Internet Marketing Analyst & Social Media Specialist — Halal Holiday Check

February 2021–August 2021 · Travel / hospitality / international bookings

Responsibilities and contributions:

• Audit customer acquisition and retention processes and the interaction between advertising, social media, and customer service.
• Analyze the customer journey, from the initial inquiry through contact with an agent and subsequent support.
• Develop workflows and operating scripts for the call center team, taking common questions and clients' language needs into account.
• Integrate chat and social media communications into contact center workflows.
• Contribute to scenario logic for a social media chatbot. This does not establish that she personally wrote the entire chatbot or its code.
• Help the social media specialist establish a consistent visual identity for Facebook, Instagram, and Twitter pages and posts.

Business value: More manageable inquiries, more connected client communication, and better handoffs between digital channels and human agents. The resume does not report numerical improvements in response times or bookings.