Ciera Fleming

Experience

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  Experience Hawaii Tours, LLC

  Jun 2014 - Aug 2014

  Social Media Marketing Intern

  • Increased customer involvement through Facebook, Instagram and twitter by 10% over all social media channels and increased average “likes” on each post from 45 to 65 in three months• Researched and presented on effective social media marketing strategies to improve Experience Hawaii’s outreach to customers• Responded to daily questions or comments that customers posted on Instagram and Facebook• Posted daily pictures of Hawaii’s scenery to the company Instagram with a witty caption to increase customer interest in the company Show less

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  Pali Momi Medical Ctr

  Jun 2014 - Aug 2014

  Summer Philanthropy Intern

  • Assisted the Philantrhopy and Marketing department to plan Pali Mom’s Annual Golf Tournament, 25th Anniversary Celebration and various employee engagement events that involved 2,000 people • Contacted sponsors and guests to confirm their donation and attendance to sold-out events • Created slide shows and signs for each event and served as a key staff member to contact printer • Shadowed each department and various surgeries to become more familiar with hospital procedures

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  Liceo Scientifico G. Marconi

  Feb 2015 - May 2015

  Assistant English Teacher

  - Created lesson plans to teach high school students about American culture, idioms and grammar- Assisted English teachers with lessons by leading workbook exercises, working in small groups and revising English essays

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  Google

  Sept 2015 - Dec 2015

  Google Ads Associate Account Strategist

  - Solution offered 170+ cases for small and medium-sized businesses (SMBs) by troubleshooting issues for Google Ads, Google Analytics, Google My Business & Google Merchant Center - Acted as a mobile leader for one of Google’s high-priority initiatives to assist SMBs in optimizing their mobile advertising strategy

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  Malaysian-American Commission on Educational Exchange

  Jan 2017 - Nov 2017

  Fulbright English Teaching Assistant

  - Co-taught 13 classes with 20-30 students each at a public secondary school - Worked with the US Embassy and the Malaysian Ministry of Education, to develop English workshop curriculum for 4 day-long camps with 40-80 students each, including a camp for special education students - Developed and taught an “Empowerment Curriculum” that allowed students to create poems, essays and art work, which were compiled into an 80-page book distributed throughout Malaysia and the US

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  Google

  Jan 2018 - Oct 2019

  Google Ads Account Strategist & Training Lead

  - Consulted with business owners, marketing directors and agencies to develop strategies to improve their customer engagement goals and ROI within Google Search, YouTube, Display and Shopping Ads.- Managed the new employee onboarding program strategy for Google Ads sellers, recruiting 70 trainers and 45 mentors to enhance new employing onboarding, fostering a supportive and knowledge-sharing environment.- Designed and delivered a targeted 11-session upskilling curriculum, addressing knowledge gaps identified across product specialists, tenured sellers, and new employees, resulting in participants outperforming the program average in core metrics. Show less

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  YouTube

  Oct 2019 - now

  - Spearheaded the training strategy for the launch of NFL Sunday Ticket on YouTube ($2B program); ramped up 3,000+ customer support vendor agents in 3 months through the creation of customized learning paths- Designed and managed a comprehensive onboarding curriculum for the YouTube customer support team, encompassing 9 distinct pathways, 300+ modules and 2 centralized knowledge bases for 7 product areas and 6 customer support roles.- Partnered with cross-functional stakeholders to design training and knowledge base strategies for upcoming product/tool/process launches, enabling agents to seamlessly support user issues (~40+ new launches per quarter).- Oversaw 40+ Vendor Trainers, 4 Instructional Designers and 4 Technical Writers that create and facilitate training, and internal knowledge base content for 7 different call centers worldwide. Show less

  • Product Support Manager, Consumer Operations

    Jun 2024 - now

  • Training & Knowledge Program Manager

    Oct 2019 - Jun 2024