Social Media Specialist
Send a job offer directly to this candidate
I am a Customer-centric type of employee whose goal is to build a career in customer service, specifically in a social media, live chat, and email role. I want to be the person who helps customers feel heard, advocate for their success and happiness, who solves their issues clearly, and leaves them with a better experience than they expected to help make the companies image look even better! I believe strong customer service is both company centered and brand centered.
Every reply, ticket, or public comment is a chance to fix a problem, protect the company's reputation, and turn a frustrated customer into a loyal one. I am drawn to digital support because it rewards clear writing, calm problem-solving, and the ability to represent a company well in fast-moving conversations. I am also well equipped to use AI tools and resources that may be given to me to help me in my day to day duties including making it easier to assist customer in a more timely manner when applicable and fully willing to support the use of these tools in my position.
I can be an asset to any company due to having well over 10 years of experience in a customer support role including Technical Assistance, Roadside Assistance, Social Media Customer Support, Live Chat Support and more and have also utilized AI tools and resources to help aid me in my roles in customer support.
Social Media Specialist at Afni, Inc. (2018-04 – Present)
In my capacity as a Customer Service Specialist, I deliver support and assistance for one of the leading cellphone providers in the nation. Currently, I serve as a Social Media Specialist, offering exceptional support primarily on platforms such as X, Facebook, and Instagram. Additionally, I possess expertise in various other projects within the organization, including managing Roadside Assistance via iPhone iOS Satellite messaging.
My daily responsibilities involve providing assistance through Direct Messaging on X, Private Messaging on Facebook, and Direct Messaging on Instagram, addressing issues related to billing, explaining bill breakdowns, discussing potential plan modifications, reviewing features, and offering technical support for a wide range of devices, including smartphones, smartwatches, tablets, and more.
Social Media Marketing Specialist at Afni, Inc. (2018-04 – Present)
In my role as a Social Media Expert, we are sometimes the First or Last line of support for our customers. We provide excellent customer service for the top cell phone provider in the country.
Customer Care Representative at Afni, Inc. (2017-11 – 2018-04)
In my role in Customer Care working for this company, we provide support for one of the top tier phone providers in the country.
Customer Service Representative at Amazon (2016-05 – 2016-11)
Phone & Chat Support Agent (Work From Home). During my employment with Amazon i was tasked with assisting customer by both incoming telephone calls and through live chat messenger involving unknown charges and order inquiries, also assisting customer to locate specific products and placing orders.
Customer Service Representative at Citi (2015-05 – 2016-04)
At CITI, I managed a portfolio of Consumer and Business credit cards, including those from the CITI brand and major partners like Home Depot, American Airlines, and Costco, which ensured a comprehensive understanding of various offerings. I also assisted in explaining financial transactions and member benefits clearly to customers, helping them fully utilize their cards and enhancing overall customer satisfaction. I also addressed and resolved inquiries regarding unknown charges effectively, ensuring customers felt supported and informed throughout the process.
I also developed strong relationships with customers, which fostered trust and loyalty while promoting responsible card usage.
Roadside Assistance Representative at Agero, Inc. (2014-09 – 2015-05)
While working at Agero, previously known as Cross Country Auto, my responsibilities included assisting both policyholders and non-policyholders in obtaining Roadside Assistance. This assistance ranged from significant services such as towing and recovery to minor tasks like changing a tire or helping customers who were locked out of their vehicles. I was required to help customers identify their exact location to ensure that the road service could be dispatched accurately, and I also provided them with an estimate of the service costs.
Customer Service Representative at iQor (2014-08 – 2015-02)
Throughout my time at iQor, a Fortune 500 company that provides support to prominent brands, I was involved in assisting Sprint Wireless customers. My responsibilities included offering Technical Support and guiding clients through financial transactions to help them identify the most suitable plans, understand the benefits, and review the associated costs. Additionally, I engaged in minor sales efforts to promote supplementary services to consumers.
I was also responsible for diagnosing and resolving any technical issues they encountered with their service.
Courtesy Clerk at Fry's Food and Drug (2012-12 – 2013-08)
During my tenure at Frys Food & Drug, a subsidiary of Kroger, I was positioned at the front of the store where I provided assistance to customers during the checkout process. My responsibilities included carefully packaging their purchases to prevent any damage and, upon request, helping customers transport their items to their vehicles. Additionally, I was tasked with ensuring that shopping carts were collected and made available at the front of the store for customer convenience.
I also managed the return of unwanted merchandise to its appropriate section. For a short period, I took on the role of a temporary janitor, where I was responsible for cleaning up spills and maintaining the overall cleanliness of the store and restrooms for the comfort of customers.
Diploma in High School/Secondary Diplomas and Certificates – Canyon Rose Academy (2005 – 2008)
Master's Degree in HIGH SCHOOL/SECONDARY DIPLOMAS AND CERTIFICATES – Canyon Rose Academy
