Customer Service Social Media

Steven Elliott Velasquez

Upland, CA ***** 909-***-****

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EDUCATION

California State University Fullerton, Fullerton, CA GPA 3.6

• Bachelor Degree in Communications Public Relations Relevant coursework: Ad and Brochure Development, Video and Photo Editing, Analyzing Media Framing, Damage Control of Negative Press, Analyzing Current Media Trends, Survey Creation, Basic Google Analytic Knowledge, Compiling and Presenting RFP and Applicable Research, Social Media Management, Developing campaigns to reach target audiences/demographics. Leadership Position: Director, Marketing Producer, Project Head, Lead Research Analyst EXPERIENCE

Home Energy Assistance Living, Monterey Park, CA 07/2019 - Current Outreach and Assessment Specialist

Outreach and enroll utility customers into assistive social programs. Produce succinct and detailed reports of their eligibility for the programs.

● Compile detailed reports regarding households income and installation feasibility.

● Assist customers in understanding and evaluating their utility usage.

● Document and provide relevant home installations.

● Provide customer service.

MAROMA Energy Services, Upland, CA 03/2017 - 07/2019 Data Entry Specialist/Customer Service Representative Responsible for guiding and communicating day-to-day operational activities with contractors, agencies, and Company staff. Maintaining relationships with agency/contractor staff and customers by providing prompt and accurate service.

● Communicate regularly with the management team, and immediately notify them of key issues or concerns.

● Researches and analyzes information to access validity of complaints and to determine probable causes.

● Develop, maintain, and submit various reports, such as contractor performance and production reports

● Provide guidance to other customer service representatives and assist representatives with escalated calls

● Coordinate with contractors to ensure all work is completed in a timely manner

● Serve as quality control coordinator for intake forms and back up reviews and submits contractor invoices to Management Team for approval and payment

TellTale Games Studios, San Rafael, CA 03/2018 - 08/2018 Social Marketing Data Analytics Intern

Collaborated with internal team leads to produce daily reports summarizing the results, trends and opportunities within ongoing social marketing activity.

● Provides recommendations on social marketing activity, providing insights to improve performance and adoption among target audiences

● Acts as a point of contact between employer and the social analytics tool provider, ensuring effective support, education and updates.

● Educates team members on basic social analytics fundamentals, while ensuring understanding of how to use our social analytics among a range of stakeholders.

● Analyze and identify habits of our online consumers and suggest ways to reach a broader audience.

● Identify social trends and ongoing consumer sentiment across our social channels, content, and Brand conversation overall.

SKILLS

Strengths: Communicative, time management, teamwork and problem-solving skills, Analyzing data, Detailed understanding of all social media platforms, including but not limited to YouTube, Instagram, Pinterest, Facebook, Twitter, and Tumblr - both as a marketer and as a user, Analytical background and understanding of social platforms and backend data/results, Hands-on experience with social media platforms paired with digital marketing campaigns Computer: Proficient in MS Word, Excel, and Powerpoint. Experience using social platform management tools such as Sprinklr and Salesforce, Experience in editing softwares such as Adobe Premiere Pro/Photoshop, Basic Knowledge of Google Analytics, and Proficient with Qualtrics.

Languages: Spanish and English

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