Projects

Topic: Frontline employees’ attributes that affect customer satisfaction during their interaction at retail stores

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Research question: Do employee expertise and empathy influence employee helpfulness, and subsequently customer satisfaction levels?

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Research objective: To examine the influence of employee expertise and empathy on customer satisfaction through employee helpfulness.

Topic: Create a conversion campaign for a chosen brand - Red Rooster - the Australian fast food brand. identify and justify the buyer persona, business and campaign aims and objectives. Include a mini content audit and provide two insights gathered from social listening and digital/social audit analysis. Explain and justify the content themes. Justify the content with A/B testing results.

Topic: In a crisis, a PR professional must understand and manage the situation to protect the organisation and its relationships with its publics. The Optus outage 2023 is an example of a crisis and led to significant media coverage, reputational damage, and the resignation of the Optus CEO. I was required to analyse this crisis, and Optus’ response, and then present strategy recommendations, using public relations communications considerations

Topic: Market research and create an IMC plan for Nestle in Australia with the target audiences being Australian parents. Focusing on the USP - Milky bar, the IMC plan was made with detailed examples: videos, carousel, billboards, and infographic.