Customer Service

Rose Marable

Customer Service / Social Media Manager

*******@*******.*** • 301-***-****

LinkedIn • DC

Creative and detail-oriented professional harnessing 10+ years of experience to deliver superior quality service, leading to customer satisfaction and client retention. Demonstrated track record of leveraging insights of digital marketing and communications to create content. Proven success at ideating, strategizing, and executing ideas and special projects across various media channels to develop a strong brand identity with consistent messaging aligning with company voice. Skilled at boosting and tracking online traffic and engagement to optimize revenue. Natural communicator, talented at cultivating beneficial relations with key personnel through networking and collaborations. Adept at prompt problem resolution and managing complex complaints and escalations. Experienced at marketing, advertising, and content creation to captivate audience interest, acquiring key client base.

Areas of Expertise

● Digital Content Management

● Operations Management

● Strategic Communication

● Customer Service

● Audience Engagement

● Customer Facing

● Correspondence & Collaboration

● Media Relations

● Social Media Management

Professional Experience

Rosebud's Barbeque, Capitol Heights, MD

CEO

January 2002 — Present

Deliver exceptional customer service, ensuring satisfaction and retention. Develop and integrate customer engagement strategies across social media platforms such as Twitter, text, Instagram, Facebook, and other channels. Conduct interviews, guide employees, and evaluate performance, ensuring a high-performing team. Oversaw growth of diverse social media accounts, including LinkedIn, Facebook, Instagram, Yelp, Twitter, Google Comments, and Verses.

●Designed and implemented comprehensive customer communications plans, encompassing printed materials, signage, and website content for public dissemination.

●Successfully researched, designed, and co-created dynamic with a blend of innovation and user-friendly design.

●Established a prominent media presence, as featured in The Washington Post (1) and (2).

●Created, designed, and published impactful annual campaigns on Twitter, Facebook, Instagram, and YouTube.

WMATA, Washington, DC

Rail Operations Information Controller

January 2022 — December 2022

Oversaw seamless Metrorail operations. Led field visits and attended refresher courses to stay abreast on station procedures, exhibiting dedication to safety and efficiency. Reviewed reports on incidents such as fire, smoke, and customer-related issues to initiate swift actions through effective coordination with Rail Operations Control Center and relevant authorities. Collaborated with multiple departments, including Bus Operations Control Center and Metro Transit Police Department, for efficient response to incidents.

●Achieved consistently highest percentage of customer satisfaction through proactive incident management.

●Coordinated alternative service arrangements during rail delays, ensuring minimal disruption to commuter experience. Maintained proficiency in communication devices and equipment configurations, ensuring swift and accurate dissemination of information.

●Recorded and reported incidents accurately, utilizing ROCC's maintenance database (Maximo).

WMATA, Washington, DC

Social Media Representative

December 2020 — January 2022

Performed research on evolving trends, enabling informed decision making for engagement strategies. Identified opportunities for brand and influencer engagement across diverse social platforms. Engaged in content ideation and creation support on Facebook, Twitter, Instagram, and chat, fostering a dynamic online presence. Monitored social conversations, collecting valuable data for audience analysis and competitive industry reporting.

●Demonstrated exceptional responsiveness, consistently responding to highest percentage of customer inquiries.

●Efficiently scheduled content and managed Digital Asset Management programs, streamlining workflow.

●Partnered with multiple internal and external stakeholders, facilitating the flow of rail/bus service-related information.

●Maintained up-to-date knowledge of service disruptions on WMATA’s website, providing timely updates to internal and external customers.

Washington Metropolitan Area Transit Authority, Washington, D.C.

Consumer Representative

January 2011 — December 2020

Providing quality service at every touch-point through communications, ensuring clarity and alignment with brand image across various platforms. Responded to inquiries through face-to-face interactions, email, phone, and executive correspondence, contributing to a positive customer experience.

●Maintained an outstanding track record of assisting customers with a 100% resolution rate.

●Accurately captured and logged customer data, including complaints, comments, suggestions, and Lost & Found inquiries in the Customer Relationship Management System.

●Tracked news releases related to Metrobus changes, detours, and service disruptions.

●Played a pivotal role during inclement weather, emergencies, and in a 24/7 operation work environment, supporting the team and ensuring consistent service excellence.

Additional Experience

Revenue Processing Technician, Washington Metropolitan Area Transit Authority, DC

Customer Information Specialist, Washington Metropolitan Area Transit Authority, DC

Customer Service Shift Manager, Air Wisconsin Airlines, Dulles Airport, VA

Co-Owner Operator, Rosebud’s Barbeque, Capitol Heights, MD

Flight Attendant, Northwest Airlines, Minneapolis, MN

Education

Master of Science in Strategic Communications, University of Maryland Global Campus

Bachelor of Science in Business Management, University of Maryland Global College

Associate of Arts in Liberal Arts, Prince George's Community College

Certifications

Georgetown University Social Media Management Certificate

Wilma Boyd Career School Customer Service Engagement Certificate

Technical Skills

Microsoft Office Suite, Facebook, Twitter, Instagram, Chat, Text, Hootsuite and Twinkler, ATIS, CRM, RTBIS, and SWIFTLY

Awards & Honors

Employee of the Quarter Award

Awarded first place (twice) during Customer Service Week, judged by Lynn Bowersox

Numerous awards for providing above average customer service to customers

Numerous perfect attendance awards

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