SUSAN ELVINS

Council Bluffs, IA *****

712-***-****

linkedin.com/in/susanelvins

Provide business, social media, and customer service skills. Expand skills and remain with company in future. Will look for creative solutions to resolve conflicts with a customer. An experienced writer with a keen eye for details when providing notes. Key skills include:

Social Media Marketing

Data Analysis

Content Marketing Systems

Project Management

Communication Skills

Excellent Time Management

Leadership

Interpersonal Skills

Planning & Organization

Critical Thinking

Effective Problem Solver

Documentation & Reporting Skills

PROFESSIONAL EXPERIENCE

Content Writer Specialist – Writer Access, Boston, MA 03/2011– 8/2023

oWrite and edit high-quality content for marketing under specific deadline needs.

oUtilize writing, editing, and proofreading skills to produce error free content.

oEvaluate project requirements to produce copy in line with creative structure.

oCollaborate with internal staff for review of activity on content writing.

Quality Assurance Analyst – TTEC, Englewood, CO 10/2020 - 3/2022

oCreated tickets using Share Form then shared with managers for training of agents.

oEngaged in daily collaboration with the federal client or team to discuss client services.

oEvaluated data with Visual Power Analyst Software then followed federal client’s Standard Operating Protocol. Errors were marked based on issue.

oUtilized cxNice cloud software to secure data management then evaluated database.

Freelance Website Developer – Apageor2, Council Bluffs, IA 8/1998 - 11/2018

oProject management planning and organization used for customer project creation.

oProvided website client services by phone or in person.

oCreated WordPress topic articles with help from knowledge and resources.

oApplied quality images from credited websites to keep reader attention for marketing.

Graduate Teacher - National American University, Rapid City, SD 4/2017 - 6/2018

oTaught student-centric curriculum plus graded exams and quizzes.

oPresented weekly online lectures speaking on university platform.

oMet with students for one-on-one discussions about lectures and homework.

oCollaborate weekly with university staff to discuss curriculum or student attendance.

Social Media Copywriter – Beehive Web Solutions, Dana Point, CA 5/2014 - 4/2017

oComposed detail-oriented material then submitted to supervisor for publishing.

oManaged writing, editing, and proofreading to produce engaging and error-free content.

oPersonally organized and managed multiple projects following each release schedule.

oAchieved accurate and polished writing standards for submission of marketing and advertising publications.

Social Media Digital Copywriter – The Examiner, Denver, CO 2/2011 - 8/2015

oSubmitted original material in AP format to staff for publication.

oCreated well-written digital marketing and media topic articles discussing business.

oPlanning stages were used to streamline the writing and editing phases to ensure smooth marketing and advertising publication took place.

oCompany is closed.

Database Administrator – MT at Home, Seagoville, TX 9/2000 - 8/2004

oManaged databases by proactively resolving issues and maintaining the servers.

oIdentified database issues, then made necessary modifications.

oSupported medical students experiencing security login issues.

oDeveloped new database ideas with the business owner.

Customer Service/Outbound Script Writer – Idleman Telemarketing aka APAC Teleservices

Omaha, NE 8/1995 - 9/2000

oCustomer Service - Trained, coached, and mentored new hires entering the inbound client program on call floor. Had management meeting in morning then spoke throughout day.

oUpdated customer account with detailed notes. Strategic thinking and empathy were used to assist customers and care for their needs. Responsibility for managing both inbound and outbound accounts of customers.

oScript Writer - Planning and organization used to test campaign for errors before being sent to an outbound call center.

oUtilized project management skills to care for outbound script after client requested update.

EDUCATION

Masters – National American University Rapid City, SD

Business 2008

Bachelor – National American University Rapid City, SD

Management Information Systems 2006

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