Resume

Sign in

Social Media Customer Service

Location:
Edmonton, Alberta, Canada
Posted:
April 30, 2019

Contact this candidate

Resume:

MAKEDA WATERMAN

Edmonton, Alberta 780-***-**** ac89f2@r.postjobfree.com

www.freelancewriteredmonton.com

Talented writer with a talent for developing unique, compelling content for our fast-growing technology start-up that prospects will appreciate. Experienced in writing blogs and e-books that include thought-leading, well-researched articles for the Small and Medium Business segment. Implements humor, and creativity, facts and data, to keep material interesting. Specializes in optimized content for digital consumption by readers looking to educate.

Social Media Management

Community Outreach & Community Affairs

Brand Management & Creative Services

Corporate Identity & Campaign Management

Publications & Press Releases

Direct Mail Campaign & Special Events

Public Speaking & Employee Relations

Strategic Communications Plans

Market Research & Marketing Communications

Multimedia Advertising & Print Media

CAREER HIGHLIGHTS

TECHNICAL WRITER June 2018 – March 2019

Government of Alberta, Edmonton, AB

Excelled in communicating effectively with staff that resulted in successful projects that include a 2018 Disaster Recovery Plan summary report, a Change Management Standard of Operation Procedures document, and completing meeting minutes in stakeholder meetings.

Supported senior subject matter experts by completing summary reports, Change Management reports and IMT documentation for management/executives to read.

Praised by a Status of Woman ministry manager for developing a high-quality Intranet Admin Guide for staff to share news and events on SharePoint.

Proactively lead technology stakeholder meetings, workshops, and one-on-one interviews to produce internal IT documentation to recover applications in a disaster event. Worked closely with Business Continuity Officers, Security Analysts, and Associate Portfolio Directors.

FREELANCE TECHNICAL & COMMUNICATIONS WRITER Aug. 2014 - June 2018

Self-Employed, Edmonton, AB

Excelled in developing communication strategies for organizations to coach audiences to promote strategic programs to inspire employee engagement.

Developed relationships with social media influencers to enhance online branding for clients that resulted in reaching international audiences.

Achieved excellence by thinking outside of the box with creative ways to tell stories through internal articles, newsletters, and blogs for stakeholders.

Effectively managed a marketing budget and business finances while freelancing full-time while developing communication plans that include business/marketing plans to enhance business.

SALESFORCE ADMINISTRATOR Jan. 2016 – Dec. 2016

PROPOSAL COORDINATOR Aug. 2015 – Dec. 2015

Civeo, Edmonton, AB

Produced internal a Salesforce user guide, internal business plan, marketing plans, sales reports, sales brochures and stakeholder meeting PowerPoint presentations appreciated by staff and executives.

Enthusiastically created Salesforce reports and quarterly visual dashboards for the sales team to improve sales performance.

Facilitated stakeholder meetings and one-on-one interviews with several departments while following up with designated experts to produce high-quality proposals which lead to winning opportunities.

Utilized market analysis to assist the Business Analyst in designing Oil Drilling Activity reports for the provinces of Alberta, British Columbia, Saskatchewan, and Manitoba. As a result, the reports identified sale opportunities for Sales Managers and Directors working at Civeo Canada.

MARKETING WRITER June 2015 – March 2017

Profit Gate Inc., Work from Home

Monitored project budgets and Google Analytics to confirm the performance of social media and blogging projects for 16 clients in total while working with the marketing agency.

Lead SEO content marketing campaigns for 12 clients by executing a social media strategy while working closely with the President to improve Google rankings and analyze social media engagement.

Successfully researched and writes digital marketing SEO blogs teaching readers DIY tips companies improving Google rankings for Profit Gate’s clients.

Gained a social media following and received invitations to write blogs on websites on Bloggers web pages resulting in an increase of customers through search engine optimization for four companies.

CONTENT SPECIALIST Dec. 2015 – Nov. 2017

Hired To monitor social media and blog comment responses to regional and national news stories by evaluating company guidelines.

CBC News (ICUC Social), Work from Home

Highly proficient Content Specialist working on a CBC News assignment to review the latest articles and comments to moderate content based on CBC guidelines on a team of international specialists with the desire to succeed and win.

Trained new hires of how to moderate comments providing best practices to support the onboarding experience resulting in an improvement of employee engagement.

I have collaborated with a remote team in Basecamp to provide help to new Content Specialists and follow up with the team on the progress of the assignment.

