Internet Content Marketer / Customer Experience Expert

Lindsey Schocke

Cell: 678-***-****

Email: *******@**********.***

Quality Assurance Lead / Customer Experience Advisor

Alorica

January 2010 – Present (2 years 5 months) Kennesaw, GA

* Monitored cell phone customer service calls for quality and customer satisfaction

* Coached and mentored customer service agents on techniques for improving quality and customer satisfaction

* Created adhoc reports and performed trend analysis on call center processes

Virtual Assistant

Geeks On Tap (Sole Proprietorship)

February 2001 – Present (11 years 4 months)

* Provided flexible, creative administrative support.

* Designed sales brochures, letters and flyers for land developer.

* Brainstormed with speakers to add color to presentations.

* Proofread and copy edited advertising material.

Customer Service Representative

Alorica

November 2008 – January 2010 (1 year 3 months) Kennesaw, GA

* Provided creative, accurate solutions for customer billing issues.

* Explained cell phone bills

* Ordered cell phone equipment and accessories.

* Performed troubleshooting for cell phones.

Independent Contractor / Writer

Rentals.com

Public Company; 51-200 employees; PRM; Internet industry

March 2008 – February 2009 (1 year)

* Conducted link building and directory submission campaigns for optimizing organic rankings.

* Developed content and search engine friendly articles.

* Focused on natural or organic ranking dominance in Google.

Associate Project Manager

Earthlink

November 2006 – October 2007 (1 year)

* Managed project road map for Customer Support and Value Added Services business units.

* Planned, organized, monitored, managed, and reported on 30+ projects simultaneously.

* Built strong interpersonal and team relationships with peers, across department and organization.

Senior Administrative Assistant

Earthlink

September 2003 – November 2006 (3 years 3 months)

* Provided administrative support for two vice presidents and their departments.

* Prepared memos and correspondence for executive level presentations and meetings.

* Designed operations and budget report templates.

* Managed telephone coverage, calendar, and expense reports for two executives.

* Managed catering, office supplies and travel arrangements for 120+ person department.

Technical Support Representative

Earthlink

September 1999 – September 2003 (4 years 1 month)

* Provided creative, accurate solutions for customer technical issues.

* Brought backlog of 40,000 customer letters up-to-date, reducing average response time from nine months to 24 hours.

* Screened in-coming email, faxes, and letters and directed them to the appropriate department.

Capturer / Proofer

Photobooks Inc

June 1999 – September 1999 (4 months)

PhotoBooks offers a wide variety of services: photo directories; data management and collection; content management web sites; graphic design; specialized website features; integrated health content; custom projects; and much more.

* Sorted, captured, and proofed photos for digital database.

* Database contained photos contributed for publication of Who's Who Among American High School Students, The National Dean's List and Who's Who Among America's Teachers books.

Education

University of Phoenix Online

AA, Associate of Arts in General Studies

2004 – 2007

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