JENISA RICHMOND
Chicago,IL
Summary
Sales Operations and Customer Specialist with over 12 years of expertise in client account management, policy development, and CRM-driven marketing strategy. Known for creating engaging, customer-focused campaigns that foster loyalty, increase brand visibility, and enhance customer satisfaction. Skilled in designing scalable support frameworks and optimizing operational processes to maximize team efficiency and performance. Brings a proven track record in B2B/B2G environments, where strategic, data-driven solutions have consistently driven engagement and retention. Adept at managing end-to-end content initiatives across diverse platforms to ensure seamless, cohesive customer experiences that boost both satisfaction and revenue.
Overview
10
10
years of professional experience
Work History
CO-FOUNDER
LJ Creative Marketing Haus
01.2020 - Current
- Increased client engagement by 100%, store placement.
- Manage multiple campaigns across social media platforms
- Execute content calendars and curate social strategy
- Manages content and CRM calendars, ensuring consistent client-brand alignment across multiple channels, including influencer partnerships and customer milestone campaigns
- Oversaw business-wide changes to modernize procedures and organization.
- Managed financial, operational and human resources to optimize business performance.
- Utilizes CRM analytics and social media insights to refine strategies, enhancing client satisfaction and loyalty through targeted content and engagement
- Conducted target market research to scope out industry competition and identify advantageous trends.
- Developed key operational initiatives to drive and maintain substantial business growth.
Volunteer Social Media Manager
Season to Soar
01.2022 - 01.2023
- Collaborated with other departments to develop integrated branding and public relations strategies.
- Increased brand awareness through development and implementation of successful campaigns.
- Managed editorial calendars.
- Developed and promoted corporate brand, images and identity to media and public.
- Oversaw social media presence and aligned posts to include branding and trending ideas.
- Increased engagement by 95% across all platforms [LinkedIn, Facebook and Instagram]
- Identified metrics to measure and evaluate effectiveness of public relations campaigns and initiatives.
- Identified metrics to measure and evaluate effectiveness of public relations campaigns and initiatives.
- Researched latest market trends and analyzed data to develop public relations strategies and tactics.
SOCIAL MEDIA COORDINATOR
Pro Unlimited - Twitter, Inc.
01.2022 - 12.2022
- Acted as primary CRM point for over 7 million users, managing inbound inquiries and escalations, and providing support across multiple platforms.
- Boosted customer engagement by 123.6% by optimizing response times and streamlining ticket management through JIRA and Sprinklr.
- Troubleshot customer issues related to account access and support.
- 123.6% increase in responses sent to customer under Twitter Support.
- Created copy that was on brand in response to users.
- Coordinated cross-functional support initiatives, aligning social and support strategies with internal departments to improve user experience.
- Created social media content with consistent content and tone.
DIRECTOR OF OPERATIONS
Commodore Consulting
01.2015 - 12.2022
- Monitored budget and utilized operational resources.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Work with stakeholders and the President to create company policies.
- Led CRM and RFP processes, enhancing client satisfaction and transparency
- Developed and enforced policies across departments, ensuring alignment with federal, state, and local regulations driving a 95% increase in project completion rate
- Managed client onboarding and relationship building, supporting retention and long-term partnerships.
- Identify trends using sales data to set performance goals.
- Implement tools to enhance sales process.
- Responding to RFPs for clients and agencies.
- Business development in federal, state, and local government agencies.
- Monitored budget and utilized operational resources.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
Education
Secondary Summer School -
Harvard Secondary Summer School
Cambridge, MAB.A. -
Georgia State University
Atlanta, GAHigh School Diploma -
Hillgrove Highschool
Powder Springs, GASkills
- Partnership cultivation
- Negotiation Tactics
- Project Management
- Digital Marketing
- Stakeholder engagement
- Case Management
- Client Onboarding and Retention
- Compliance and Policy Development
- Digital Marketing
- JIRA
- Sprinklr
- Hootsuite
- Slack
- Adobe Creative Cloud
- Canva
Timeline
Volunteer Social Media Manager
Season to Soar
01.2022 - 01.2023
SOCIAL MEDIA COORDINATOR
Pro Unlimited - Twitter, Inc.
01.2022 - 12.2022
CO-FOUNDER
LJ Creative Marketing Haus
01.2020 - Current
DIRECTOR OF OPERATIONS
Commodore Consulting
01.2015 - 12.2022
Secondary Summer School -
Harvard Secondary Summer School
B.A. -
Georgia State University
High School Diploma -
Hillgrove Highschool
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