GIOVANNA HAMMER

**** ******* ******, **. ***** 419-***-**** admal6@r.postjobfree.com

OBJECTIVE

Seeking a position at as a freelance copywriter to advance my knowledge of communication, marketing and public relations to apply my creative, detail-oriented skills for an invaluable customer experience.

SKILLS & ABILITIES

Excellent Oral Communication

Excellent Written Communication

Product Reviewer for 5+ years

Proficiency in Microsoft programs

Personal Blog experience

Blog experience for Fortune 500 – Owens Corning

Self-awareness to make improvements or take corrective action

Continuous improvement mindset

Problem-solver

Business Entrepreneur 10 years

EXPERIENCE

Freelance Writer 09-2012 - Current

Toledo, OH

Independent writer, blogger and product reviewer for multiple industries based on customer requirements. Utilizing my own understanding for creative content that is sure to engage and attract people to a brand. Researching industry-specific needs and marketing approaches for a more informed product versus a personal approach that sets a brand apart from their competition.

Call/Email Quality Monitoring Lead, Owens Corning 01/2021 - Current

Toledo, OH

Leading internal and third-party team partnerships in call/email quality monitoring for all customer interactions for North American building materials groups – 4,500 interaction volume per month average. Ensuring a positive customer experience through data analytics, team calibrations, customer service representative 1:1 calibrations and fun, interactive trainings. Revised Soft Skills training for customer service new hires to ensure learning capabilities for everyone to promote inclusion. Created, designed, and implemented workshops for experienced customer service representatives to maintain professional growth for all representatives and to elevate professionalism.

Customer Specialist, Owens Corning 01/2020 – 01/2021

Toledo, OH

Champion of Back Office processes, providing support to Lead Specialist and team members to conduct daily customer facing primary reports. Analyze secondary reporting to provide visibility to process opportunities and gaps in preparation for simplifying processes for execution, automation, or transition to GenPact. Provide support to the Electronic Order Workflow team to assist with continuous improvement efforts by observing and creating tools to provide reporting on current opportunities to improve processes with “no-touch” in mind.

Sr. Logistics Associate, Owens Corning 07/2016 – Current

Toledo, OH

Conducted weekly analysis of carrier on-time delivery metrics and reviewed areas of opportunity. Recommended changes to improve customer delivery experiences. Large scale project work working with all functional areas of the Supply Chain to test, program, train and document process results to capture proper workflow and guarantee project success.

EDTA Subject Matter Expert, Owens Corning 01/2017 – Current

Toledo, OH

Creation and implementation of auto-generated emails through SAP to improve customer experience. EDTA escalation point for EDTA systems technology, operation team’s standard processes. Responsible for training EDTA backup teams. Weekly communications of EDTA metrics via published scorecard.

Customer Service Specialist, Owens Corning 05/2016 - 07/2016

Toledo, OH

Received customer phone calls for new orders, order status checks, and/or order adjustments. Daily use of CRM system. Built and maintained working relationships with ASM and RSL to incorporate a rounded experience for customers. Knowledge and use of Owens Corning product and material guides for order placement.

Track and Trace Specialist, Owens Corning 09/2015 - 05/2016

Toledo, OH

Running various reports in F6P to track delayed and at-risk shipments. Contacted customers to advise of delivery status. Identified process gaps and proposed solutions. Created new layouts/variants in SAP to build structure for shipments.

Owner and Head Baker, Gia’s Bakery 10/2007 – 09/2015

Toledo, OH

Fulfilled orders from start to finish for custom baked goods. Received inventory, counted and maintained inventory based on business need. Established and maintained good rapport with clients.

EDUCATION

Owens Community College – Perrysburg, OH – Associate of Arts

–Graduated from Owens Community College with a degree in Communication Studies with a 3.8 GPA.

University of Toledo – Toledo, OH – Bachelor of Business Management

Currently in pursuit of my Bachelor’s Degree in Business Management

COMMUNICATION

–You delivered that big presentation to rave reviews. Don’t be shy about it now! This is the place to show how well you work and play with others.

LEADERSHIP

–Are you president of your fraternity, head of the condo board, or a team lead for your favorite charity? You’re a natural leader – tell it like it is!

REFERENCES

Available upon request

Contact this candidate