plan against the goal.

• Engaging and responding to customers on social networking platforms such as Facebook and Twitter.
• Utilizing SMaC listening tool, Sprinklr, to listen to and assess different customer posts and conversations.
• Proficiency in Adding, managing dashboard widgets, and creating SLA Reports, manage listening alerts and user groups.
• Creating Rule Engines and macros for dashboards to segregate posts based on Client requirement.
• Case Management study on Sprinklr.
• Competitive Analysis using Sprinklr Data.
• Sprinklr Reporting.
• Project management and execution ownership of resolution of unresolved issues voiced by customers in SMaC, including proactive personal resolutions to delight customers.
• Responding and coordinating resolution with internal Dell’s resolver group. Responsible for important day to day tasks e.g., Issue containment, Public Statements on SM sites, close loop with customer upon resolution.
• Collaborations with backend teams towards issue identification & escalation on process gaps as a SME for social media interactions.
• Supporting all Global Consumer Small Medium Business teams. Collaborating and working with multiple cross-functional partners between Sales, Care, and Tech to achieve timely identification of a potential problems and effective resolutions and multi-task to manage both tactical and strategic work streams.
• Responding and coordinating resolution with internal Dell’s resolver group. Responsible for important day to day tasks e.g. Issue containment, Public Statements on SM sites, close loop with customer upon resolution.
• Collaborations with backend teams towards issue identification & escalation on process gaps as a SME for social media interactions.
• Supporting all Global Consumer Small Medium Business teams. Collaborating and working with multiple cross-functional partners between Sales, Care, and Tech to achieve timely identification of a potential problems and effective resolutions streams.

• Leading hands-on creation and monitoring of Social Media content, publishing, online conversations across social networking platforms including Facebook, Twitter, Wretch/ Digu, Weibo, Tencent Weibo, Google+, Myspace, Sonico for 21 countries and 43 social sites.
• Planning and execution of monthly and quarterly Editorial, Marketing and Content calendar for each country.
• Prepare monthly, quarterly, and yearly reports using Google Analytics, Facebook insights and Hootsuite. Also create reports and templates using Smart Site tool. Analyze performance of the brand on social media using various analytic tools including Google Analytics.
• Develop social media engagement metrics, using tool such as Hoot Suite.
• Vendor relationship coordination and management to ensure effective and timely execution of creative, powerful social media assets to support marketing activities and brand awareness.
• Analyze, monitor and report brand promotional activity on social networking channels and other online social communities.
• Consistently monitor competitor’s activities to be aware of market changes and stay in trend. Also monitor ongoing social conversations to identify and implement "real time" opportunities.
• Analyze and interpret data to generate incentive reports and present findings and recommendations.
• Conduct Secondary Research by studying various online panel markets and writing insights.
• Design and run contests and share facts on Facebook to keep the panelist active. Develop a deep understanding of panelist behavior across markets & respond to queries of panel members across markets.
• Ensuring ‘The Panel Station’ website is well maintained and suggest ideas for improvement.
• Generate ideas, create new logos, redesign new website for The Panel Station” and update site.
• Responsibilities include managing all Online Media channels, External Media and Partnerships for Borderless Vendor Management, Online/Offline Incentive Partners and Advertisement Partners Responsible for large accounts relationship, sales, partnerships, loyalty, and E-commerce Generated E-Commerce strategy to B2B cannel and contribute with monthly accounts.
• Implemented the functionality and pricing process through PayPal as payment method gateway.
• Actively participate and support Business development

• Analyze and Provide Business Insights on data provided by the clients.
• Expertise in gathering client’s need, developing detailed business requirements, examining existing data and making recommendations for improvements based on data analysis.
• In depth knowledge in writing business insights based on the performance of the client in the market.
• Proficiency in developing, preparing, and distributing insightful periodic business reports to retail clients in the U.S.
• Direct communication with the client to answer queries and clarifications related to the project and to understand the business, customer requirements and Service Level Agreements.
• Design, build, facilitate and deliver high quality customer experiences.
• Create reports and templates as well as update data dictionaries for client use while managing projects independently.
• Support client needs in a timely and efficient manner demonstrating a sense of priority to urgency, tenacity, and commitment to quality and excellent client service.
• Accountable for the quality and accuracy of the data, analytic and reports in all categories.
• Provide support to onsite client services team by responding to ad-hoc data requests, answering questions, and providing basic technical support and analysis.
• Plan and prioritize the workload to ensure that all assignments are delivered accurately to meet specified timelines.