Summary
Overview
Work History
Education
Skills
Manages own Dog's TikTok and Instagram.
Languages
Timeline
Generic

Autumn Mosley

Cane Ridge,TN

Summary

I am a detail- oriented college graduate with a double major concentration in Business Entrepreneurship/Marketing/ Africana Studies with 6.5 years of work experience. Aiming to leverage academic experience and a proven knowledge of conflict resolution, customer communications, and customer retention to successfully fill the Social Media Engagement role with your team. Frequently praised as adaptable and responsible by my peers, I can be relied upon to help your team achieve its goals and tasks. I believe that I would be a great asset to your department as I have been with Kelly and Nissan Consumer Affairs since 2019 and has moved to new role in CCT department displaying adaptability, teamwork, and great customer service. I am a quick learner and very proud of my skills that I have learned and developed since graduating college. Innovative professional with proven track record of driving engagement through creative strategies. Expert in developing and implementing successful campaigns to maximize ROI and bottom-line results. Skilled in crafting compelling content focused on building relationships with customers and increasing conversions.

Overview

22
22
years of professional experience

Work History

Social Media Marketing Specialist

Nissan North America, Inc.
07.2022 - Current
  • Managed 22 Social Media accounts
  • Engage with both Nissan and INFINITI customers and potential customers
  • Produced engageable content and utilized multiple forms of social selling
  • Connected with multiple prospects.
  • Managed multiple campaigns supported by NISSAN and INFINITI throughout the calendar year.
  • Utilize Sprinklr software to manage multiple dashboards that separate engagements, users in need of support, non-engageable content, track daily engagements, and more.
  • Monitored and analyzed metrics to report the success or failures of social media campaigns and identify areas for improvement.
  • Tagged hot topics, recalls, campaigns, engagements, complaints, compliments, questions, and inquiries regarding the NISSAN and INFINITI brands.
  • Provided exceptional customer service by managing and monitoring our Facebook, Twitter, Instagram TikTok, Youtube, NISMOparts, Nissan/INFINITI APP support, business pages, and other social media channels by tagging, engaging, or offering support to comments.
  • Answered questions, resolved issues, and addressed customer feedback regarding Nissan or INFINITI brand.
  • Collaborate with other departments like Product Planning, Advertising, Direct Marking, and Consumer Affairs to ensure exemplary and consistent customer experience.
  • Using tools like Sprinklr to capture how customers, past customers, and new prospects perceive the Nissan and INFINITI brands.
  • Created ways to retain customer loyalty by sending out loyalty packages with apparel, merchandise, brand engraved items, and personalized notes to show appreciation.
  • Conducted daily updates to social media profiles to boost company's online presence.
  • Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
  • Maintained company's social media presence by posting messages, answering posts, and monitoring responses.
  • Conducted daily updates to social media profiles to boost company online presence.
  • Improved page content, keyword relevancy, and branding to achieve search engine optimization goals.
  • Obtained, attributed and wrote compelling captions and other text for photos, video and other graphics for both print and online use.
  • Met multiple deadlines using strong task prioritization skills.
  • Developed social media calendar, which included scheduling email blasts, social media posts, marketing campaigns, and website updates.
  • Monitored advancements in social media and technology, working with marketing teams to adopt new platforms and facilitate integration into marketing plans.
  • Increased customer engagement through social media.
  • Maintained the company's social media presence by posting messages, answering posts, and monitoring responses.
  • Plan new strategies to grab the attention of new prospects, advertise new models, and retain current customers
  • Wrote engaging and successful marketing, advertising, and website copy.
  • Created customized marketing materials to increase product awareness.
  • Researched and evaluated potential new markets and products.
  • Established and managed relationships with external data providers and research vendors.
  • Utilized specialized software to capture and process data.
  • Used various market research tools and techniques to gather, analyze and interpret data.
  • Collaborated with cross-functional teams to develop and implement market research strategies.
  • Tracked key performance indicators to measure success of campaigns.
  • Conducted primary and secondary research to better understand customer needs and behaviors.
  • Maximized advertising efforts by developing content for media relations, corporate communications, and social media posts.
  • Generated reports to support development and implementation of marketing plans.
  • Implemented and maintained editorial calendar for clients' social media channels, which helped clients reach KPIs.
  • Tracked and analyzed social media and online marketing initiatives.
  • Strategized social media campaigns for clients, helping to meet goals and reach untapped potential customers.
  • Managed social media accounts on day-to-day basis to increase company recognition by creating engaging content.
  • Boosted reach by creating digital content, managing scheduling, maintaining social media accounts and reporting analytics to measure engagement.
  • Participated in brainstorming sessions to generate creative ideas for campaigns.
  • Managed paid social media advertising campaigns to reach and engage target audiences.
  • Responded to inquiries and engaged with followers to build community and support customer engagement.
  • Researched current trends and best practices to develop innovative and impactful campaigns.
  • Increased user base by promoting brand awareness and launching key marketing efforts.
  • Built relationships with industry influencers to increase brand awareness and engagement.
  • Reviewed analytics to identify opportunities for improvement and develop strategies to maximize results.
  • Trafficked advertisements to target audience using specific algorithms for focused exposure.
  • Managed relationships with third-party vendors and suppliers to facilitate prompt delivery of services.
  • Researched and identified new opportunities for increasing company's social media presence.
  • Collaborated with cross-functional teams to promote brand consistency across all social media channels.
  • Developed and implemented crisis management strategies for social media to mitigate risks and maintain positive brand image.
  • Collaborated with sales, product management, and web development teams to create specific marketing campaigns across multiple platforms.
  • Created content strategies for digital media.
  • Crafted and implemented strategies to increase search visibility and website traffic.
  • Monitored and evaluated website analytics to identify trends and opportunities for improvement.
  • Collaborated with designers, copywriters and developers, creating effective search marketing campaigns.
  • Developed and executed branding campaigns to educate target audiences on product features, benefits and values.
  • Planned, implemented, and tracked sales and marketing strategies to promote brand products.
  • Researched and identified new opportunities for product and brand development.
  • Analyzed customer feedback and market trends to make informed decisions about product and brand messaging.
  • Researched market trends to identify customer needs and preferences for strategic planning.
  • Conducted market research to identify new opportunities and target markets.
  • Developed creative presentations, trend reports, kitted assets, and product data sheets.
  • Launched successful digital marketing campaigns that achieved goals for increased website traffic.

