Social Media Customer Service

Brittney Carraby

Social Media Specialist and Front Desk Administration

La Mirada,CA

***********@*****.***

CALIFORNIA NATIVE AND STUDENT OF THE ARTS WITH A PENCHANT FOR DESIGN,WRITING AND A DESIRE TO BE OF SERVICE IN MY COMMUNITY. COMMUNICATION, PROCESS, UNDERSTAND AND ORGANIZATION ARE THE METHOD TO MY MADNESS

MOST RECENT POSITION

Remote-- Customer Service Coordinator

Liquid I.V

08/2021 - 05/2025

As a subsidiary of Unilever, the customer service channel we operated was one of so

but we maintained the best overall satisfaction scores quarter to quarter. Creating th

and blueprint for other subsidiaries.

• Software -Microsoft 365; Excel, Word, Sheets, Outlook,One Note. Zendesk,Gorgias, SHIPMONK, Skio,Monday, Asana, Loot and Shopify

• Key roles-

-Customer Support -- Assisting customers traversed general product questions, account creation or troubleshooting, order placing, billing revision, payment processing, and following up. Having predominant ownership of the incoming Email and FB message channels. I also took inbound calls, responded to Live Chats (and later AI integrated chat bots)

-Preliminary charge fraud detection including subsequent deep investigation then escalation. Cancelled over 40k in fraudulent orders.

-I Created some of the standardized auto-responses that streamlined policy and provided the ability for all agents to uniformly echo brand voice

- Documented quality assurance measures to ensure larger issues were investigated and resolved

-As one of two agents manning CS on the weekend, hey, help maintain consistency in response time that competed with that of the weekday schedule.

Project highlight-I managed an extensive solo project where I compiled and consolidated in a new document,all regulatory terms and rules. This was done by going through every email/ticket and recovering researched response. I crea ated an excel sheet for years 2020-2024.

Experience History-

JANUARY 2017 – OCTOBER 2020 (LEFT DUE TO COVID-19)

ADMINISTRATIVE ASST/PROPERTY ASST, MJB Properties

Assistant to Jennifer Slade, Property Mnr : 562-***-****

Personal and Administrative Assistant Arranging travel meetings, aiding in leasing processes -- Provide Clerical support to Front Office -- Inventory -- Maintain calendar and plan across all social media platforms including Facebook -- Preparing Invoices -- Transcribing Meetings --

JANUARY 2016 – MARCH 2017

CUSTOMER SERVICE AGENT / SOCIAL MEDIA SPECIALIST, Dailylook.com

Directing e-mails, telephone and live chat inquiries from Clients - Client Account Revision - Navigating Shipping Station- ‘ConstantContact’ Newsletter Promotions -Managed their Facebook, Instagram, & Snapchat Posts. - Video/Photo Content for Social Media Promotions -Designed Up-Coming Sales Prompts - Copy-Wrote Product Descriptions/Listings –

OCTOBER 2008 TO JANUARY 2015

FRONT DESK ADMINISTRATION, Rad onc inc.

Human Resources, Payroll and Accounting. Microsoft Office/ Excel/ Word -Multi-line Phone System - Filing - Faxing - E-Mails - Running errands for Office- Data Entry - Bank Balancing and Deposits- Ordering & Tracking Inventory - Updating Patient Insurance Charts - Organizing Mail - Transcribing from meetings - Setting up Conference Room for Business Meetings - Keeping Front Office Cleanly, Organized and Welcoming for all

--Additionally, I also have experience working in as hostess, dispatch at a taxi company, freelance writing for a variety of publications, freelance content creation and media creation, social media marketing and also have experience in the MMJ industry,

EDUCATION

2011 A.A, Los Angeles City College

Communications Major /Philosophy Minor

2020 B.S. (CURRENT STUDENT) LONG BEACH CITY COLLEGE, GRADUATION 2023

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