contact
brenna teichen
brennateichen@gmail.com wix.com/brennateichen/blt 425.591.4598
experience
zulily Customer Support Representative October 2011 - Present Field telephone calls and emails from customers; Monitor customer contacts and resolve all conflicts in a timely manner. Examples of customer issues are: order calls, passwords, fraud review, order changes, credits, shipment status, tracking numbers, and email responses; Help build and develop a streamlined customer contact process; Work with all parts of the business to help develop requirements to streamline the frontline user interface to support customer contacts; Manage outbound customer contact vendor including handling escalations, Q/A, proactive and glitch resolutions and customer win back efforts; Oversee the development of accurate contact volume forecasts, staffing requirements, and annual budgets.
Zooppa Campaign Manager Intern and Crowdsourcing Specialist August 2011-October 2011 Develop marketing strategy and execute outbound promotional activities for campaigns; Raise awareness and drive participation through social media initiatives; Track and deliver results of outreach efforts as well as review and moderate incoming creative submissions for quality and content; Assist Business Development team in launching Zooppa’s new Facebook app by targeting small to mediumsized businesses; Promote the product by emphasizing its key benefits (increased traffic, consumer engagement, and brand awareness); Track and manage client relationships using the Zoho platform.
Whatcom Day Academy Marketing Research Intern January-June 2011 Develop and distribute Qualtrics surveys to current and past parents to determine the cause of decreased enrollment; Analyze the results using the statistical software package SPSS in order to identify trends amongst consumer base; Compile and communicate the findings in a comprehensive written report as well as in a presentation to Board of Trustees; Provide meaningful recommendations to improve customer experience and promote the organization within the community.
education
organizations
Western Washington University Bachelor of Arts: Buisness Administration (Marketing); Bachelor of Arts: Spanish Bellingham, WA - GPA: 3.5 Academic Programs International Study Abroad Program - Granada, Spain January-May 2010 Big Brothers Big Sisters of America Child Sponsor (September 2006-June 2007)
skills
hobbies references
Spanish, Statistical Package for the Social Sciences (SPSS), customer relationship management, organization, group communication, problem solving, Google Analytics, critical thinking, strategic planning, marketing segmentation and analysis, market research, consumer behavior, social media marketing Traveling, oil painting, drawing, new cuisines, soccer, tennis, movie nights, spanish, blogging Available upon request