Social Media, Marketing, Customer Service/Sales

DANA WINSTON

**** *. ****** ****** 312-***-****

Chicago, Illinois 60619 ************@*****.***

SUMMARY

A social business professional, utilizing email marketing, online social networking, blogging, web

metrics/analysis, and SEO/SEM techniques. Interfaces with a variety of people inside and outside an

organization to expand its social influence and footprint. Leverage photographic production experience

and design sensibilities for creating and distributing compelling content.

TECHNICAL SKILLS

MULTIMEDIA PRODUCTION: Adobe Creative Suite, Adobe LightRoom 4, Roxio 2010 Pro, Apple Aperture

3

SOCIAL MEDIA TOOLS: SEO Tools, Word Press, Constant Contact, Digsby, Tweet Deck, HootSuite,

Social Base

EXPERIENCE

IIT – SCHOOL OF APPLIED TECHNOLOGY, CHICAGO, ILLINOIS

SOCIAL MEDIA CONSULTANT 2011

Presented the department information regarding significance, impact, and best practices in the use of

social media for marketing. Produced a high-level social media strategy.

• Conducted and presented research regarding targeting correct demographic for marketing purposes.

• Advised regarding use of social media dashboards as part of online marketing strategy.

• Developed and presented social media marketing plan as part of online marketing strategy.

• Advised best practices regarding SEO as part of online marketing strategy.

• Advised managers regarding best practices for personal use of social media accounts.

BOTTOMLESS CLOSET, INC., Chicago, Illinois

Social Media Consultant 2011

• Brought community activist and potential partner into the office through interaction via social media accounts.

• Increased Brand Engagement/Interaction via existing social media accounts.

• Expanded Brand social media footprint.

• Advised Director regarding using social media accounts and social media dashboards as a marketing tool for

business and non-profits organizations.

• Developed social media strategy to increase/expand donor base.

HSBC, NORTH AMERICA, EXECUTIVE SERVICES GROUP, Elmhurst, Illinois, 2001 – 2009

Research Analyst/Customer Dispute Representative - 2005-2009

• Provided timely quality resolution of customer service disputes received by mail, phone, or assigned by

supervisor.

• Interfaced with other departments’ customers when resolving customer inquiries.

• Ensured compliance with, operational risk controls in accordance with HSBC or regulatory standards and

policies; and optimized relations with regulators by addressing any issues and including timely implementation of

internal and external audit points.

• Proficient in customer care procedures.

• Assisted during line balancing as assigned.

• Provided extraordinary service through phone interactions with customers, focusing on resolving requests the

first time with an efficient, accurate, professional, and courteous manner to create customer loyalty.

• Diffused irate customers and resolved challenging inquiries, utilizing negotiation skills in an effort to satisfy the

customer while generating sales.

Dana Winston, Page 2

• Remained fully knowledgeable of features, benefits, and procedures for all portfolios and took initiative for

reviewing daily updates and implementing changes with minimal supervision.

Merchant Technical Trainer, WoodDale, Illinois 2003-2005

• Trained HSBC Retail Services' merchant partners on the operation of the various point of sale systems

(hardware, software/Internet-based).

• Trained the merchant partners on the value of utilizing the reporting software (e-delivery).

• Trained outside merchants via the phone on different POS systems.

• Trained over 500 merchants on different POS systems and successfully met the project deadline. Maintained

manuals about WebFin@nce processing for future use to be used by the whole team.

Customer Service Representative, Wood Dale, Illinois 2001-2003

• Provided prompt and courteous service for routine customer inquiries via telephone contact.

• Adhered to operational and policy guidelines to successfully resolve customer inquiries.

• Identified customer needs and offered products that fit customer’s needs.

• Recognized solicitation opportunities and provided information on value added promotional offers to

customers.

• Built rapport that overcame objections and/or led to sales or account recapture through conversations with

customers.

• Maintained production, quality, and sales statistics to meet established individual and department goals.

• Performed technical tasks requiring basic knowledge of business products and departmental procedures.

• Maintained HSBC internal control standards, including timely implementation of internal and external audit

points together with any issues raised by external regulators.

EDUCATION

Tribeca Flashpoint Media Arts Academy, Chicago, Illinois, Social Media Marketing Program

completed November 2011.

OAKWOOD UNIVERSITY, Huntsville, Alabama, A.S., Commercial Art, Photography Concentration, 1992-

1996.

Commerce-focused Art and Graphic Design courses, extensive work in photographing and developing

Black & White photographic prints. Created and produced graphic design concepts. Creatively bring

graphic design concepts to life. Mac and PC platforms.

PROFESSIONAL DEVELOPMENT

CeMA (Certified E-Marketer Association)

SEMPO – SEO/SEM Professional Organization, 11/2011

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