Open to opportunities

Paulina Gonzalez-Heres

@paulinagonzalez-here

Message

I support client accounts while building digital marketing campaigns across SEO, SEM, content, email, and social media.

United States

Message

What I'm looking for

I'm looking to apply my client support, CRM, and digital marketing skills in a role where I can improve customer experiences, build effective campaigns, and continue expanding my marketing knowledge.

At Alzavel, I manage onboarding and ongoing support for 60 to 80 active client accounts monthly, reducing first-response time by roughly 25% and improving on-time client responses to over 90% within one quarter.

I've also worked in inside and retail sales, customer relationship management, and bilingual English-Spanish client support. Through Thinkful's Digital Marketing program, I developed campaigns across SEO, SEM, social media, content, and email marketing while using performance data to optimize strategy.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Coordinator

Current

Alzavel

Jan 2023 - Present (3 years 7 months)

Managed onboarding and ongoing support for 60 to 80 active client accounts per month
reducing first response time by roughly 25 percent through tighter intake notes and clearer case routing.
Tracked recurring client issues and usage friction and shared weekly summaries with operations contributing to a 15 percent drop in repeat tickets tied to the same root causes.
Coordinated follow ups across e

Customer Service Customer Experience Customer Service Operations

Inside Sales Representative

Ideal Image

Feb 2022 - Apr 2022 (2 months)

Inside Sales

Negotiation Inside Sales Sales Customer Relationship Management

Sales Representative

Verizon

Aug 2021 - Sep 2021 (1 month)

Retail cell phone plan and device sales.

Sales

LS-PCA

Substitute Teacher Service, Inc.

Sep 2020 - Sep 2021 (1 year)

One-on-one aid to a child in ninth grade who had Down Syndrome.

Teaching Homework Help Child Abuse Clearance Tutoring

Education

Degrees, certifications, and relevant coursework

Thinkful

Digital Marketing

2023 - 2023

Digital Marketing certification program.

Developed and executed digital marketing campaigns across multiple channels, including SEO, SEM, social media, content marketing, and email marketing.
Conducted market research and competitor analysis to identify target audiences and optimize campaign strategies.
Monitored and analyzed campaign performance metrics, providing data-driven insights and recom