Alec Walker

Campaign Manager

• Drove content campaign execution for assigned brand & agency clients.
• Identified creators via CRM search, scheduled flights to pace delivery, monitored performance and adjusted levers.
• Managed the creator & content quality components to ensure delivery of the best-matched creators and highest quality content to clients.
• Tracked performance progress and recommended/implemented new strategies.
• Performed functional gap and root case analysis on identified goal and process deviations.
• Communicated campaign progress to internal teams by reviewing forecasted to actual metrics to ensure we exceeded partner and company objectives.
• Managed multiple projects at once while paying strict attention to detail in a digital account environment.
• Displayed strong analytical skills forecasting for campaigns and predicting outcomes.
• Introduced and developed internal tools and processes to boost team efficiency.

Email Marketing Coordinator

• Responsible for email management including: coding, ESP campaign setup, testing, and scheduling.
• Utilized internal project management tool for creative requests and provide campaign goals.
• Worked in partnership with Creative Team to assure objectives were met and/or exceeded.
• Tracked and analyzed results of email campaigns to provide insights based on benchmarks or trends.
• Facilitated AB testing, segmentation and audience building in collaboration with manager and cross functional teams.
• Maintained, updated, and adjusted marketing calendar to align with promotional needs.

Senior Customer Support

• Provided exemplary (96% customer satisfaction score, #1 on my team for 4 quarters) customer support via chat, phone,and email.
• Assisted customers with coding and debugging existing code on HTML email messages.
• Managed scheduling for 24 hour team.
• Setup and maintained canned responses for frequently asked questions.
• Created and delivered training for new and existing associates.

Client Services Representative Level II

• Built events by entering data into cloud based ticketing system.
• Assisted remote clients in troubleshooting hardware and software issues.
• Programmed various automation scripts for event building that saved time and eliminated user error.

Beta Team Manager

• Established QA testing guidelines/parameters.
• Devised checklist to ensure new deployments met prior standards.
• Built and managed public beta testing team of 2000+ customers.
• Received, processed, and confirmed beta team feedback and translated into JIRA tickets for engineering team.

Genius Trainer

• Trained teams of 8-10 Geniuses in Apple software and hardware troubleshooting as well as customer service standards.

Event Graphic Design and Photography

• Designed and created informational materials in book, presentation, web, and email formats for the annual retail team conference.

Lead Genius

• Led a 14 person Genius team while increasing number of customer sessions (150% over 2 quarters), and customer satisfaction rating (65% to 79% over 1 quarter).

Parsons School of Design