Customer Experience Specialist
Current• Increased team efficiency by 25% through supervising the Social Reputation Management team; including shaping procedures, training new team members, writing instructional documentation, performance analysis, and task management• Increased service compliance by 10%, auditing 250+ contracts to make sure services are being fulfilled• Increased engagement by 75% performing social media management for 700+ accounts• Maintained a 98% satisfaction rate by developing a bi-weekly content audit program for 700+ social media pages to ensure accurate records• Consult on customer service issues, train team members on project management, and continue prior duties • Continue to administer the Freshdesk system, providing regular support and supplemental training for users
