Summary
Overview
Work History
Education
Skills
Program Experience
References
Timeline
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Angela Sanders

Austin,TX

Summary

Self-motivated professional with proven expertise in managing diverse social media platforms. Skilled in effectively handling complex customer interactions, such as responding to social media comments, managing product reviews, and engaging in live chat. Passionate about cultivating and nurturing positive customer relationships while aligning organizational goals.

Overview

9
9
years of professional experience

Work History

Social Media Associate

ONNIT Labs
AUSTIN, TX
04.2023 - 11.2024
  • Managed incoming contacts through Onnit's social media channels (Facebook, X, Instagram, TikTok)
  • Responded to comments on Onnit posts and paid advertisements
  • Engaged the online community through tagged posts on Instagram
  • Administrator of Onnit's Facebook Community, responsible for reviewing reported posts, reviewing new member requests and assist manage the moderator team
  • Assisted with responding to direct messages from the community across Onnit's social media platforms.
  • Escalated community concerns to Customer Service management and/or Social Team effectively, as needed
  • Reviewed and responded to Bazaarvoice reviews with 3 or less stars
  • Answered incoming calls, general support tickets, and live chats to assist customers efficiently, consistently completing between 180-200 tickets a week while maintaining a 95% CSAT score.
  • Thoroughly document all customer correspondence as needed within necessary databases

Customer Service Associate Tier 3

ONNIT Labs
AUSTIN, TX
11.2021 - 04.2023
  • Manage all daily activities with Onnit customers: Answer incoming calls, general support tickets, and live chats to assist customers efficiently. Consistently completed 180-200 tickets in ZenDesk while maintaining 95% CSAT score.
  • Thoroughly document all customer correspondence, as needed, within Atlas and other necessary databases
  • Responsible for reporting all Adverse Events to Quality Specialists.
  • Report all fraudulent activity to Payment & Billing Specialist
  • Manage warehouse communication: Updating addresses, canceling orders, Quality Control requests, change of carrier, etc.
  • Manage review systems: Monitor and respond to reviews for any sensitive information or actionable.

Account Manager

Peerless Events and Tents
Austin, TX
06.2015 - 03.2020
  • Act as liaison between client and operations
  • Responsible for keeping current clients satisfied
  • Develop and maintain relationships with new clients
  • Responsible for walking new and current clients through the rental process
  • Responsible for generating and following up on sales leads
  • Manage and solve conflicts that may arise with clients
  • Responsible for accounts receivable of cash clients
  • Responsible for answering incoming calls, online quote requests, and working with walk-in clients.

Education

High School Diploma -

Arlington High School
Arlington, TX

Skills

  • Social Media Management
  • Brand Awareness
  • Community Engagement
  • Community Management
  • Managing Complaints
  • Meta Business Suite, X, TikTok
  • Verbal and written communication
  • Online chat and email
  • Customer Relationship Management
  • Complaint Handling
  • Queue management
  • Call center experience

Program Experience

  • Microsoft Office
  • ZenDesk
  • Atlas
  • Netsuite
  • Google Drive
  • RingCentral
  • UPS QuantumView
  • Atlassian Product Suite (Jira)
  • BazaarVoice
  • Braintree
  • Geodis Visibility
  • Meta Business Suite
  • Amazon Seller
  • TikTok Shop

References

References available upon request.

Timeline

Social Media Associate

ONNIT Labs
04.2023 - 11.2024

Customer Service Associate Tier 3

ONNIT Labs
11.2021 - 04.2023

Account Manager

Peerless Events and Tents
06.2015 - 03.2020

High School Diploma -

Arlington High School

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Angela Sanders