Social Media Manager And Marketing Specialist Resume Example Ivy Media Corp. Gotobus.Com/Taketours.Com

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

Active listening
Sales promotions and negotiation
Strong organizational skills

Innovative
Excellent communication skills
Conflict resolution and empathy

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
Ivy Media Corp. GotoBus.com/TakeTours.com － Arlington, MA

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
Smart Destinations － Boston, MA

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
Ivy Media Corp. GotoBus/TakeTours － Cambridge, MA

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 － Cambridge, MA

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

Resume Overview

Companies Worked For:

Ivy Media Corp. GotoBus.com/TakeTours.com
Smart Destinations
Ivy Media Corp. GotoBus/TakeTours

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

Social Media Manager and Marketing Specialist Resume Example

Resume Score: 80%

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