SOCIAL MEDIA ANALYST Professional Summary Positive upbeat Customer Service Specialist bringing 15 years customer-facing experience fast-paced settings. Highly adaptable addressing diverse customer needs. Proven history building trust customers promote satisfaction, resolve concerns maintain long-term loyalty. Skills Social media platforms Complaint resolution Creative problem solving Medical terminology knowledge Account management Computer proficient Good listening skills Customer relationship management Sales proficiency Knowledge credit disputes Career planning Closing techniques Spanish translation Interviewing Up-selling Record keeping reporting Work History Social Media Analyst 10/2018 Current Company Name – City State • Assist community help resolve inquiries accurately empathy time •Investigate resolve issues reported social media such. •Identify inefficiencies workflow's suggest solutions • Recognize trends patterns, escalate issues outside companies policy • Review reported content within agreed turnaround times standards quality • Top 10% Quarter 1&2 •High Accuracy • Display strong bias what's right community support leading social media objectives • Gather, analyze utilize relevant data develop ways improve overall user experience Sr. Career Services Advisor 02/2016 06/2018 Company Name – City State • Assists students graduates securing employment field training. • Build effective relationships local regional corporations, non-profit government organizations community partners identify employment opportunities promote school's qualified students, graduates alumni. • Provides career coaching, including interviewing techniques job search skills training students alumni. • Top 10% department. • Team collaborations meetings identify areas opportunity making sure graduate successful finding work field study • Completes telephone interviews e-mail correspondence prospective employers determine employment needs. • Puts tasks system (ZOHO) provide graduates resources (Uber, interview attire, academic coaching etc.). Customer Relations Controller 04/2015 02/2016 Company Name – City State • Responsible disputes come credit card companies, airlines consolidator's • Recovered 2,000$ 10,000 dollars monthly previous current dispute cases • Investigated reason dispute. Reached clients attain information disputes • Built dispute packets information customer's reservation made Webjet.com prepared paper work explaining information I've complied fight dispute • Reviewed numerous amounts reservations made site night make sure ticket/s issued customer fraudulent • Looked closely IP address, billing address, area code, name, credit card information, departure city destination along tickets purchased. Investigated heavily reservations made real reservations. I utilized social media determine client cities countries listed reservation help solve dispute • Worked World Span review reservations ticketed Amadeus (Airline programs) • Received emails everyday customers book site. I charge creating separate cue I worked respond client inquiries • Handled escalated calls client requested supervisor • Created arbitration letters court proven money owed us • Reached airline ask waiver regain money back submitting dispute Credit Card Company IS Escalations Supervisor 12/2014 02/2015 Company Name – City State • Explained status dispute (case) well provide information need continue dispute process. • Checked Visa cases got pre-arbitration • Closed cases • Sent letters faxes pertaining dispute cases. • Researched cases older 120 days. • Wrote amounts review consideration. • Followed customers request supervisor phone call. Disputes Coordinator 06/2013 12/2014 Company Name – City State • Assisted customers account related questions. • 3-way conferencing merchants help resolve going dispute. • Researched different situations customers category disputes program called "Chordiant" • Followed Up customers make sure previous situation taken care of, one call resolution • Reviewed documentation needs submitted build stronger case dispute, set proper • Researched information merchants get subscriptions canceled customers. • Worked supervisor go strategies help engage associates work daily. • Attended “WOW" call sessions I assist determining agents performed beyond. • Implemented tips assist lowering average handle time. • Received award “ROAR" top 5% department. • Participated focus groups brain storm needs improved continue. • Assisted process improvement, help change different functions agents daily reviewing information already provided us simplify make customer experience smooth. Customer Service Representative 07/2012 06/2013 Company Name – City State Answered constant flow customer calls Responded customer requests products, services company information Consulted outside parties resolve discrepancies create effective solutions Maintained customer happiness forward-thinking strategies focused addressing customer needs resolving concerns Provided primary customer support internal