Social Media Customer Service
Resume:
Leila Roos
EDUCATOR I WRITER I EDITOR I ARTIST
Savannah, GA 31411
**********@*****.***
EXPERIENCE
Savannah College of Art and Design - SCADcares Concierge Guide JANUARY – NOVEMBER 2023
Played a role in developing a new university support department from the ground up. Served students, families, alumni, and the greater SCAD community by providing answers, directions, resources, and creative problem-solving. Engaged in customer service as well as outreach with communications over phone, email, live chat, and social media, documenting every interaction and analyzing trends and themes across time. Team lead for designing Salesforce lexicon and categorization for data input optimization. Focused on increasing communications between departments and contributed to the orchestration of events and volunteer opportunities. Savannah Country Day School - Substitute and Assistant Teacher NOVEMBER 2021 – DECEMBER 2022
Followed lesson plans, managed the classroom effectively to encourage student participation, minimized distractions and maintained a positive learning environment, supervised students in and out of the classroom. Rocca al Mare Kool, Tallinn, Estonia - ESL Teacher AUGUST 2018 -MAY 2022
Recent: part-time transatlantic English teacher: taught high schoolers online. Lessons consisted of video / audio lectures, journalism, writing assignments, discussion groups. Previous: full-time, in-person ESL teacher: taught English to 4th-12th Graders. 'Communication first, English second' approach focused on articulation, self-expression, critical thinking, and creative expression. Tallinn University, Tallinn, Estonia - ESL Lecturer FEBRUARY 2020 - FEBRUARY 2021
Taught ESL courses for social workers and child protection specialists in Semester I; taught journalism & current events to general English students in Semester II. Emphasized organic communication and active language use. New York Estonian School, NYC - Assistant Choral Director AUGUST 2016 - JUNE 2018
Instructed children ages 5-15 in singing: coaching pitch, tone quality, and vocal range. Taught reading and memorizing music, performance skills. Magazines / News Outlets - Freelance Writer & Copy Editor AUGUST 2010 - JUNE 2018
Wrote / edited for independent tech, politics, and entertainment outlets:
+ The Skinnie Magazine, South Magazine (Savannah, GA)
+ Tech Times, JP Updates (NYC)
Savannah Country Day School - Assistant Choral Director AUGUST 2010 - MAY 2011
Instructed middle and high schoolers in singing: coaching pitch, tone quality, and vocal range. Taught reading and memorizing music, performance skills. EDUCATION
CUNY Graduate School
of Journalism, NYC
- M.A. in International
Journalism
AUG 2013 - DEC 2014
- St Northfield, Olaf B.A. in College, Philosophy MN AUG 2006 - MAY 2010
SKILLS
Mentoring
Journalism
Creative Writing
Content Creation
Public Speaking
Drawing & Design
Copywriting Computer ACCOMPLISHMENTS Proficiency & Editing
+ Conducted New York
Estonian Children's Choir
at Lincoln Center
+ Developed middle school
notebook penpal program
+ LANGUAGES Mentor for young artists
English Estonian German Spanish Arabic ((Beginner) ((Expert) Intermediate) Intermediate) (Expert)
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