Customer Service Social Media

Katharine Robinson

New York, NY 973-***-**** *******@*****.***

Administration & Client Servicing Professional

A pro-active and results-driven administrative specialist with over 3 years of management experience providing support and coordination for the implementation of services and programs in fast-paced, client-facing environments. Highly intuitive, versatile, adaptable, and energetic professional with a great passion for interpersonal communication and with a proven track in project planning, time-management, follow-through, identifying problems, and reconciling discrepancies under pressure. Effectively able to provide quality customer service, comprehend new systems, and assist in implementing organizational policies and procedures while maintaining a controlled business environment.

Administrative Support Business Development Client Relations Clerical Support Customer Service Document Sharing & Management Research & Analysis MS Office Suite Access Publisher Outlook Salesforce PEARL

Key Accomplishments

Key contributor in developing and implementing filing and organizational tracking systems designed to reduce clerical administrative efforts

Recognized by City Outdoor for creating a streamlined client application submission process resulting in an overall increase in sales and client sign-up

Professional Experience

Girls Scouts of the USA New York, NY 01/2009 – 10/2009; 07/2015 – 03/2018

Information & Referral Specialist

Provided updated and accurate information regarding the Girl Scout Brand to staff members, volunteers, and customers worldwide via phone and e-mail correspondence, with an intake of over 180 calls per day

Ensured consistent responses to customer-based questions regarding sensitive issues per GSUSA guidelines

Identified and alerted supervisor of trends and issues; maintained collaborative communication with GSUSA councils

Created and maintained streamlined in-take and response workflow for physical mailings

Reformatted and maintained GSUSA Functional Directory for staff point persons

Collaborated with multiple departments to provide supplemental support for campaigns or new initiatives

Supported case management by assigning, opening/closing, and following-up on cases through Salesforce

Drafted letters to customers on behalf of GSUSA CEO regarding sensitive or escalated issues

Assisted the Social Media Department with overflow on GSUSA social media accounts

City Outdoor USA New York, NY 10/2009 – 04/2015

Charting Manager

Performed data entry and scheduling of advertisements and large-scale billboards; tracked and monitored advertisement posts in collaboration with sales and subcontractors

Documented and monitored advertising calendars; served as the primary liaison between internal sales, advertising firms, and installers

Tracked and coordinated inventory database and analyzed replenishment needs to ensure accuracy and updated reporting

Provided billing support to the Accounts Payable Department and served as a key contributor in significantly reducing invoicing process time by 50%

Established protocols which streamlined accuracy and distribution of reports between departments

NYC Department of Education New York, NY 06/2007 – 09/2008

ELA Teacher

Created lesson plans and development curriculum for students; collaborated with staff and parents to initiate and track personal improvement plans

Communicated and reinforced school and classroom expectations; partnered closely with students to evaluate, supplement, and communicate their individual progress

Education

Bachelor of Arts in English Minor in Psychology, Caldwell College, Caldwell, New Jersey

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