Social Media Customer Service

Brionna Francis

***********@*****.*** • 404-***-**** • https://www.linkedin.com/in/brionna-francis-a1aa29115/ EDUCATION

Bachelor of Arts- Sociology, Oglethorpe University Graduation, May 2021 Minor- Biology & Studio Art

Relevant Coursework/Certifications: Survey of Research Method, Social Media & Marketing, Fashion & Marketing Independent Study, Google UX Design Certification, Eloqua Expert Certification

EXPERIENCE

STATE FARM Atlanta, GA

Claims Specialist WCCS Deployed February 2023-March 2024

• Conducted meticulous investigations and authorized disbursements on insurance claims up to $300,000 with requisite approval.

• Reviewed and evaluated claims for accuracy, ensuring adherence to policy guidelines and established compensation parameters.

• Collaborated with clients, contractors, agents, and engineers to analyze and resolve complex claims promptly and efficiently. ORACLE CORPORATION Atlanta, GA

Digital Marketing Specialist- Automations August 2021 – August 2022

• Manage and build out several global campaigns using Template Builder and Eloqua Platform to support virtual and in-person events, newsletters, digital assets, and nurture campaigns.

• Pull data reports from Oracle Analytics CXD to analyze and review monthly benchmarks performance and AB testing requests to present to tech teams and executives.

• Research, implement, and present direct marketing methods and best practices to tech marketers, increase user engagement, registration, and attendance in global campaigns.

• Collaborate with teams and individual requesters to create template assets based on user needs and expectations for all global campaigns. ORACLE CORPORATION Atlanta, GA

UX Research Internship June 2021 – August 2021

• Developed detailed proposals, test plans, scripts, user flow, and personas based on team needs.

• Conducted qualitative and quantitative analysis using interviews, surveys, and remote and local usability testing.

• Present recommendations and solutions to teams and higher executives that meet both user insight and company goals.

• Design and execute various studies and tests simultaneously, while collaborating with multiple teams.

• Preform research studies to analyze user’s perspective related to a specific product design to increase ROI and KPI’s. Kirby G Smith Law Firm Atlanta, GA

Legal Intake Specialist/ Receptionist February 2019 – Sept 2020

• Coordinate several projects simultaneously while maintaining both legal and administrative duties resulting in ninety percent client retention during the first year.

• Regularly exercise independent judgment and discretion when interacting with all client and accounts.

• Greet and establish first contact with potential clients to determine whether each client’s situation fits the criteria of a claim, while offering additional help, information, and guidance.

Interfaith Children’s Movement Atlanta, GA

Board Members Executive Assistant October 2018 - January 2019

• Manage and upload marketing content on social media platforms to increase exposure.

• Co-Administrator of managing and creating the design of the company website and solely provided marketing materials, emails, and notifications based on event timeline.

• Foster relationships with local organizations such as schools and churches to increase community engagement. Blush Boutique Atlanta, GA

Assistant Manager/ Marketing Specialist Intern June 2018 - November 2018

• Work closely with management to deliver results in sales by creating and managing marketing material for social media platforms to increase following and user interest.

• Research and analyze data to identify customer purchase objectives and predispositions to present recommendations and solutions to increase sales and foot traffic.

• Manage logistics including updating web-based deals, promotions, developing internal updates, and notifications to increase sales. Black Methodist For Church Renewal Atlanta, GA

Events Assistant May 2017 - August 2018

• Catalogue member preferences for food, workshops, and other information needed events, while process and file all payments.

• Execute administrative duties while digitally archiving various historic antiquities using Excel. Emory University Atlanta, GA

Administrative Assistant (YTI) June 2012 - August 2016

• Prepare materials for meeting and special events.

• Initiate, process, maintain records, and invoices while establishing and organizing a file system for candidates. TECHNICAL SKILLS

Computer Skills: Office, PowerPoint, Excel, Eloqua Software, Template Builder, Analytics, CXD, SQL Social Media (Twitter, Facebook, Instagram, Snapchat, TikTok etc.) CAMPUS & COMMUNITY INVOLVEMENT

Alpha Kappa Alpha Sorority Incorporated Atlanta, GA

• UN Module 2018 ASCEND, File receipts for budget, Beltline Clean-up May 2016 - Present Girls Today Women Tomorrow Atlanta, GA

Mentor August 2014 – Present

• Participant in helping guide and assist young African American Women

• Monthly workshops and events centered around community service, self-esteem, academia, and other avenues for personal and professional success

Safety Outlet, Student Counselor Atlanta, GA

August 2014 - December 2018

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