Social Media Customer Service

David F. Rodney

**** * ******** **. *********, WA 99336 425-***-****

********@*****.***

Summary

** ***** ********** ** ******** account and technical support. Digital troubleshooting for Amazon Software Downloads, Music, Video, Apps, Devices, Alexa. Bachelor of Arts degree completed at University of Washington Strong background in security-conscious information management Skills

Experience with signage and label creation, graphic design work, and retail merchandising. Visual communications courses at university.

Experience with Windows, Ubuntu, Mac, Android, Word, Excel, Access, Powerpoint, Amazon FireOS, Adobe Photoshop, Illustrator, Freehand, Linux. Achieved success in marketing, social media, of my family business.

Professional Experience

Amazon.com

2010 – 2019, Digital Tech Support

- WiFi network, hardware and system troubleshooting

- Provide over-the-phone and email support for digital products and services

- Tier 2 tech support lead, in support of tier 1 tech support representatives

- Specializing in Alexa, Amazon Instant Video, Amazon Appstore, Fire TV, Amazon Music, Games and Software Downloads, worldwide Kindle support

- Created professional development program for business writing skills

- Participated in advanced programs to engage early adapters and gather actionable feedback for special product releases.

David Rodney Inc, dba Sweet Treat Ice Cream

2008 – 2012, Owner

- Developed logos, ads, coupons, signage, posters, promotional flyers, designed and decorated cakes, processed and posted thousands of images for social media.

- Manage employees, scheduling, financing, supplies, marketing

- Successful ongoing social media program on Facebook

- Completely renovated and re-branded business

Verizon Wireless Financial Services

2001 – 2009, Financial Services Senior Representative 2008 – 2009, Credit Review Specialist

- Reduced bad debt and customer turn-over

- Consistently excelled at first-call resolution

- Handled escalations with advanced communication skills and greater latitude

- Provided guidance to co-workers in areas of systems and performance

- Identity verification using government issued ID, credit check tools

- Recognized for high achievement as Employee of the Month

- Applied credit decisions and assisted sales agents to complete sales FedEx Kinko's Business Centers

1992 – 1999 Digital Services Manager, Shift Supervisor, Key Operator

- Managed the digital department of a high-volume business service center

- Set up and networked workstations.

- Established systems that helped significantly reduce errors in all stages of production

- Delivered outstanding customer service within tight time constraints

- Expertise on most end-user applications, on both Mac and PC platforms

- Streamlined all routine operations to make them intuitive for new department employees

- Production, equipment maintenance, daily accounting, training, purchasing, and merchandising

- Composed and delivered semi-annual co-worker reviews US Army

1987 – 1992, Psychological Operations Specialist, Sgt

- Researched and analyzed methods of influencing foreign populations

- Developed a variety of marketing and media products

- Experienced with tools used to measure effectiveness Education

Bachelor of Arts degree, English Literature, University of Washington, 2001 Completed transfer program, English, Bellevue College, 1993 Completed Korean Language Course, Defense Language Institute, 1989 Professional History

(August 2010 – Present) Amazon.com

(August 2008 – November 2012) David Rodney Inc, dba Sweet Treat Ice Cream

(December 2008 - March 2009) Verizon Wireless Credit Review

(July 2001 – December 2008) Verizon Wireless Financial Services

(November 1992 – December 1999) FedEx Kinko's Business Centers

(October 1987 – October 1992) US Army Reserve

Corporate Training

Completed hundreds of courses at Amazon, Kinko’s, and Verizon Wireless covering diversity, organization, leadership, security, confidentiality, customer service, soft skills, diversity, marketing. Only agent in a Farmers office to pass both certification tests at once to sell Life, Disability, Home, Auto, and Securities-based insurance for Farmers Insurance Group.

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