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Customer Service Social Media

San Francisco, CA
April 13, 2016

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Najja Wilborn

**** ********* **** ***********, ** 21029 410-***-****

Personal Profile

Successful professional with a proven history of supervising and planning; while coordinating relevant tasks between departments. I have received special development in quality control, handling confidential grievances, drafting talking points; and liaising with various clients.

Core Competencies Professional Development

Communication Management

Project control, tracking & measurement

Team Leadership; Representation

Problem solving skills

Managing Vendors and Networking

Scheduling & Prioritizing

Ensure Quality and Control of Work Product

Technical Knowledge

Type ‘A’ Personality, perfect for Private Sector and Analytics

Multiple years experience with workforce analysis and planning, auditing, process improvement and simplification, and team/project leadership and management.

Successfully engage with customers and clients to maintain rapport and deepen the customer service experience. Ensure compliance as mandated by state and Federal rules and regulations in every position.

Ensure integrity and delivery of multiple projects in respect to time, budget, scope and risk.

Extensive experience in most areas of software to include all Microsoft and Adobe software; extended knowledge and experience interfacing through Social Media: Facebook, Twitter, Instagram, Google+, LinkedIn, Wordpress, and Pinterest. Familiar with both PC and MAC interfaces.

Thomas Creations October, 2013 to Present

Communication Specialist

oFormulate ideas for Social Media, Online Communities, Blogs and Live Chats to generate brand increase audience awareness, and articulate the programs, policies, and products of the association.

oProduce and maintain communications materials such as content on web pages on intranet and corporate websites, electronic newsletters, memos, even summaries, email communications, videos, and PowerPoint presentations. Ensure all materials are within agency style guidelines and other design standards.

oManage communications projects through the full lifecycle (research, writing, approvals, editing, proofreading, working with graphic designers, overall quality control, mailing and/or electronic distribution, content updates) for internal and external audiences.

oAssess the effectiveness of communications materials, strategies and tactics; Evaluate outcomes and recommend modifications and new techniques.

Wegmans Grocery Store September, 2013 to Present

Cashier; Vendor Display Demonstrator

oPerform all steps in the checkout process including scanning and bagging items at a rate that meets store requirements, accepting and processing different forms of payment and making accurate change to ensure no overages or shortages of money.

oAssist customers in locating products by understanding and familiarizing self with store layout and solve customer problems in a timely manner. Advertise store and company products through demonstrations and displays.

Giant Food Store August, 2012 to September, 2013


oOperated cash register to itemize and total customer purchases.

oExperience with cash handling, checks or charge payment transactions for customers.

oBalanced drawers at the beginning and end of the shift.

Johns Hopkins Applied Physics Laboratory January, 2011 to June, 2011

Intern: Global Satellite Communications

oUtilized Global Satellite communications between military bases.

oResearched military current events and assisted with equations to determine electronic measurements.

oIdentified route cause analysis and programmed computer routers.

oDrafted meeting minutes during conferences.

Maggie Moo’s Ice Cream and Treatery June, 2008 to July, 2011


oIncreased customer volume by conducting outreach operations with local schools and businesses. Created efficient facility operation in accordance with company policies and standards by establishing and monitoring productivity goals.

oManaged and executed company database program to perform payroll, inventory, and employee file management duties; staff closely monitored to ensure proper clock-in/out procedures were taken.

oAssisted with the training and on-boarding of all new employees in addition to ensuring current staff is up to date with all company standards and policies; lead cross-functional teams on key projects to meet establishment goals.

oAttended and recorded meeting minutes in weekly meetings and conference calls to distribute to staff, supervisors and peers.


University of Maryland Baltimore County August, 2012 – December, 2015

Bachelor of Arts, Media and Communications Studies; Minor, Journalism

Stetson University August, 2011 – May, 2012

Bachelor of Science, Environmental Science

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