Social Media Customer Service

Paula MacLeod

**** ******* **, ******, ** *****

H: 919-***-**** C: 919-***-**** E: *****@**********.*** Portfolio: http://flowersoup.com

LinkedIn: https://www.linkedin.com/in/paulamacleod About Me I have extensive experience in writing, editing, and creating and following style sheets for standards, voice and branding. Specifically, I’ve written technical documentation, process documentation, grants, course guides, press releases, informative articles, white papers, interviews, storyboards, blogs, and newsletters. Additionally, my graduate work focus was on content creation and design for print and web. I am committed to fostering good relationships and interactions and work well independently as well as part of a team. I’m highly organized and approach tasks in a process-oriented and data- driven way. My portfolio includes examples of my written work in research, visual design, and video/audio work.

Experience Operations Manager, Temporary January 2019 – March Kim Solomon Realty

Duties include managing marketing campaigns and advertising; social media creation and tracking SEO; managing client databases; maintain accounts and manage budgets; managing MLS listings; creating necessary documentation for buyers and sellers; maintaining excellent communications with clients and vendors; assisting with lead generation; tracking listings status through buy/sell process and collecting data to set monthly goals.

Office Administrator March 2017 – December 2018

Parkwood Homeowners Association, 1000 + home neighborhood Manager of a small office; general duties include interacting with the community through phone, email, and social media in a professional manner with good customer service; taking, writing, editing and publishing Board of Directors minutes; management of spreadsheets and computer files (MS suite) and maintenance of neighborhood website and social media; management of publishing the monthly newsletter, including content creation, oversight of advertising, layout and editing, coordination of printing and delivery on monthly deadlines; process weekly accounts. Created office documentation for processes; created a neighborhood communications plan based on neighborhood history and demographics, and best practices; established social media accounts, guidelines and how to track analytics. Also manage and maintain multiple calendars for community center, community activities and ball field reservations. Requires the ability to work independently and efficiently while responding to requests and interruptions.

Elon University, graduate student August 2014 – May 2015 I took a 10-month intensive program in Interactive Media. The program is part of the Paula MacLeod Resume PM

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School of Communications and focuses on graphic design, web design and development, marketing, and UX methodologies. Among the projects that I worked on were a survey study for the NC Zoo that assessed the public response to interactive learning kiosks at the new polar bear exhibit. Using the data we gathered interviewing the public over two days on-site, we created a usability report with metrics highlighting the key aspects of participant perception and reaction to the exhibit. The design team used this valuable information in an application for an award given by the Association of Zoos and Aquariums for exceptional exhibits. I was also the writer on our team assigned to work with two non-profit clients in Costa Rica to address their web presence needs. I conducted all interviews and worked with our photographer and videographer to use the best shots, clips, storyboards and voice-overs to create compelling content. Additionally, I issued press releases, handled social media, SEO for each site, and tracked Google analytics to assess web traffic. The Molinos Verde de Moringa site won 2nd place in the 2014 Association for Journalism Education and Mass Communications Best of the Web Competition.

Measurement Incorporated, Durham, NC 2010 – 2014

Reader/Evaluator, Team Lead, Assistant Scoring Director The Reader/Evaluator analyzes student writing based on individual client-approved rubrics from various state boards of education. I had excellent statistics for speed and accuracy, which are the two most important job proficiencies. After a year, I was asked to join multiple projects as a Team Leader. I was responsible for training and monitoring performance for groups of seven to 12 Readers. In my last project, I was an Assistant Scoring Director. In the role, I managed eight Team Leads by monitoring statistics, identifying readers who needed re-training, and I oversaw recalibration tests and reports. Flower Soup Mosaics, Durham, NC 2000 – 2014

Owner, Artist, Entrepreneur

As the sole proprietor, I did it all. All of the artwork; contracts with galleries, clients, and arts centers; website maintenance, social media, press releases, newsletters, course guides, grant proposals; finances, budget planning, and taxes. Some of my biggest successes include an Emerging Artists Grant (2000-2001), appearances on Home and Garden TV and PBS, multiple juried show awards, work featured in numerous publications, and participating in the NC Cow Parade. (I created a cow for the UNC Children’s Hospital, 2012. Currently on display at Vietri Outlet in Hillsborough, NC). Nortel Networks, RTP, NC 1990 – 2000

Technical Writer, Editor, Senior Process Specialist Working in an engineering group, I interfaced with several departments to develop and maintain software and firmware documentation. In a documentation group, I edited product documentation for a group of writers and maintained style guides. In my last position, I spearheaded a writer improvement program, tracking writer performance statistics to identify areas for improvement in writing and the documentation process. Additionally, I managed the internal and external ISO 9000 audit process for the documentation department. I received several awards, including one for a successful external audit.

Paula MacLeod Resume PM

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Education Elon University, Elon, NC 2015

Master of Art, Interactive Media

East Carolina University 1990

Bachelor of Art, English, Minor, Psychology. Honor Student. Skills Writing Editing Visual Design Adobe Creative Suite Microsoft Office Suite HTML 5/CSS UX Research and Methodologies SEO Social Media Management Data Visualization WordPress Invision Lucidpress Buffer Canva Professional

Organizations

NC Notary, # 201*********

Triangle UX Professionals

Triangle Marketing Club

Independent Animal Rescue, Fundraising Team

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