Maria Donna Casabar

SOCIAL MEDIA MANAGEMENT

• Managed the content creation for social media accounts of the business (Facebook, Instagram, Twitter, and Tiktok) and strategized their posting times
• Monitored and reported on marketing campaign performance weekly and bi-monthly to help with optimizing current and future plans.
• Experienced in using Canva, Visme, Hubspot, BeePro, Mailchimp, and Google Workplace tools.

EMAIL MARKETING

• Oversaw the tasks of building email lists, creating emails, and nurturing leads through written communications.
• Produced all email campaigns or newsletter, including building emails from templates and copywriting
• Regularly provided campaign performance reports that include opens, clicks, conversions, revenue, revenue lift, unsubscribes, etc.

LEAD GENERATION

• Generated leads from social media and the web to develop new business opportunities.

• Effectively supervised a team of 15-20 people and their day-to-day performance
• Collaborated with operations team to manage front-end operations of a credit management department of an Australian energy retailer
• Onboarded and mentored new hires and experienced collections representative to meet client key performance indicators
• Coached representatives for performance improvement through root cause analysis
• Managed client’s customers collections referral file using new applications like Salesforce and Genesys
• Prepared call center performance reports by collecting, analyzing, and summarizing data and trends
• Participated in determining call center operational strategies by conducting continuous process improvement sessions, weekly performance review and call quality calibrations.

• Provided back office support and services (specifically on contract drafting) to an American healthcare firm client
• Tasked to oversee ongoing and incoming deliverables and ensured that all client needs and deadlines were met
• Actively participated in process improvement together with fellow contract drafters

• Provided world class service excellence to Citi global clients by offering a remarkable phone and digital banking experience
• Trained in cross selling bank’s operational products to meet credit card holders’ needs
• Responsible in ensuring customer inbound and outbound telephone inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards