Communications Specialist/Social Media Specialist

MORGAN JONES

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

804-***-****

www.linkedin.com/pub/morgan jones/53/8a5/94/

COMMUNICATIONS SPECIALIST

Seven plus years of financial service experience with a Fortune 500 company. Outstanding skills in relationship

management, presentation delivery and writing ability. Strong analytical expertise with the aptitude to solve

complex problems using creative solutions. Provide client and process management through innovative

marketing strategies utilizing social media. Collaborative professional with strong teamwork focus.

EDUCATION

Virginia Commonwealth University

2013 B.S. Mass Communications, Public Relations, (Minor: General Business)

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EXPERIENCE

Capital One

Richmond, Va.

Social Media Specialist Card Digital Servicing June 2013 – Present

Monitor, research, and respond to customer inquiries and complaints directed through various Social Media

channels

Proactively engages with Brand, Legal, Corporate Communications and IT senior management,

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effectively responding to complaints falling within unique PR sensitive situations.

Create and analyze data regarding complaint volumes, trends and customer feedback relevant to partner

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lines of business facilitation management interventions

Manages Capital One brand voice across all social content marketing and publishing on social platforms

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(Facebook, Twitter, Google+, Pinterest, and LinkedIn), ensuring consistency

Recognized for project management skills in creating and implementing a foreign language assistance

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process

Customized visual management boards to illustrate customer pain points and highlight team

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achievements

Capital One

Richmond, Va.

Sr. Frontline Specialist Customer Agent Advocacy Team June 2011 – June 2013

Supervisor for highly visible team, provided liaison support for customer service representatives and

management, assisted in the coaching of agents and implemented special projects for management.

Trained, motivated, and coached customer service teams to strengthen world class customer service

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skills

Delivered developmental feedback to phone agents; prepared progress reports and updates to managers

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