Social Media Manager

SETH HALEY

540-***-**** adhd54@r.postjobfree.com Hurst, TX

PROFESSIONAL SUMMARY

A goal-oriented leader and content creator, specializing in transforming operations by aligning policy, procedures, and training with organization-wide strategy. Excels at clear and effective written and verbal communication as well as providing keen insights for operational improvement. A proven track record of tailoring content to internal and external audiences for sales, customer support, and social media. WORK EXPERIENCE

Rent-A-Center, Operations Manager 2016 - 2020

Managed 30-50 employees, including 2-3 supervisors, 2 Social Media Specialists, and Credit Reporting agents

Led customer support operations for approx. 1 million annual customer interactions, including strategic support of training and development, quality assurance, reporting, human resource functions, and project management Identified interaction resolution gaps, totaling over $1 million in potential annual savings

Closed performance gaps by identifying opportunities, designing solutions, and effectively communicating new policies, training, and expectations

Increased QA scores and customer satisfaction YOY by 60% and reduced turnover by 90% Decreased credit inquiry response times and increased accuracy, while utilizing fewer FTE’s and meeting compliance standards of the FCRA

Improved quality and response time of social media support by writing effective response templates, developing best practices, and streamlining communication with other departments

Collaborated with Marketing, Legal, HR, IT, etc. to synthesize content for communications, policies, and SOPs

Supported supervisors in properly handling and documenting HR issues (FMLA, LOA, Bereavement, etc.)

Coordinated and promoted department-wide events

Composed and edited job descriptions and interview questions for multiple positions Rent-A-Center, Training & Quality Specialist 2015-2016

Designed, composed, and delivered training for multiple lines of business

Created and executed training for best practices of coaching and feedback for supervisors

Updated training materials to improve agent knowledge and department culture

Wrote, edited, and modified new and existing SOPs based on leadership feedback and business needs

Developed new call quality form and quality reference documents

Scored calls for multiple lines of business and coached new hires on best practices, and customer service

Calibrated accuracy and efficiency of quality assurance forms for multiple lines of business

Created positive new hire experiences aimed at increasing morale and retention La Quinta, Contact Center Specialist 2013-2015

Executed the strategy for over 4,200,000 annual guest experiences supported by outsourced contact centers

Consulted leadership team of 400 guest advocates concerning hotel operations, sales, and the guest experience

Designed, developed, and implemented performance improvement solutions to drive measurable results

Composed and delivered interactive training materials for multiple skills

Wrote and edited new SOPs and policy documents

Developed and calibrated quality assurance forms for multiple agent types

Transitioned personalized Group & Tour travel planning (28 Agents) to new vendor Conversions of requests to reservations increased 20%

Transitioned general reservations and loyalty program (approx. 300 Agents) to new vendor Seth Haley

Conversions of calls to reservations increased 10% La Quinta, Front Desk Service Representative 2011-2013

Served the needs of guests in a genial and welcoming manner; solved guest problems quickly and efficiently

Handled hotel operations and logistics

Assisted in training new team members

SKILLS & EXPERTISE

Internal Brand Communication, Content Creation & Editing, Social Media Strategy & Customer Response, Learning Strategy Design, SOP & Job Aid Development, Process Improvement, Strategic Planning, Project/Program Management, Public Speaking

Proficiency in

Excel, Outlook, Powerpoint, & Word

Familiar with AP style writing

Sprinklr, Facebook Business Manager, Facebook, Twitter, Instagram Google My Business

SalesForce Chat

Medallia

Interaction Intelligence (I3)

ServiceNow

EDUCATION

Bachelor of Arts Double Major in International Studies & Drama Randolph-Macon College, Ashland, VA

Minor in Religious Studies 2010

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