Social Media Customer Care

JoAnna Poster

Phone: 712-***-**** Email: **********@*****.***

Professional Accomplishments & Skills

Customer Care Advocate, MetLife - Jan 2019 - Apr 2025

Managed the FMLA (Family Medical Leave Act) administration process for the employees' initial notice of leave to the return to work expectations

Facilitated other leave requests, which may include accommodation requests under ADA (American Disability Act), Workers’ Compensation, 401(k) retirement, Pre-retirement or Military

Maintained reasonable communication with employees on leave to facilitate smooth and timely return to work; relayed communication between employees and their HR and managers during leave within reason

Advised managers and employees on the interaction of laws with paid and/or unpaid time off, short-term and long-term disability

Oversaw the return-to-work process for employees returning from extended Leave of Absence, workers compensation, or other leave(s)

Drafted and recommended revisions to company leave policies to ensure compliance with federal, state, and local laws and regulations.

Requested medical certification and arranged for possible intermittent and reduced scheduled leave use

Preserved confidentiality of all employee medical documentation and files

Strengthened client relationships through effective communication, keen listening skills, and empathy

Navigated fourteen different software applications to provide a complete and integrated response to clients request

Social Media Associate (contract), Better Homes, and Garden - Real Estate, Online, Aug 2018 - Dec 2018

Enhanced company social media channels, including Facebook, Zumper, Craigslist

Responded promptly and professionally to client inquiries and addressed comments and questions in a polite and perceptive manner

Managed social media presences and assisted in creating content that promoted audience interaction and encouraged audience participation

Researched competitor's activity on social media and suggested ways to differentiate content

Networked to stay current with best practices, trends, strategies, industry standards, and regulations related to social media

Order Agent (seasonal), Oriental Trading, Oct 2018 - Dec 2018

Maintained updated knowledge of all products offered by the company

Assisted customers with product selection based on their needs and preferences

Prepared work orders and shipping orders to route items

Informed clients by telephone of unit prices, shipping dates, and anticipated delays

Maintained a high level of customer satisfaction by responding promptly to customer requests

Prepared quotes by verifying specifications and price

Project Manager, AXO LLC, Council Bluffs, IA, May 2017- Dec 2018

Collaborated with other teams, including management, product design, and engineering

Developed original content and revised previously published business materials, including product and service guides, direct mail campaign materials, and business-to-business presentation materials

Created edits and revised customer-facing materials, in-house correspondence, and technical documentation

Consults on public relations projects, creation of marketing materials, and product user guides

Reviewed project risk and developed proactive strategies to avoid potential roadblocks

Determined project staffing needs and led resource management

Updated project scope and cost and implemented the most effective change management processes to keep the project up-to-date

Identified project needs by reviewing project objectives and schedules

NA Supplier Enablement Analyst/ Procurement Project Manager (contract), Cargill, Inc., Blair, NE, Feb 2017 - May 2017

Incorporated new suppliers onto a new procure-to-pay system

Collaborated with vendor assignments

Provided professional training and answered questions while resolving any issues that may have occurred

Enforced compliance policies

Communicated effectively with stakeholders to ensure project goals are met on time and within budget

Conducted comprehensive research and data analysis to support strategic planning and informed decision-making

Business Analyst, AXO LLC, Council Bluffs, IA, Sept 2015- Feb 2017

Assisted in managing company social media channels

Ability to work well in a team, to shine as an individual, and to maintain a sense of humor

Conjured innovative ideas to create stories, lyrics, scripts, and poems, typically choosing one genre of fiction in which to work

Interviewed sources, including on-site engineers, programmers, and product developers, to gain an in-depth understanding of our products, services, and business solutions

Identified gaps between current state and desired future state operations

Analyzed and tracked data to prepare forecasts and identify trends

Procurement Business Analyst for North America (contract), PayPal and eBay, Inc., Omaha, NE, Nov 2014 – Sep 2015

Directed and managed procurement life-cycle throughout the Information Technology Business Unit

Sourced suppliers based on price, availability, necessity, quality, and logical expense

Maintained accurate records of expenditures

Evaluated vendor products and services for information technology

Proved ability to manage site leaders

Managed Information Technology hardware and software for moves, expansions, and refresh projects

Identified, analyzed, measured, and managed project risks

Not an exhaustive list of Established Library

Software Quality Engineer (contract), eBay, Inc., Omaha, NE, Jan 2014 – Oct 2014

Analyzed data gathered to evaluate the effectiveness of controls and determine the accuracy of operations security.

Ensured effective quality control processes are in place to monitor deliverables produced

Developed a strategy to identify the testing phase of the release version

Configured manual processes to integrate the Release Management function

Controlled releases, defined as a combination of versions of all software, in-house and purchased, passed testing, and certified working correctly

Worked with cross-functional teams to achieve implementation and execution goals

Utilized various software and tools to streamline processes and optimize performance

Created and updated manual test cases for team use, maintaining optimal organization for maximum productivity

Participated in product design reviews to provide input on functional requirements, including potential problems

Education

Bachelor of Science in Business Management/Information Systems, Bellevue University, Bellevue, NE, Mar 2012

Associates of Science in Applied Science, Kirkwood Community College, Cedar Rapids, IA, Dec 2000

Professional Affiliations

Member, National Association of Professional Women

Member, Honor Society

Certifications

Six Sigma Certification, License number: gvVDBppS0, 2021

Accomplishments

Presidents List (2005-2007)

Volunteer

Prairie STEM

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