Andrew Boyce

Supporting the marketing agencies and service partners that help businesses grow through Mailchimp’s suite of email marketing, automation, and digital marketing tools. • Collaborate with cross-functional stakeholders across Product, Marketing, Sales, Sales Operations, Data Science, and Customer Success to prioritize and deliver programs that drive maximum value across the partner ecosystem. • Lead and execute strategic initiatives aligned with shared program goals, designing effective program structures that ensure successful outcomes for the Service Partner team. • Develop and implement mechanisms to communicate portfolio progress, risks, and dependencies to key stakeholders and executive leadership. • Drive operational excellence through process automation, data compilation, and performance reporting within the Service Partner ecosystem. • Foster strong relationships with marketing agency partners and internal stakeholders, serving as a trusted point of contact for complex program delivery and escalation management. Skills: Program Management · Partner Ecosystem · Agile/Scrum · Stakeholder Management · Operational Excellence

• Defined and executed strategic communications plans for major product launches, feature updates, and technology partnerships — creating messaging and content for diverse audiences, including investors and B2B partners. • Raised email conversion rate 8%, driving over $400,000 in new business in 2H 2024. • Drove a 16% increase in overall social engagement by partnering with PR agencies to develop newsworthy angles that positioned Samsung as an industry leader. • Acted as an internal SME, preparing senior leaders for key media and speaking engagements. • Raised NPS score 7% over 1.5 years through improved narrative clarity and audience-targeted communication strategies. • Owned the end-to-end content lifecycle — from ideation and research to writing, testing, and delivery — ensuring all communication materials were concise, accurate, and aligned with core company strategy. Skills: Product Communications · Content Strategy · Executive Messaging · B2B Marketing · SEO · Agile · Asana · Confluence

• Spearheaded the internal and external communications strategy for an AI-driven digital care transformation, successfully translating complex technology into clear value propositions and moving over 30% of total voice/phone contact volume to digital channels — saving the business over $3M annually. • Led the redesign of Samsung’s AI-powered customer service chatbot and the launch of the Samsung Care WhatsApp channel, driving a 21% increase in customer satisfaction scores on digital channels. • Managed program financials and reported on operational impact to senior leadership, demonstrating fiscal responsibility and data-driven execution. • Owned a 17M+ member Samsung Community platform; led a moderator team of 12 that deflected 300K+ customer issues annually and improved community resolution rate by 12%, delivering ~$3M in contact avoidance. • Grew the Samsung Community “Ambassador Program” from 5 to 20 members, driving brand loyalty and contact avoidance. • Reduced annual platform expenses by $70K while increasing customer satisfaction scores 10% by sourcing and securing a new community software vendor. Skills: Program Management · AI & Automation · Agile/Waterfall · Digital Transformation · Community Management · Vendor Management · Khoros · Asana · Jira

• Managed Samsung’s social media support channels (310K+ combined followers), overseeing a ~50-person agent team across Social Media, Online Community, and Retailer platforms. • Built and owned Samsung Care’s first content strategy for “edutainment” and support content across social and community channels — growing the social following by 60K+ in under 2 years. • Reduced team handle time per ticket by over 30% through improved workflows, training, and quality control systems. • Opened the Samsung Care WhatsApp channel from scratch — designed training materials, intent routing workflows, and onboarded the agent team to the platform. Skills: Social Media Management · Digital Marketing · Customer Support · Content Strategy · Copywriting · Sprinklr · Zendesk

• Led a cross-functional social media team of 6, managing Facebook, Instagram, and Twitter for both Marketing/Partnerships and Customer Support functions. • Handled 100K+ customer contacts in one year, saving the company $200K+ in contact reduction vs. phone support. • Increased cross-platform followers by 8% and overall engagement by 14% in one year. • Planned, attended, and produced LIVE event content — interviewing celebrities and building relationships with high-value clients. Skills: Social Media Management · Community Management · Customer Support · Content Creation · Data Reporting

• Assessed and transposed real-time sports statistics into deliverable brand content across social channels. • Monitored brand sentiment and relevant news stories to inform timely content strategy and community management decisions. • Leveraged social listening to provide insights into improving FanDuel’s relationship with its user base, both in terms of brand and user sentiment. Skills: Social Media · Content Creation · Consumer Research · Brand Voice · Community Management

• Delivered outstanding customer support via email, live chat, and telephone — remaining in the top 10% of all Support Agents in both CSAT quality and volume month-over-month. • Managed and oversaw the Customer Support department as shift leader, serving as the focal point for major issues, inter-departmental escalations, and problem resolution. • Collaborated with UX, Social Media, and Consumer Research teams on multiple cross-functional projects while maintaining full agent duties. Skills: Customer Support · Zendesk · CSAT · Escalation Management · Live Chat · Cross-Functional Collaboration

Used a cumulative understanding of financial products, tax saving methods, and market analysis to create Holistic Financial Plans for our individual clients, and small business owners. Worked as a part of a team of Advisors and Wealth Managers in order to come up with the best and most thorough Financial Plans for our clients, based off of the fundamental needs of the client, whether that be protection, growth, or legacy. Specifically I... • Acquired the Series 7, Series 65, Series 63 and Life and Health licenses • Broker of Financial Products (Life Insurance, stocks, bonds, variable products, annuities, retirement plans) Business Development Coordinator • Responsible for the development team’s practice. Plan was based off of minimum of 500 phone calls per week, setting 10 appointments per week for my two bosses, and 3-5 personal introductory client meetings per week. • Leveraged referrals, centers of influence, occupational groups, associations, “natural markets,” and warm/cold calling programs in order to build contacts, obtain introductions to new prospective clients, and expand our practice. Client Re-Engagement Program • Championed a successful client-servicing program involving specific tactics and timeframes (calls, touches, e-mail, mail, tracking). • Used boss’s existing client books of business, unassigned in-house books, and company provided leads to discover and re-open contact with existing clients that have not been recently contacted in order to re-establish a relationship and service client needs. Prospecting / Marketing / Client Service • Planned and implemented group prospecting strategies by organizing “lunch and learn” seminars for my team and several client service events in order to reach large groups of prospective clients at one time, and also to show appreciation and provide knowledge to existing clients.