Sales Manager

***** ********** *****

Conroe, Texas *****

m i c h e l l e s c h i f f 917-***-****

********.******@*****.***

http://www.linkedin.com/in/michelleschiff

@chellenyc

professional experience

● Responsible for US market Twitter content

October 2007 – June 2010

Account Manager, Online Sales ● Primary source of guidance for social media actions

Lufthansa German Airlines ● Active member of internal Social Media Team (SMT)

East Meadow, New York ● Improved performance of $100 million channel to exceed budget

goals

● Conceived, executed, and monitored success of online promotions

● Wrote and edited e mail, website, and Twitter copy

● Liaised with programmers to optimize user experience

● Utilized forum daily to collect product and service feedback

June 2007 – June 2010

FlyerTalk.com Lufthansa Forum ● Resolved status customers’ questions and grievances

Liaison ● Arranged soft launches and focus groups

Lufthansa German Airlines ● Coordinated top customer events

East Meadow, New York

● Created and co authored employee blog to promote A380 visit to JFK

November 2004 – October 2007

Customer Claims Specialist ● Founded social media pilot program 2007

Lufthansa German Airlines ● Created global correspondence database

East Meadow, New York ● Developed online compensation tools

● Researched and resolved customer claims

● Designed local interface to global intranet

April 2003 – November 2004

Call Center Intranet Webmaster ● Maintained intranet user access levels

Lufthansa German Airlines ● Created and maintained call center help files

East Meadow, New York

● Created technical support department and all associated processes

September 2000 – November

● Authored over 200 global English language templates

2004

Co Founder, Internet Service ● Compiled monthly team and agent statistics

Center ● Cross trained local agents and supervisors

Lufthansa German Airlines ● Trained visiting supervisors for expansion abroad

East Meadow, New York

● Quoted and booked published international airfares

March 1997 – September 2000

Telephone Sales Agent ● Provided destination information

Lufthansa German Airlines ● Modified existing flight reservations

East Meadow, New York ● Special service assignments

education & training

Certification, Graphic and Web Design Career Training

Hendriks Institute, Lindenhurst, New

● 1997 – Reservations Basic and Advanced

York

● 2005 – Customer Relations Basic

● Quark

● 2005 – Writing Workshop

● Adobe Photoshop

● 2006 – Customer Relations Advanced

● Color theory

● 2006 – Writing Workshop II

● Typography

● 2007 – Special Assistance Team/Crisis Management

● HTML/Dreamweaver UltraDev

● 2008 – Advanced PowerPoint

● CSS

● Action scripting, javascript, PHP

achievements and personal assets

● Passion for social media and extensive experience serving customers in all communication channels

● Daily use of social media platforms and familiarization with monitoring tools

● Skilled in installation, configuration and utilization of popular content management systems

● Superior written communications ability

● Earned international media attention for independently managing social media crisis communications

during industrial action, February 2010, and operational crisis, April 2010

● Assisted workflow redesign to shift analog customer communications to digital channels

● Created global correspondence database named Best Practice 2008

● Twice awarded country website of the month 2008

● Implemented service fee to support shift to online channel, resulting in $1.25 million ancillary revenue

roles in social media and online communities

● Solely responsible for implementing and managing company social media presence in discussion

forums, blogs, and on Twitter

● Company liaison to FlyerTalk community, 2007 2010

● Co organizer, FRA DO 2007, Star Mega Do I 2009, Star Mega Do II 2010

● Internal consultant, GenerationFly Ultimate Rock Internship Summer 2009

● Individual and collaborative blog installation, design, and content, 2002 2006

● Contributor, Usenet/Google travel groups, 1999 2004

● Community administrator, zone creator, and webmaster, strangemud.org, 1994 1998

references and recommendations

● Personal and professional references available upon request

● Professional recommendations available online at http://www.linkedin.com/in/michelleschiff

Contact this candidate