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Mara Marras

Digital Marketing and Customer Service

Profile

  • 7+ years of experience in Digital Marketing
  • Proficient in using digital advertising and measuring performance tools such as Google AdWords, Facebook, and Google Analytics.
  • Creative content writer for websites, social media, online newsletters, press release, and promotional emails
  • 5+ years of experience in customer service providing technical support for a multinational company.
  • Experience in using CRM systems to improve customer relationships
  • Italian native speaker, fluent in English (written & spoken)

Experiences

Jul 2016Sept 2018

Marketing Assistant

Palladio Ireland Packaging Solution Ltd, Tullamore, Co. Offaly, Ireland

Palladio Group is leading provider of primary, secondary packaging and value-added services for the Healthcare industry, operating on the global market through 8 facilities located in Italy, Ireland, Serbia, and Russia. 

Duties:

  • Supporting marketing executives in organizing various projects
  • Conducting market research and analyzing consumer rating reports/questionnaires
  • Gathering relevant data (social media, web analytics, ranking, etc.) by means of marketing analytics techniques.
  • Actively supporting the organizing of promotional events and traditional or digital campaigns.
  • Preparing and delivering promotional presentations
  • Composing and online posting of social media contents on the company's website
  • Writing and reviewing marketing literature (brochures, press release, etc.) to augment the presence of the company in the market
  • Undertaking daily administrative tasks to ensure the good progress and coordination of the department activities.

Nov 2014Apr 2015

Digital Marketing Specialist

Modix GmbH Italia, Turin, Italy

Modix is an international company (part of  Cox Automotive) focused on multilingual digital marketing and sale solutions for car dealers and OEMs.

Duties:

  • Creating, uploading, and maintaining contents to company's website
  • Creating content for articles, blog, newsletter, and other communications
  • Developing and managing of content for social media channels, and cultivating a new online community
  • Planning, performing PPC campaigns and reporting back to clients on performance
  • Email Marketing Campaigns
  • Responsible for Customer Relationships (direct interface for customer enquiries and complaints about company's on line solutions by email, phone, live-chat, and social media)
  • Supporting marketing events
  • Collaborating with marketing department on creation and translation of marketing materials

Clients include: Audi Italia, Volkswagen Italia, Peugeot Italia, Seat Italia, Skoda Italia, Volvo Italia, Avis Italia

Apr 2011Oct 2014

Back Office Manager

Modix GmbH Italia, Turin, Italy

I have been employed for the Italian subsidiary of Modix GmbH since the start up in 2011. It was an exciting time in my career due to challenging projects I have been involved in which were actively developing the core business of the company. Specifically, the projects were focused on:

  • Providing real-time support to everyday users of Modix marketing platform
  • Training customers how to maximize their user experience and satisfaction
  • Processing a high number of technical support queries, troubleshooting, prioritize tasks, documenting and escalating cases to higher levels of support
  • Building and maintaining successful relationships with customer and service providers
  • Keeping records of customer interactions and actions taken, including – comments, queries and complaints
  • Preparing weekly and monthly reports for customers and managers using Google Analytics tool and Excel spreadsheets.
  • Informing customers about sales and promotions in a friendly and engaging manner.

Apr 2009Mar 2011

Retail Customer Service

Manheim Italia Srl, Turin, Italy

Manheim is an international company (part of Cox Automotive) focused on live auctions and remarketing services. 

I have been employed in Retail Services division that provides digital marketing products and services to Automotive manufacturers, franchise dealers and dealer groups.

I have been responsible of managing professional photography service provided to Audi and Volkswagen dealer groups. The specific tasks I was involved were:

  • Educating customers to the use of service offered
  • Answering to product queries and resolving customer complaints
  • Recruiting, training and managing of more than 30 professional photographers
  • Coordinating photographers and scheduling appointments
  • Creating training manuals for customers
  • Data entry and database maintanance
  • Supporting the commercial and business development of the division
    Apr 2007Mar 2009

    Receptionist and administrative assistant

    Progresso Srl, Turin, Italy

    I have been employed to manage the receptionist area of a premier motor dealership including greeting visitors and responding to telephone and on-call requests for information and complaints.

    • Receiving cash, checks and credit card payments from customers
    • Coordinating logistics for pickup and deliveries requests
    • Conducting accurate exit interviews of customers
    • Providing administrative assistance
    Jul 2006Mar 2007

    Telephone Research Interviewer

    S&A - Surveys and Analysis, Turin, Italy

    Duties:

    • Making phone interviews to consumers for running opinion surveys.
    • Collecting, analyzing and recording data from online surveys and interviews
    • Preparing and reviewing material for questionnaires/forms for surveys and phone interviews.

    Education

    20002006

    Ordinary Degree in Italian Literature, Modern Philology

    Università degli Studi di Torino

    Modules including: culture of digital media, English language, Spanish language, sociology of knowledge and networks, web technology

    Certifications

    Oct 2013Present

    AdWords Fundamental

    Google

    Basic and intermedate concepts, including the benefits of online advertising and AdWords, and best practices for managing and optimizing AdWords campaigns

    Nov 2013Present

    Search Advertising

    Google

    Advanced concepts, including best practice for creating, managing and optimizing search campaigns

    Sep 2015Present

    Analytics Certified

    Google

    Basic and advanced Google Analytics concepts. This includes topics such as 1) planning and principles, 2) implementation and data collection, 3) configuration and administration, 4) conversion and attribution, 5) reports, metrics and dimensions.

    Skills

    Digital Marketing

    Google AdWords, Google Analytics, Social Media Marketing, Digital
    Advertising, Automotive web marketing

    Customer Service

    Problem solving, negotiation, troubleshooting,  organization, CRM, training manual, telephone etiquette, communication

    Italian Language

    Excellent written and spoken business skills, ability to compose grammatically correct, concise and accurate written responses.

    Traditional Marketing

    Marketing Research, Promotional Events, Marketing Literature, Press Release, Team Coordinator, Data Anaysis 

    Sales

    Business negotiation, goal-oriented, communication,  dedicated team player, internet services, Automotive industry

    Administration - Accounting

    Microsoft Office Tools, Microsoft Dynamics NAV, Microsoft SharePoint, spreadsheet development, employees training, DMS, invoice processing, account reconciliations

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