CRITICAL CASE TEAM

Nissan North America, Inc.
07.2021 - 07.2022


  • Answered questions, resolved issues, and addressed customer feedback regarding the NISSAN or INFINITI brand.
  • Handled all transmission-related customer concerns and complaints Display high levels of customer service and speaking skills in relation to customers
  • Making decisions on qualifying customers and updating case files Reviewing all pertinent information and warranties applicable to customers.
  • Monitored the business-critical functions on each call and case.
  • Managed complaints, compliments, and questions for the Nissan brand.
  • Escalated any concerns that were alarming to the Nissan brand.
  • Submitting tasks, reviews, check requests, regional reviews, and consulting with the team to make the best possible decisions for customer
  • Documenting, creating spreadsheets if necessary, and data entry
  • Making outbound calls to customers to provide decisions and information on cases
  • Working in a fast-paced environment to ensure all work is completed in a timely manner.
  • Connect with other teams and departments for resolutions that may hurt or help the brand.
  • Be a team player and responsible for all work needed once work is completed.
  • Work ahead if possible and review all casework to ensure everything is accurate and updated.
  • Maintained work and review standards or procedures
  • Ensure the customer is aware of any recalls or important information is provided.
  • Review with team lead for any additional assistance or consult if a 2nd review is needed.

Regional Consumer Affairs Specialist

Nissan North America, Inc.
09.2019 - 07.2021
  • Handle customer complaints with dealer and vehicle concerns.
  • Managing the Nissan brand to ensure there are no alerts via Social Media and/or Customer Care that need attention.
  • Supported public relations managers with writing, researching and preparation of materials
  • Built and maintained positive relationships with public by utilizing strategic plans.
  • Used various social media platforms for media and blogger outreach.
  • Developed and implemented social media strategy to increase engagement and reach new audiences.
  • Review warrantable concerns with dealers and follow up with customers
  • Provide excellent customer service and speaking skills
  • Document all important data necessary and follow protocol on the customer’s case
  • Data entry,updating account records, and creating case file
  • Review with regional and team leads to determine a decision for the customer’s needs.
  • Deliver decisions and pertinent information to the customer
  • Review with different departments to make sure all needs are met Assist other teams in the event of more assistance is needed
  • Submit tasks, requests, checks, emails, documents, comments, and administrative work
  • Maintain keen stellar customer service regarding each customer's complaints and concerns
  • Maintain high KPIs to ensure protocol is being met
  • Review with the arbitrations team to determine a possible buyback or any Lemon Law concerns.
  • Conducted media relations and responded to media requests for information.
  • Managed media relations for organizations to produce successful results.
  • Engaged in professional networking to maintain strong relationships with communications and media professionals to drive partnerships and effective dissemination of mass communications.
  • Provide warranty information and conduct best fitting decisions for customers
  • Consult with service managers, regional FOMs, DOMs, service advisors, and, Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Check to ensure that appropriate changes were made to resolve customers' problems

