As a Senior Social Media Specialist I helped manage teams of representatives in their daily tasks assisting customers through Facebook and Twitter. I provided behavior and efficiency feedback to both specialists and their direct leaders. I created and compiled reports to help analyze and assess KPIs. I led crisis communications in response to public posts, system issues, network outages and promotion volume by collaborating with and responding quickly to various departments when needed.

Resource Planning Intern: - conducted thorough reviews of operations to devise and deploy improvement strategies. - gathered, documented, and modeled staffing data to assess productivity trends for frontline leaders and manage schedules based on forecasted volumes. - developed strong communication and organizational skills through working on group and individual projects.- proved successful working within tight deadlines and a fast paced environment. - utilized tools such as; Excel, WFM, Verint, Webex, Slack, Workday, Microsoft Office and Outlook