Lucia - Digital Marketing Specialist with 5+ years in eCommerce

Designs and implements marketing strategies across digital platforms.

Creates content and manages campaigns on social media channels.

Optimizes website content and manages paid search campaigns.

Analyzes campaign performance metrics to guide strategy adjustments.

Built and automated Salesforce dashboards tracking AHT, CSAT, SLA, backlog, and productivity for 51 agents., Designed and automated reporting processes saving ~12 hours per week., Partnered with client stakeholders and e-commerce management to produce performance packs used in QBRs., Instituted data quality checks that reduced reporting discrepancies by 30% and increased stakeholder trust.

Created targeted Salesforce reports to identify coaching opportunities, contributing to a 1.5 pt CSAT lift., Delivered customized reports for business reviews, enabling data-driven decisions., Enhanced performance management through data visualization and actionable insights.

Analyzed Salesforce case data and developed ad-hoc performance reports., Partnered with QA and Training teams to implement process improvements, increasing CSAT., Built automated reports and dashboards supporting leadership decision-making.