Danielle Goosen

Experience

• 

  SA Aupair

  Jan 2015 - May 2016

  Aupair

  • General Au Pair duties:- Picking the children up from school- Assisting with homework- Taking care of the children- Drive the children to extra murals

• 

  The Dot Product

  Aug 2015 - Dec 2015

  Junior Business Analyst

  • Created a Business requirements document for Adendorff.• UML.• Assisting with the business case.• Planning and monitoring.• Requirements organization.• Translating and simplifying requirements.• Requirements analysis, management and communication.• Implement advanced strategies for gathering, reviewing, and analysing data requirements.

• 

  Amplesoft Technologies

  Dec 2015 - Jun 2016

  Business Consultant

  • IT support (hardware and software).• Networking.• Managing databases.• Testing of Software.• Sales.

• 

  Orderwise South Africa

  Jan 2017 - Dec 2017

  IT Support Specialist

  • General IT support (remotely) for Netcare, Medicross, and other pharmaceutical industries.• Support and training for sales representatives from Adcock, Cipla, Pharma Dynamics, etc.

• 

  Zapper South Africa

  Dec 2017 - Jul 2018

  Activation Specialist

  • Scheduling a meeting with clients and training merchants on the Zapper application, merchant portal, point of sales, and handover of documents. Onboarding, consulting and advising clients. • Integrate Zapper with multiple Point-of-sales systems and technical assistance.• Completion of Back office administration.• Receive feedback from customers and maintain a relationship with the client.

• 

  Snappic

  Jul 2018 - now

  As the Social Media Manager at Snappic, I am responsible for developing and executing our social media strategy across all platforms, ensuring our online presence aligns with our brand voice and business objectives.Key Responsibilities:Content Planning and Creation:- Develop monthly content calendars in collaboration with the Brand and Content Manager- Write engaging captions and create briefs for visual content- Draft blog posts for the website- Create video content, screen recordings, and screenshots as needed- Manage Instagram and Facebook Stories, creating highlights for key events and campaignsStrategy and Performance:- Monitor engagement metrics and track social media KPIs- Provide bi-monthly performance reports- Conduct monthly trend analysis, affiliate research, and competitor research- Stay updated on social media trends and suggest innovative strategiesCommunity Management:- Respond to comments, questions, and DMs, maintaining Snappic's brand voice- Monitor photo booth-related social media groups and engage appropriately- Implement engagement strategies to drive higher interaction ratesCollaboration and Campaigns:- Assist in developing marketing campaign ideas- Collaborate on paid social media ad campaigns- Work on hosting and creating Snap Sessions- Collaborate on influencer and brand partnershipsContent Optimization and Management:- Ensure all content is optimized for each platform (Instagram, Facebook, LinkedIn, etc.)- Maintain a content library of all assets- Manage the content approval process with the Brand and Content ManagerKey Performance Indicators:- Engagement Rate: Target a 50% increase in likes, shares, and comments- Content Approval Time: Monthly content approved and scheduled 2 weeks in advance- Content Accuracy: 100% adherence to brand voice and tone- Community Growth: 10% growth in followers or engagement month-over-month Show less Training Curriculum Creation: Develop comprehensive training material that equips our customer support team with the skills and knowledge needed to excel in their roles.Training Delivery: Conduct engaging and effective training sessions, both in-person and virtually, ensuring that all team members are well-prepared to meet customer needs.New Hire Training: Oversee the training for new customer support team members.Skill Enhancement: Identify skill gaps and areas for improvement within the team and design targeted training initiatives to address these areas.Performance Evaluation: Implement performance assessment strategies to measure the effectiveness of training programs and make necessary adjustments for continuous improvement.Collaboration: Collaborate with other departments (namely the dev team) to stay up-to-date with new app developments and ensure that training and customer materials remain relevant and effective.Team Environment: Setting up team building activities, arranging company lunches, and putting together inclusive year-end functions to ensure the different departments interact. Introduce new ideas to continue to cultivate a positive work environment. Show less • Analyze and understand operational performance, manage relationships at multiple levels within an organization, resolve issues, and ensure that the business meets its client's expected levels of performance and service.• Manage the ongoing post-sales experience with the customer, including onboarding, ongoing optimization, monitoring usage to determine if there are up-sell opportunities, and ensuring the client will renew their subscriptions. • Evaluate, create, and improve tutorials/training manuals and other communication infrastructure to make the process easier for the customers and staff members in the company. • Analyze and ensure that customers' issues are resolved within minutes.• Work closely with Snappic Directors, Account Executives, and the Development team to ensure that the latest features are tested and ready to go live. Show less

  • Social Media Manager

    Oct 2024 - now

  • Customer Support Training and Development Manager

    Oct 2023 - Oct 2024

  • Senior Customer Support and Team Engagement specialist.

    Jul 2018 - Jan 2024