AI Business Analyst / Product Manager at New Vision Concept (2024-01 – Present)
- Analyzed user behavior patterns and feature adoption rates to inform product roadmap prioritization decisions.
- Built automated reporting workflows that consolidated data from three systems into weekly executive dashboards.
- Gathered requirements from sales, engineering, and support teams to define AI feature specifications.
- Designed A/B testing framework to measure conversational AI accuracy improvements across customer segments.
- Trained product and marketing teams on Analytics dashboards to track AI product performance metrics.
- Documented technical user stories and acceptance criteria for six machine learning model enhancements.
- Validated data quality issues in CRM integration and proposed schema changes adopted by engineering.
Social Media Specialist at New Vision Concept (2014-01 – 2023-12)
- Increased brand awareness and engagement by creating and implementing social media strategies.
- Managed Facebook, Instagram, and Twitter to drive traffic and generate an average of leads per month.
- Developed and curated graphics, videos, and blog posts, resulting in a follower growth.
- Analyzed social media analytics to optimize performance and improve campaign effectiveness.
- Collaborated with cross-functional teams to ensure brand consistency and align marketing objectives.
- Launched a weekly editorial calendar in Hootsuite, increasing post consistency across three channels.
- Designed A/B-tested Facebook ad sets that lowered cost-per-click and improved ad relevance.
- Built influencer outreach program that secured sponsored posts with local creators for campaigns.
- Compiled monthly Google Analytics reports highlighting traffic sources and content conversion trends.
- Produced short-form video content optimized for Instagram Reels and TikTok to boost engagement.
- Maintained content approval workflow in Trello, reducing publication errors and missed deadlines.
- Responded to customer inquiries via social channels, resolving issues and preserving brand reputation.
Customer Support Representative at Nexone (2021-03 – 2021-07)
- Managed incoming support inquiries via chat and tickets.
- Followed SOPs and escalated complex issues as needed.
- Provided organized customer support focused on improving experience.
- Used advanced French (written and oral) for effective communication.
- Resolved escalated billing disputes via Zendesk, reducing repeat tickets.
- Documented troubleshooting and updated internal KB to cut resolution time.
- Monitored ticket queues and prioritized urgent issues to reduce backlog.
Customer Support Specialist at Concentrix (2021-01 – 2021-04)
- Answered inbound customer calls and chats, resolving billing questions in one interaction.
- Handled escalated complaints, regained customer confidence and retained accounts.
- Documented call outcomes and troubleshooting steps in CRM to keep records complete.
- Calmed upset customers with de-escalation and provided clear next-step timelines.
- Managed simultaneous phone and chat queues, maintained service levels during peaks.
Uniforms Sales Representative at Cintas (2019-06 – 2020-12)
- Prepared professional line sheets and sample kits for buyer meetings, improving product clarity in pitches.
- Scheduled and executed weekly delivery routes, cutting late deliveries through tighter sequencing.
- Reviewed account purchase histories in CRM to recommend optimal reorder timing and reduce stockouts.
- Negotiated contract terms and pricing with facility managers, securing multi-month uniform service agreements.
- Onboarded new client contacts on program policies and billing cycles, reducing billing questions after launch.
