Senior Content Coordinator

Managed social media, content, advertising, and digital strategy for 190+ Bruster’s locations, producing 2,100+ posts and 450 Meta ads with 99.96% ad accuracy and 99.78% post precision. Oversaw content calendars for 33 stores and coordinated weekly approvals with 5+ Account Managers, ensuring 100% on-time rollout and providing coverage for 30+ additional stores during staffing gaps. Co-led an 8-person content team, improving workflow efficiency, strengthening content quality across 190 pages, and reducing new-hire ramp-up from 30 days to 12–15 days. Reviewed 150+ weekly assets and monitored hundreds of ads, using insights to improve targeting, reach, and engagement. Drove multi-location digital growth, contributing to a 293% follower increase and stronger year-over-year gains in reach, impressions, and campaign engagement. Developed automated upload and audit tools that cut processing time by 40%, eliminated 95% of manual errors, and improved early detection of budget, targeting, and scheduling issues.

Supported the inbound digital onboarding of 986 SMB restaurants and branches, ensuring each business was fully activated on Grab’s ordering and marketing platform. Delivered 100+ app walkthroughs and setup sessions that significantly improved merchant menu accuracy, visibility, and promotional readiness. Handled 200–300 inbound calls weekly across phone, SMS, chat, and email to discuss and answer related questions about the contract’s implementation. Improved onboarding efficiency by nearly 30 percent, increased promotional-tool adoption for 80 percent of new merchants, and earned Telemarketer of the Month (October 2021).

Helped launch the Merchant Support division as a pioneer member, building onboarding workflows later adopted to train 5 new hires effectively. Supported 3,500+ merchants—including 8 national brands—while resolving 150–200 weekly requests involving onboarding, pricing, menus, and operational issues. Managed 50+ monthly menu, promo, and pricing updates and coordinated 200+ technical resolutions with internal teams to maintain smooth merchant operations. Played an essential role in regional expansion by onboarding 200+ merchants across 20+ cities, onboarding 30+ GrabMart suppliers, and updating 500+ catalog items.

Guided 30+ clients in financial and insurance planning, helping them make informed investment decisions through clear, empathetic communication. Mastered regulatory requirements through 10+ governance and compliance training courses; improved portfolio performance by an average of 5% annually and retained 95% of clients each quarter.

Led 20–60 guest tours; strengthened service and communication skills.

Ranked in the top 3% for consumer satisfaction while resolving ~80+ tickets per shift. Supported Uber North America patrons across multiple channels by quickly resolving technical and account issues.

Delivered accurate Human Resources documentation, compliance support, and policy development that strengthened organizational processes and staff training.