MARKET AND DATA ANALYST June 2015 – March 2017

Hired to work with the communications and professional development team to improve media interest, employee engagement and reach new target audiences outside of the accounting industry.

CPA Alberta, Edmonton, AB

Increased business by 35% in the Member Education department by writing magazine advertisements, email blasts, social media content, email newsletters and internal communications to employees.

Managed written content on the organization's professional development web pages and email campaigns with updates on upcoming products and services to an audience of professionals that enhanced the organization's image with an increase in revenue for Member Education.

Worked with the Communications Department on social media strategies using employee stories, promoting upcoming professional development courses and events that increased online engagement with members.

Monitored performance of online engagement about sold products and worked closely with communications, customer service, and directors to write effective messaging.

FREELANCE COPYWRITER Aug. 2014 – Feb. 2015

Contracted by the online communications publisher to work on an Ask.com project to write answers to questions published on the internet.

Internet Brands, Edmonton, AB

Received 3 – 5 articles per week in a queue to write communications to readers with education articles adding powerful images and YouTube videos to apply it in real life.

Successfully completed instructional automobile repair articles training Ford F-150 trucks and Lexus drivers to improve the quality of fixing automobile repairs.

Provided advice with recommendations of quality products for readers to understand their vehicle.

FREELANCE COMMUNICATIONS WRITER Nov. 2014 – Apr. 2015

Contracted by the online communications publisher to work on an Ask.com project to write answers to questions published on the internet.

TripleCurve, Edmonton, AB

Received 250 questions per week in a queue to write communications based on a style guideline for Aks.com visitors to find answers in a search engine search for information.

Contracted to complete an Ask.com assignment producing technical writing answers to questions on topics such as history, English, science, biology, and technology.

MARKETING AND COMMUNICATIONS SPECIALIST Aug. 2013 – June 2014

Enthusiastically run marketing and communications campaigns to reach target audiences in Ontario that resulted in a 35% increase of products and services sold on the team.

Visalus, Edmonton, AB

Trained social media marketing initiatives for teams using effective strategies for marketing contests, product launches, and upcoming events, which resulted in a 30% increase in revenue.

Lead marketing teams on presentation skills and high-level social media strategies to improve that resulted in an improvement of their overall performance.

Assisted event coordination for high ranked professionals for public speeches at event locations in and around the Greater Toronto area filming video footage for social media sites. Creatively managed a Presidential Director's social media marketing page-creating awareness of Visalus improving monthly sales.

INTRADAY ANALYST June 2011 – June 2012

TD Canada Trust, Markham, ON

Successfully managed the live day results of Fraud Management, Merchant Services, and Small Business and provided recommendations to senior management, executives, and support partners with exceptional tact and diplomacy helping the business to achieve their daily goals.

Actively monitored real-time activity of employees collecting attendance performance reported to Senior Management.

Strategically provided support for the system, telephone, and automated system outage events while preparing the business to function the next day effectively.

Delivered effective solutions by researching/analyzing complex issues and opportunities and made cost-saving recommendations.

CLIENT ACCOUNTS SPECIALIST Nov. 2008 – June 2011

Hired to work in the Account Recovery department and appointed to assist management by training and coaching employees that resulted in connecting effectively with customers while cross-selling banking products.

TD Canada Trust, Markham, ON

Employed to assist clients with debt consolidation and was selected as a member of the Operational Performance Committee to improve policies and programs through communication initiatives.

Showcased public speaking skills to articulate monthly presentations to activate discussions on the department’s core goals and elicited feedback on internal issues.

Leveraged creative writing abilities to craft email blasts and posters for contests, working alongside managers and specialists on projects to improve program processes.

Acted on employee concerns through cross-departmental initiatives to improve the work environment.

Conceived and implemented templates on Home Equity Line of Credit Statements to assist customer service representatives in clarifying the confusion on loans and revolving credit processes.

Marketed ideas internally which resulted in brainstorming sessions and contest launches to build employee engagement and foster strong work relationships among management.

Submitted a compelling story entitled “Why I love working for TD Canada Trust?” which was read in a video presentation for new hire training purposes.

Drew on critical thinking abilities to educate customers on finances and successfully counseled those in financial hardship, handling a large number of high-profile accounts.

Initiated a newsletter for employee participation in the Operational Performance Committee.

Acted as resource trainer for groups of up to 10 new hires on the fundamentals of negotiations and credit collections, performing role plays to instruct on policies and best practices.

Commissioned to rewrite company literature which was later distributed to various departments.