external customers fast-paced environment Compiled customer feedback recommended service delivery improvements management Education High School Diploma Sickles High School City State Skills Social media platforms Complaint resolution Creative problem solving Medical terminology knowledge Account management Computer proficient Good listening skills Customer relationship management Sales proficiency Knowledge credit disputes Career planning Closing techniques Spanish translation Interviewing Up-selling Record keeping reporting Work History Social Media Analyst 10/2018 Current Company Name – City State • Assist community help resolve inquiries accurately empathy time •Investigate resolve issues reported social media such. •Identify inefficiencies workflow's suggest solutions • Recognize trends patterns, escalate issues outside companies policy • Review reported content within agreed turnaround times standards quality • Top 10% Quarter 1&2 •High Accuracy • Display strong bias what's right community support leading social media objectives • Gather, analyze utilize relevant data develop ways improve overall user experience Sr. Career Services Advisor 02/2016 06/2018 Company Name – City State • Assists students graduates securing employment field training. • Build effective relationships local regional corporations, non-profit government organizations community partners identify employment opportunities promote school's qualified students, graduates alumni. • Provides career coaching, including interviewing techniques job search skills training students alumni. • Top 10% department. • Team collaborations meetings identify areas opportunity making sure graduate successful finding work field study • Completes telephone interviews e-mail correspondence prospective employers determine employment needs. • Puts tasks system (ZOHO) provide graduates resources (Uber, interview attire, academic coaching etc.). Customer Relations Controller 04/2015 02/2016 Company Name – City State • Responsible disputes come credit card companies, airlines consolidator's • Recovered 2,000$ 10,000 dollars monthly previous current dispute cases • Investigated reason dispute. Reached clients attain information disputes • Built dispute packets information customer's reservation made Webjet.com prepared paper work explaining information I've complied fight dispute • Reviewed numerous amounts reservations made site night make sure ticket/s issued customer fraudulent • Looked closely IP address, billing address, area code, name, credit card information, departure city destination along tickets purchased. Investigated heavily reservations beingmade real reservations. I utilized social media determine client cities countries listed reservation help solve dispute • Worked World Span review reservations ticketed Amadeus (Airline programs) • Received emails everyday customers book site. I charge creating separate cue I worked respond client inquiries • Handled escalated calls client requested supervisor • Created arbitration letters court proven money owed us • Reached airline ask waiver regain money back submitting dispute Credit Card Company IS Escalations Supervisor 12/2014 02/2015 Company Name – City State • Explained status dispute (case) well provide information need continue dispute process. • Checked Visa cases got pre-arbitration • Closed cases • Sent letters faxes pertaining dispute cases. • Researched cases older 120 days. • Wrote amounts review consideration. • Followed customers request supervisor phone call. Disputes Coordinator 06/2013 12/2014 Company Name – City State • Assisted customers account related questions. • 3-way conferencing merchants help resolve going dispute. • Researched different situations customers category disputes program called "Chordiant" • Followed Up customers make sure previous situation taken care of, one call resolution • Reviewed documentation needs submitted build stronger case dispute, set proper • Researched information merchants get subscriptions canceled customers. • Worked supervisor go strategies help engage associates work daily. • Attended “WOW" call sessions I assist determining agents performed beyond. • Implemented tips assist lowering average handle time. • Received award “ROAR" top 5% department. • Participated focus groups brain storm needs improved continue. • Assisted process improvement, help change different functions agents daily reviewing information already provided us simplify make customer experience smooth. Customer Service Representative 07/2012 06/2013 Company Name – City State Answered constant flow customer calls Responded customer requests products, services company information Consulted outside parties resolve discrepancies create effective solutions Maintained customer happiness forward-thinking strategies focused addressing customer needs resolving concerns Provided primary customer support internal external customers fast-paced environment Compiled customer feedback recommended service delivery improvements management