Social Media Manager and Marketing Specialist Resume Example
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SOCIAL MEDIA MANAGER AND MARKETING SPECIALIST
Summary
Effective Customer Service Professional with 8 years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manage workflow and optimize team strengths to meet service quotas.
Skills
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Accomplishments
- Promoted to Social Media Manager after 6 months of employment.
- Grew a targeted newsletter subscriber list from 45,000 to 60,000 members in 2017.
Professional Experience
Social Media ManagerDec 2015 to Sep 2019
Wipfli Llp － Idaho Falls , ID
Wipfli Llp － Idaho Falls , ID
- Developed and implemented an innovative internal communications strategy to improve employee engagement through strategic messaging.
- Provided supervisory support of other employees within the customer service department, as needed, to ensure customer service standards are met; interprets and explains operational rules and procedures.
- Analyzed performance of all social media channels to identify the best opportunities for customer service optimization and audience growth.
- Collaborated with marketing and customer service teams on standardization, design and production of marketing materials.
- Managed and monitored client accounts, including addressing inquiries and applying feedback to meet and exceed customer needs.
Sales and Customer Service RepresentativeApr 2013 to Nov 2015
Dmc Atlanta － Atlanta , GA
Dmc Atlanta － Atlanta , GA
- Recognized as the second top salesperson in the company in 2014.
- Retained and ensured proper handling and care of several client accounts.
- Negotiated and processed up to 50 customers orders per day.
- Took daily inbound calls and key-entered orders, faxes, backorders and credit memos for assigned accounts and clients.
- Consistently met and exceeded department expectations for productivity and accuracy levels.
- Managed salesforce accounts to track monthly sales, potential leads, and existing client accounts.
Travel ConsultantMar 2011 to Feb 2013
Making Memories Travel － Corpus Christi , TX
Making Memories Travel － Corpus Christi , TX
- Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
- Assisted with the development of the call center's operations, quality and training processes.
- Provided accurate and appropriate information in response to customer inquiries.
- Facilitated information flow between customer service, account management operations, quality assurance and training to guarantee call center objectives were met.
- Maintained up-to-date knowledge of company's policies regarding payments, cancellations and rescheduling.
- Resolved product issues and shared benefits of new technology.
- Provided cross training to several staff members and assisted other customer service representatives when needed.
Education
Bachelor of Science, Business AdministrationJun 2015Cambridge College － City, State
Languages
Fluent reading/writing Spanish - Intermediate Italian - Intermediate Portuguese
Software Skills
- Customer service: 8x8 inc, LiveChat, Birdeye, Salesforce, LiveAgent, Zoom
- Marketing Automation: Hubspot, Mailchimp
- Social Media: Facebook, Instagram, Twitter, Hootsuite, Buffer, Pic Monkey, BEEPro, Wishpond
- CMS: Wordpress, Salesforce, TourCMS,
- Microsoft Office Suite and Adobe Creative Suite
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Resume Overview
School Attended
- Cambridge College
Job Titles Held:
- Social Media Manager
- Sales and Customer Service Representative
- Travel Consultant
Degrees
- Bachelor of Science , Business Administration Jun 2015
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