Kelly Anders Email & Phone Number

• Develop and implement social media strategies that align with brand goals and audience interests.• Produce and publish content and for all major social media platforms. • Identify then elevate content and influencers that align with brand values. • Manage social media accounts, including scheduling and publishing posts, responding to comments and messages, and engaging with our audience.• Analyze social media metrics and adjust strategies accordingly to optimize engagement and reach.• Social listening on industry trends, competition, developments, and emerging technologies related to brand interests.• Collaborate with marketing, sales, product, and customer support to ensure brand consistency and support.• Provide social media training, guidance, and insight to team members. • Monitor competitor’s social media platforms.• Deliver metrics and KRI reporting. • A/B testing. • SEO research.• Performance analytics.• Test emerging social media platforms.

United States

• Perform research on current trends, audience preferences, and new markets.• Design and implement social media strategy to align with business goals.• Track topics and hashtags, recommending best practices for usage.• Generate, edit, publish and share engaging content daily (e.g., original text, photos, videos, and news) based on trending topics/hashtags as well as product updates, blog posts, help center articles, and other content as needed.• Schedule corporate announcements. Monitor comments/messages on social media platforms, reviewing, responding, deleting, blocking, and escalating as needed.• Collate analytics for all social media platforms, tracking growth and ROI.• Track trends and sentiment while expanding brand audience.• Communicate with followers, respond to queries in a timely manner, and monitor customer reviews.• Coordinate social media accounts’ design (e.g. Facebook timeline cover, profile pictures, and blog layout).• Research, suggest, and implement new features and best-practices in social media.• Coordinate with collaborative team members and partners who are directly engaging on brand social media channels.

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•Lead social team members in daily account management.•Strategy creation and implementation. •Tracking performance against goals: Establish key performance indicators (KPIs) and regularly monitor social media metrics to evaluate the effectiveness of campaigns and initiatives. •Analyze data and provide actionable insights to optimize performance and achieve desired outcomes.•Design and author overall team strategy: Develop an overarching social media management strategy encompassing multiple platforms. •Managed achievement of KPIs and deadlines.•Foster cross-functional collaboration to maximize the impact of integrated marketing efforts.

• Answering incoming customer calls promptly and professionally.• Providing exceptional customer service by addressing customer inquiries, concerns, and complaints.• Assisting customers with billing inquiries, account changes, and technical support for Verizon products and services.• Resolving customer issues effectively and efficiently while maintaining a high level of customer satisfaction.• Troubleshooting and diagnosing technical problems with phones, internet, and TV services.• Processing customer orders, upgrades, and cancellations accurately and efficiently.• Educating customers about product features, benefits, and promotions.• Escalating complex issues to appropriate departments or supervisors for resolution.• Documenting customer interactions and maintaining accurate and detailed customer records.• Adhering to company policies, procedures, and quality standards during all customer interactions.• Continuously updating knowledge of Verizon products, services, and policies through training and self-study.• Working collaboratively with team members and other departments to ensure customer needs are met.• Meeting or exceeding individual and team performance metrics, such as call quality, average handle time, and customer satisfaction ratings.• Maintaining professionalism and empathy in handling difficult or irate customers.• Adhering to strict confidentiality guidelines and safeguarding customer information.

• Supervising and managing a team of debt collection agents in a call center environment.• Providing guidance, coaching, and training to agents to ensure adherence to company policies, procedures, and regulatory requirements.• Monitoring and evaluating agent performance, including call quality, productivity, and compliance with collection guidelines.• Conducting regular performance reviews and providing constructive feedback and performance improvement plans as needed.• Developing and implementing strategies to optimize collection efforts and improve recovery rates.• Setting individual and team goals and targets, and motivating agents to achieve and exceed them.• Handling escalated customer calls and resolving complex issues or complaints.• Ensuring compliance with applicable debt collection laws and regulations, such as the Fair Debt Collection Practices Act (FDCPA).• Monitoring and analyzing collection metrics and KPIs to identify trends, areas for improvement, and opportunities for increased efficiency.• Implementing and maintaining call center policies, procedures, and quality standards related to debt collection.• Collaborating with other departments, such as legal, compliance, and customer service, to address operational needs and optimize collection processes.• Staying updated on industry best practices, regulatory changes, and emerging technologies in debt collection.• Providing regular reports and updates to management on team performance, collection results, and key initiatives.• Managing and maintaining accurate records and documentation related to debt collection activities and customer interactions.• Assisting in the recruitment, onboarding, and training of new collection agents.• Participating in team meetings, trainings, and professional development activities to enhance knowledge and skills in debt collection.

• Monitoring and moderating online community forums, social media platforms, and in-game chats to ensure adherence to community guidelines and policies.• Engaging with players and responding to their inquiries, concerns, and feedback in a timely and professional manner.• Enforcing community rules and taking appropriate actions, such as warning, muting, or banning users when necessary.• Collaborating with the customer support team to address player issues and escalate complex cases.• Reporting and documenting any violations, bugs, or issues encountered by players.• Assisting in organizing and coordinating community events, contests, and promotions.• Providing input and suggestions for improving the community experience and player engagement.• Developing and implementing social media strategies to increase brand awareness, engagement, and user acquisition.• Creating and curating engaging content for various social media platforms, such as Facebook, Twitter, Instagram, and YouTube.• Managing social media accounts, including posting, scheduling, and monitoring content performance.• Collaborating with the creative team to create visually appealing graphics, videos, and other promotional materials.• Assisting in planning and executing marketing campaigns, including email marketing, paid advertisements, and app store optimization.• Participating in the testing phase of new game features, updates, and content releases.• Providing feedback and reporting bugs, glitches, and gameplay issues encountered during testing.• Collaborating with the development team to ensure the quality and stability of the game.• Following test plans and test cases to perform thorough and systematic testing of the game.• Verifying bug fixes and validating the implementation of new features.• Documenting and communicating test results, including detailed reports and recommendations.• Participating in meetings to share insights and contribute to the game's improvement.

• Overseeing the day-to-day operations of multiple call centers, ensuring smooth and efficient functioning.• Develop new national and international site programs. • Managing a team of call center supervisors and agents, providing guidance, coaching, and support.• Setting performance goals and targets for the call center team and monitoring their performance.• Conducting regular performance evaluations and providing feedback to supervisors and agents.• Developing and implementing strategies to improve call center productivity, efficiency, and customer satisfaction.• Analyzing call center metrics and data to identify trends, areas for improvement, and opportunities for cost reduction.• Implementing and maintaining call center policies, procedures, and quality standards.• Ensuring compliance with company policies, industry regulations, and legal requirements.• Collaborating with other departments, such as IT, HR, and Training, to address operational needs and optimize processes.• Handling escalated customer issues and complaints, providing resolutions and ensuring customer satisfaction.• Conducting regular team meetings and trainings to keep the call center team informed and motivated.• Managing call center scheduling to ensure adequate coverage and optimal resource utilization.• Implementing and monitoring call center technologies and systems to enhance efficiency and productivity.• Managing the budget and expenses related to call center operations.• Keeping abreast of industry trends, best practices, and emerging technologies in call center operations.• Participating in strategic planning and decision-making processes to drive business growth and success.• Ensuring a positive and professional work environment within the call center team.• Handling any other duties or projects assigned by senior management.