ADMINISTRATIVE ASSISTANT/CUSTOMER RELATIONS/OFFICE COORDINATOR

Price point Furniture
05.2017 - 11.2019
  • Determine charges for services requested, collect deposits or payments, or arrange for billing
  • Process financing paperwork, keep daily spreadsheets, balance cash drawer, run daily reports and match with daily cash intake, answer incoming calls, assist customers with financing, process payments, billing, and schedule deliveries Route deliveries, check manifest throughout the day, reprint upcoming and new transfers, process customer services to make sure their furniture issues are resolved, contact vendors, and verify information.
  • Updated various internal reports, collected and compiled data and performed follow-up.
  • Operated calculator, computer and other general office equipment and totaled checks, cash and credit cards from previous day.
  • Assisted new employees with new-hire paperwork and reviewed for completeness.
  • Monitored office supplies to order and replenish stock when necessary.
  • Maintained knowledge of office procedures and policies relating to cash reports, register checkups, deposits and checks.
  • Improved office efficiency by implementing color-coded filing system and introducing additional time-saving measures.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

OFFICE COORDINATOR/SECRETARY

Keller Williams Realty
01.2002 - 09.2019
  • Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals
  • Operate office equipment such as fax machines, copiers, and phone systems, and use computers for spreadsheet, word processing, database management, and other applications
  • Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs
  • Set up and maintain paper and electronic filing systems for records, correspondence, and other material
  • Locate and attach appropriate files to incoming correspondence requiring replies Open, read, route, and distribute incoming mail or other materials and answer routine letters
  • Complete forms in accordance with company procedures Make copies of correspondence or other printed material
  • Review work done by others to check for correct spelling and grammar, ensure that company format policies are followed, and recommend revisions
  • Learn to operate new office technologies as they are developed and implemented Maintain scheduling and event calendars
  • Schedule and confirm appointments for clients, customers, or supervisors Order and dispense supplies
  • Coordinate conferences and meetings
  • Process MLS checks and send them to accounting department, process house closing, run MLS system.

CUSTOMER SERVICE REPRESENTATIVE

Ashley Home store Furniture
05.2017 - 11.2017
  • Collect and record customer deposits and fees, and issue receipts using computers
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
  • Determine charges for services requested, collect deposits or payments, or arrange for billing
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
  • Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations
  • Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments
  • Hear and resolve complaints from customers or the public
  • Transmit information or documents to customers, using computer, mail, or facsimile machine
  • File and maintain records
  • Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents
  • Collect, sort, distribute, or prepare mail, messages, or courier deliveries Receive payment and record receipts for services
  • Schedule appointments and maintain and update appointment calendars Take orders for merchandise or materials and send them to the proper departments to be filled
  • Keep track of upcoming deliveries, process financing paperwork, run daily reports

Education

Bachelor of Arts - Entrepreneurship

MIDDLE TENNESSEE STATE UNIVERSITY
Murfreesboro, TN
12.2018

Skills

  • Social Media Best Practices
  • Administering Social Media Accounts
  • Ad Campaigns
  • Social Media Platforms
  • Information Confidentiality
  • Strategic Development
  • Digital Content Platforms
  • Online Media Campaigns
  • Online Presence Monitoring
  • New Media Monitoring
  • Business Communications
  • Social Media and Promotions
  • Social Interaction
  • Social Networking
  • Marketing Strategy Management
  • Creative Strategies
  • Creative Solutions
  • Bilingual

Manages own Dog's TikTok and Instagram.

I have a Golden Retriever with a very fun personality who makes life easier! 

Languages

French
Native or Bilingual

Timeline

Social Media Marketing Specialist

Nissan North America, Inc.
07.2022 - Current

CRITICAL CASE TEAM

Nissan North America, Inc.
07.2021 - 07.2022

Regional Consumer Affairs Specialist

Nissan North America, Inc.
09.2019 - 07.2021

ADMINISTRATIVE ASSISTANT/CUSTOMER RELATIONS/OFFICE COORDINATOR

Price point Furniture
05.2017 - 11.2019

CUSTOMER SERVICE REPRESENTATIVE

Ashley Home store Furniture
05.2017 - 11.2017

OFFICE COORDINATOR/SECRETARY

Keller Williams Realty
01.2002 - 09.2019

Bachelor of Arts - Entrepreneurship

MIDDLE TENNESSEE STATE UNIVERSITY

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Autumn Mosley