Social Media Customer Service

SASHA GLASS

202-***-**** • ************@*****.*** • www.linkedin.com/in/sashaglass

Skills

Software: Microsoft Office Suite 2016 (Access, Excel, PowerPoint, Word); blogs, and wikis; basic understanding of database and SQL, JavaScript, Python, C++, Bot Development with Automation Anywhere, Jira

Hardware: Micros Systems POS; HP desktops & laptops; Dell desktops & laptops; HP printers

Support: Customer service support (email, phone, and in person), Sales Support (research market, product, service and client information)

Project Management: Group experience leading, logistics, communication, negotiation, problem solving, and influencing project delivery and outcomes, social media management

Certification(s): Azure Fundamentals, working towards Microsoft Office Specialist (MOS) certifications, Google certifications, CompTIA A+

Experience

Ciena Hanover, MD

Intern / Quality Assurance August 2021 – January 2022

Develop bots to automate business processes using Automation Anywhere, which ensures accurate information is transferred and less manpower is used on repetitive tasks

Utilize the sprint cycle in continuous sprints with a 3-week duration using Jira to stay informed on the team’s progress and QA tasks

Work with the team each week to ensure projects are progressing using the FAST application which allows everyone on the team to see the progress of a project

Noir Social House Washington, D.C.

Consultant / Social Media Manager December 2018 – Present

Compose clean, compelling social media posts, five plus times daily (Facebook and Instagram) and respond to inbound inquires in a timely manner, resulting in higher brand awareness and social media interaction

Manage and organize a content calendar, planned promotional campaigns, and analyzed engagement data to develop a more comprehensive social outreach strategy; at least 10 times daily using Google Calendar, Eventbrite, Facebook Events, and Instagram

Direct and execute logistics project to create a stronger brand identity and connect with target audience Renaissance Hotel Washington, D.C.

Server September 2019 – March 2020

Provided excellent customer service to 80+ guests daily, in a highly professional convention hotel, leaving a lasting impression and ensuring a return of business

Used extensive knowledge to anticipate the needs of guests resulting in customer satisfaction

Maintained corporate groups of at least 20+ guests, 3+ times daily, creating a professional social environment Education

University of Maryland Global Campus – Expected graduation: 2023 Adelphi, Maryland Computer Networking & Cybersecurity February 2022 – Present Year Up, National Capital Region Washington, D.C.

Software Development March 2021 – March 2022

Participate in leading national career development program that prepares students for roles in IT support, software development and testing, project management, or frontline sales; program includes college-level coursework, career training, and a 6-month corporate internship

Enrolled in Software track to prepare for roles in software testing/quality assurance, programming, data analytics, and application development

Anne Arundel Community College Arnold, Maryland

Associate of Arts, Entrepreneurship May 2018

Awards and Honors

Year Up: Academic Excellence Award, EPIC Award July 2021 Anne Arundel County Community College: Deans List May 2017, December 2017, May 2018

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