Team Lead Social Media
Resume:
Barb Atkinson
Mechanicsburg, OH *****
*****.********@*****.***
EMPLOYMENT EXPERIENCE
Returns Team Lead, GXO Logistics; West Jefferson, OH — 2024 - 2025 As a warehouse team lead, I manage a team of 12-15 people, overseeing all aspects of returns processing, including receiving, documenting, and getting items back into inventory. Part of my role involves troubleshooting issues like missing paperwork or incorrect product details, ensuring everything runs smoothly. I’ve developed training materials—both visual aids and written guides—to support the team, and I analyze trends and generate reports to improve efficiency.
While my primary focus is on returns, I will often assist other departments taking on various tasks to help assist in workflow and operational challenges. Community Manager, Awesome Motive; West Palm Beach, FL — 2019 - 2024 WPForms is a WordPress plugin owned under the umbrella of Awesome Motive. The primary role is to engage and manage community support for the plugin through (but not limited to) typical social media channels such as Twitter, Facebook (public page and private group), LinkedIn, etc., as well as promoting giveaways and WPForms sponsored WordPress meetups.
When I first started in this position, the private Facebook group had only just been created. It has since grown to over 15,000 members (at last count) over the past 2+ years.
My job is to support new, existing and potential customers through this group (as well as the other social media channels). Such examples could be to create CSS solutions to help change and alter the design of the forms created with WPForms, create custom code snippet solutions to help further maximize the plugin’s functionality, and answer any pre-sale questions that may arise within these channels. I will monitor any posts and the comments that are part of that particular thread. In addition to this I am also in charge of creating developer documentation. Developer documentation is an online library (last count 322 docs) hat contain customized code snippets that are related to CSS, HTML, PHP and/or JavaScript to extend the plugin’s functionality. This reduces the time the customer service technician needs to spend on researching a particular customer request saving time for both the support technician as well as the customer. In addition to creating new developer docs, I also frequently audit these posts to make sure the information is valid, up-to-date and relative to increase the SEO (search engine optimization) of each and every post. Technical Support Manager, Envira LLC; Houston, TX — 2017 - 2019 Envira LLC is a company that, at the time of my employment had just recently been purchased from my previous employer (Awesome Motive) and contained 2 products. Envira Gallery and Soliloquy Slider. These products are both WordPress plugin and have both free and paid versions of the plugins and the adding that come with them. As the head of technical support my position was to support the team by any means necessary. This may include but is not limited to things such as providing triage for escalated ticket workflows, covering for other team members on leave, jumping into to tickets to audit replies sent, being available for any and all questions other support members may have and make any suggestions (if necessary) on how a particular support ticket may have been handled differently to possibly receive better staff ratings in the future. Duties also include, but are not limited to, internal audits, internal individual and group reports for support tickets received, answered, ratings and how many replies it took to resolve the issue, creating internal well documented workflows that other team members can easily follow to increase the speed and accuracy for all support tickets to keep the time to first response under 45 minutes, creating saved replies that tech support can quickly access and understand. The company was purchased from Awesome Motive in 2017, additional duties included customer account management such as refunds, discounts, password resets, Q&A on all legacy products prior to public production releases which would include the writing and implementation of test plans. It’s important to not just provide excellent support to the customers but also for all teams internally as well as this makes for an excellent team rapport.
Technical Support Manager, Awesome Motive; West Palm Beach, FL — 2016 - 2017 Providing excellent customer service to customers who submit a ticket through the HelpScout ticketing system, social media, live chat or through the WordPress.org plugin repositories. Duties would include not just customer service but also Q&A on all legacy products prior to public production releases which would include the writing and implementation of test plans, working closely with the developers on what the customers would want as product enhancements and improved UI/UX experience and communicating back to the customers when these enhancement and bug fixes were released into production.
Web Developer, Cr3ativ Studios; Mechanicsburg, OH — 2010 - 2015 I was part of a 2 person team (husband and wife). I was the developer in the team. Developing WordPress (a self-hosted content management solution) themes both custom for private client solutions as well as themes that were available for sale on industry market places. These themes themes were developed using best practices for HTML, CSS, JavaScript and PHP for WordPress. I have also produced free plugins that are available on WordPress.org that are used by over 10,000 WordPress users. However, with being such a small team, my job description doesn't just stop at developing. I handled all support tickets that come through for our products as well as client calls and support, invoicing, marketing, custom development etc. Systems Analyst II, Assurant Special Property; Springfield, OH — 2002-2010 I worked with a custom software application to create business rules which are a set of true/false statements automated what is an everyday manual process within the company. Working with developers for the custom software we developed the code (and rules) that would read the OCR (optical character recognition) image and digitally make intelligent decision based on verified information of the document. Duties also included debugging the application when the software is updated with new code, trying to find ways to improve on accuracy and completion to reduce human error, monitoring the workflow and always looking for new opportunities to build upon the current software application used. In addition to creating test scripts/cases to test the functionality of each section of the application as well as the actual testing of the application. EDUCATIONAL HISTORY
Ohio Hi-Point Joint Vocational School; Bellefontaine, OH — Secretarial/Word Processing, 1986-1988
Graham High School; St. Paris, OH - Academic, 1984-1988 SOCIAL FOLLOW
LinkedIn: https://www.linkedin.com/in/barbi-atkinson-42a06b39/
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