Kelsey Brethower Email & Phone Number

Springfield, Missouri, United States

➤ Assisted the Director of Measurement and Insights, delivered content moderation, community management, and social listening services through providing social customer care solutions to a variety of industry leading global clients.➤ Minimized risk, built customer loyalty, and maximized insight through a combination of technology and human-powered solutions while working as an agency partner or directly with client brands.➤ Worked with large data sets and data visualization to support client efforts to tell powerful stories of how social media is directly impacting a company's bottom line while delivering several top tier customized reports for the organization.➤ Ensured financial viability by conducting regular contract audits, reported revenue, and assisted with pricing quotes for incoming reports while serving as a liaison between the reporting team, additional company departments, and clients.➤ Built, managed, and developed a growing team of 10 analysts, ensured that team members continued to grow and push boundaries to achieve client social media goals, and oversaw quality assurance for service delivery.➤ Ensured that team members had what they needed to deliver reports on time and to client satisfaction by having the right tools to acquire data and create reports accurately and on time including ensuring proper training of team members.➤ Regularly interfaced with assigned clients, understood their requirements, devised advanced analytics solutions, and implemented media and marketing measurement frameworks that are effective in increasing engagement and ROI.➤ Served as the voice of the consumer for your portfolio of brands, used consumer insights to influence brand strategy, product go/no-go decisions, demand forecasting, and investments in social media.

➤ Delivered reports to clients directly and through Customer Success Managers to expand and grow existing relationships.➤ Helped surface actionable insights through reporting services to supported the Insights team and reported directly to the Revenue Operations Manager while working closely with the Customer Success and Strategy and Insights team.➤ Provided data-driven reports through research and social listening tools while exemplifying a service-oriented philosophy as a team player and working independently as well as collectively in a virtual environment.➤ Adhered to client timelines and regular reporting cadence while remaining agile for crisis or ad hoc situations that demand urgency including thinking creatively and strategically about data and report design to maximize client value.➤ Navigated a tech stack including Brand Watch, Talk Walker, Social Bakers, and Sprinklr, collaborated with team members to support on overflow of projects and provided support with client calls and reporting walk-throughs.➤ Developed ad-hoc and post-mortem analytical and strategy based Excel and PowerPoint reports that delivered insights from social media for over 50 clients worldwide from a wide range of industries.➤ Oversaw data collection and tool optimizations to ensure accuracy of output, reviewed reports and deliverables for quality assurance while adhering to strict client deadlines for deliverables.

➤ Managed a team of 10 to 12 moderators, scheduled team members for shifts, set deadlines, assigned responsibilities, ensured resource availability and allocation, and monitored or summarized progress of projects.➤ Supported Account Manager in client relations to ensure client satisfaction, training of new team members, document creation for project guidelines and team tracking, and creation of reports as requested by clients.➤ Participated in continuous training programs established by the company for optimal development in the role as well as ensured team compliance with all the orders, instructions, and procedures provided by the client.➤ Analyzed key data as well as provided trends and insights to develop improvements to overall social media processes.➤ Remained up to date on key workflow changes, operational guidelines, policy updates, and community standards.

➤ Ensured s a positive, engaging social experience for all users while upholding a high standard of accuracy and quality.➤ Monitored and responded to comments on social accounts on behalf of clients using their unique, brand voice while enforcing online community policies across multiple content areas and ensuring that guidelines and rules were followed.➤ Moderated user-generated content on client platforms by reviewing strong graphic images, videos, or written content to ensure the content meets the community guidelines and to escalate any content that violates the parameters set.

Portland, Oregon Area

➤ Participated in independent data analysis, and research as well as effective communication across teams.➤ Assisted in archaeological surveys, testing, data recovery, proposal and report writing, and lab analysis.

Archaeological Technician – Cultural Surveys Hawaii, Inc., Kailua, Hawaii – 05/2006 to 07/2006Customer Service Representative – Pier 1 Imports, Pearl City, Hawaii – Summer 2004 to 05/2006

Bachelor Of Arts - Ba, Anthropology, Gpa: 3.65

Anthropology