Communications Specialist/Social Media Specialist
Resume:
MORGAN JONES
acgxff@r.postjobfree.com
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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