Recognized for knowledge in negotiations and productive communication skills and proactively edited internal pamphlets which were approved for internal distribution.

MARKETING COORDINATOR Apr. 2005 – Nov. 2008

Blue Nile Merchants, Mississauga, ON

Retained by this family business which sells health and wellness products, assisted in promoting its online business through various marketing strategies.

Leveraged creative writing abilities to create product literature, brochures, and business cards.

Masterminded effective online marketing initiatives by developing a social network presence and assisting in website content development which generated greater traffic.

RESEARCH SPECIALIST Aug. 2006 – Dec. 2007

CUSTOMER SERVICE SPECIALIST July 204 – Aug. 2006

Bank Atlantic – Fort Lauderdale, Florida (4 Years)

Recruited initially at the call center unit of the bank for customer services and sales and was later promoted to Research Specialist based on proficiency and excellence in handling documentation.

Facilitated internal communications by creating a monthly banking newsletter.

Improved staff morale with daily motivational quotes and assist in cross-selling banking products.

Galvanized time management skills to complete assigned tasks ahead of deadlines.

FREELANCE WRITER Summer 2003

Caribbean Today Newspaper, Kendall, Florida

Commissioned to write periodic articles on local events for publication and worked with the newspaper photographer on assignments at various locations.

Sharpened interviewing skills and developed journalistic abilities to write interesting articles to draw attention to community events.

PROFESSIONAL COURSES

May 2019 – Society for Technical Communication: Foundation Certificate

April 2019 – Pluralsight Certificate: ITIL Foundation: Lifecycle Phases and Processes

February 2019 – Pluralsight Certificates

Organizational Change Management for ITIL Practitioner

ITIL Foundation: Core Concepts

February 2019 – Government of Alberta: I-200: Basic Incident Command System

January 2019 – Government of Alberta: I-100: Introduction to Incident Command System

September 2018 – Pluralsight Certificate: Introduction to Business Information Technology

January 2018 – Pluralsight Certificate: Technical Writing: Documentation on Software Projects

January 2018 – Pluralsight Certificate: Writing Better Technical Reports

PUBLICATIONS

Blogs re-published on CNBC Make It, MSN Money, Yahoo Finance News. Contributor projects include Glassdoor career blogs and the Huff Post. Expert in collaborating with online influencers to produce guest blog posts to reach international audiences. Rated a top freelancer to follow by FlexJobs.

PROFESSIONAL DEVELOPMENT

PUBLIC RELATIONS CERTIFICATE

Ryerson University, Toronto, ON

Course focus: Newsletters and brochures

JOURNALISM & COMMUNICATIONS

Associate in Arts Degree, July 2012

Miami Dade College, Florida, 2003 – 2006, GPA: 3.25 /4.0

Page 3

Awards & membership affiliations

National Dean’s List Recipient, 2003 – 2006

Elite Award 2009 – in recognition of quota achievements in TD Bank

Member of R3 Account Recovery Discussion Board, TD Bank

Vice President, City Centre Toast Masters, Mississauga, ON, 2011 – Present

ONLINE COURSES

University of Pennsylvania Online Course, Viral Marketing & How to Craft Contagious Content (2017)

University of Colorado Boulder Online Course, Business Writing (2017)

Live Webcast Metrics Matter: A B2B Guide to Finding Real Marketing ROI (2017)

Salesforce ADM - Course Number 201 (2016)

Certificate in Social Media Marketing – The Complete Course, Udemy Course (2016)

Freelance Writing: Start and Market a Copywriting Business, Udemy Course (2016)

Certificate in Social Media Marketing – The Complete Course, Udemy Course (2015)

How to Start Getting Paid to Write Online: 33 Ways to Do It, Udemy Course (2015)

Copywriting: Becoming a Freelance Writer, Udemy Course (2014)

COMMUNITY OUTREACH - Miami Dade College

Note Taker: Effectively transcribed notes for students with disabilities during class lectures.

English Tutor: Provided proofreading and comprehension guidance to adult students.

Freelance Writer: Developed newsworthy stories and conducted interviews for college publications.

COMMUNITY OUTREACH - Miami Dade College

Mail Chimp, Visio, SharePoint, Salesforce, Asana, Wrike, Podio, PitchBox, WordPress, Sequoia, Google Analytics, InDesign, Basecamp, Adobe Photoshop, MDB System, Lync, PeopleSoft, Skype, Microsoft Office.



Contact this candidate