Social Media Service Representative

JENNIFER DONATELLI

*** ****** ******, ******** ****, MD 21225 · 443-***-****

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SUMMARY

Results and service oriented professional with extensive supervisory, marketing and editing experience, as well as exceptional customer service and social media skills.

EXPERIENCE

9/2019 - PRESENT

CUSTOMER SERVICE REPRESENTATIVE, ATS Call Center/Telerep

Customer Service Representative provided excellent customer service to variety of clients.

• Answer average of 50-100 calls a day and relayed information in prompt, professional manner.

• Am trained to handle 100 diverse clients, including a national nonprofit organization, public radio stations, national and regional law firms and heating and air conditioning companies.

• Take orders, process credit card payments, schedule appointments, take messages and relay information on behalf of clients to people from across the United States.

9/2014 – 8/201T

MEMBERSHIP AND MARKETING TEAM LEAD, sam’s club

Membership and Marketing Team Lead supervised six associates in membership and marketing department.

• Supervised and trained associates on cash register and software, including Web Mtracks, Express and Salesforce programs.

• Used Salesforce system to document productivity which included making 100 phone calls a week to prospective business members.

• Processed membership and credit applications, resolved customer issues and answered inquiries. Also, upgraded members to plus program, processed returns and answered phone calls.

• Assigned duties to cashiers, door greeters and self-checkout associates, such as checking receipts, promoting benefits of the membership and assisting members.

• Maintained the club’s change drawer of $2,000 for cashiers and managed their lunches and breaks.

• Organized and arranged membership drives through appointments and special events with businesses, schools and other organizations.

• Conducted open houses for nonmembers to convert them to members.

6/2014 – 6/2014

NEWS WRITER/EDITOR, Johns Hopkins University Bloomberg School of Public Health

News Writer/Editor researched science, medicine and public health news articles for daily e-newsletter on public health issues.

• Searched Internet for global health articles for inclusion in daily e-newsletter, as well as composed summaries based on those articles.

• Created databases of officials at universities’ schools and ministries of public health at international, national, state and municipal levels.

• Networked and invited officials to subscribe to the e-newsletter.

2/2011-2/2012, 1/2014

FREELANCE WRITER, LOCAL EDITOR, Aol/Patch.com: Glen Burnie, Odenton, Catonsville, Elkridge Patches

Editor and web content producer utilized content management system to update two websites several times daily with edited stories, photos and videos as Local Editor.

• Increased number of fans on Elkridge Patch’s Facebook page from 980 to more than 1,000 in first two days as Local Editor.

• Produced photographs and uploaded videos to websites to accompany original stories.

• Developed a network of resources in two counties of government, school, police and fire department officials.

• Promoted stories using social media of Facebook and Twitter.

EDUCATION

BACHELOR OF ARTS, COMMUNICATION

University of Scranton

SCRANTON, PA.

TECHNICAL SKILLS

Leadership Development

Communication

Problem-solving

Writing/Editing

Organization

COMPUTER SKILLS

Microsoft Word, Excel, Outlook, Gmail, Google Docs, Google Drive, Adobe Photoshop, Adobe InDesign, Facebook, Twitter, LinkedIn, Instagram, Pinterest

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