Summary
Overview
Work History
Education
Skills
Timeline
Generic

Briana Schneider

Omaha,NE

Summary

Knowledgeable Social Media Manager experienced in executing social media strategies across social platforms. Demonstrated time management and collaboration skills. Flexes easily with new information and branding changes to consistently exceed targets for engagement, acquisition and retention.

Overview

11
11
years of professional experience

Work History

Social Listening

PayPal
07.2023 - 02.2024
  • Identified category trends through social listening.
  • Enhanced team efficiency by developing and implementing escalation procedures.
  • Enhanced risk detection by implementing advanced fraud detection tools and techniques.
  • Conducted thorough investigations to minimize financial losses and maintain company reputation.
  • Enhanced business efficiency by identifying trends and patterns in complex datasets.
  • Streamlined data processing for faster results by implementing advanced analytics tools.
  • Improved decision-making processes with accurate data analysis and visualization techniques.
  • Managed multiple social media platforms, ensuring a consistent brand voice and message.
  • Collaborated with cross-functional teams on integrated marketing initiatives, resulting in increased online presence.
  • Monitored social media trends and emerging platforms, adopting new strategies to stay ahead of the competition.
  • Created comprehensive reports on social media performance, presenting data-driven insights to stakeholders.
  • Effectively managed crises communication during unfavorable situations protecting company''s reputation online.
  • Monitored online presence of company's brand to engage with users and strengthen customer relationships.
  • Drove cross-functional collaboration with focus on quality service delivery.
  • Increased brand awareness through development and implementation of successful public relations campaigns.
  • Collaborated with other departments to develop integrated branding and public relations strategies.
  • Led crisis communications and media relations activities in response to challenging situations.
  • Improved internal controls by identifying and addressing potential risk factors in business processes.
  • Identified trends in fraudulent activities, enabling proactive response to emerging threats.
  • Maintained up-to-date knowledge on industry best practices, ensuring compliance with relevant regulations and standards.
  • Assisted in the design of automated systems for monitoring potential risks, improving overall efficiency and accuracy.
  • Provided expert guidance during critical decision-making processes, ensuring proper consideration of potential risks and benefits.
  • Created detailed reports highlighting key findings from investigations, facilitating informed decision-making among stakeholders.
  • Played a crucial role in crisis management efforts, helping businesses respond effectively to unexpected events that posed significant threats to their operations or reputations.

Social Customer Care

PayPal
06.2020 - 02.2024
  • Improved customer satisfaction by quickly identifying and resolving escalated issues.
  • Increased customer engagement through social media.
  • Monitored online presence of company's brand to engage with users and strengthen customer relationships.
  • Led crisis communications and media relations activities in response to challenging situations.
  • Working with high level (Public Relations)-PR concerns
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Increased brand awareness by developing and implementing targeted social media campaigns.
  • Maintained high-quality service standards for all inbound social media contacts, ensuring prompt and accurate assistance.

Business Support Specialist

PayPal
06.2013 - 02.2024
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Improved customer satisfaction by providing prompt responses and effective resolutions to dispute cases.
  • Kept up to date on industry information, system changes, network rules and compliance issues.
  • Used sound judgment and available resources to make well-informed decisions for case approval or denial.
  • Performed risk analyses to identify appropriate security countermeasures.
  • Fostered a culture of cybersecurity awareness throughout the organization, emphasizing the importance of individual actions in maintaining overall system integrity.
  • Researched and identified solutions to technical problems.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Developed expertise in multiple products within the company portfolio, becoming a go-to resource for colleagues seeking guidance on specific features or functionalities.
  • Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
  • Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.

Team Leader

PAYPAL
07.2022 - 04.2023
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
  • Coordinated resources effectively to meet project deadlines and achieve desired results.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Promoted high standerds through personal example to help each member understand expected behavious and standards.
  • Held weekly team meetings to inform team members on company news and updates.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Created and managed project plans, timelines and budgets.
  • Devised and implemented processes and procedures to streamline operations.

LEAP- Learning Experience Specialist Program

PayPal
05.2021 - 06.2022
  • Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.
  • Contributed to improved team performance by facilitating workshops on communication, collaboration, and problem-solving techniques.
  • Provided constructive feedback to participants during debriefing sessions, fostering personal growth and skill development.
  • Assisted in the design of evaluation tools to measure program success and inform future improvements.
  • Promoted continuous learning within the organization by sharing best practices and lessons learned from various facilitation experiences.
  • Collaborated with subject matter experts to develop accurate, relevant content for delivery at industry conferences or professional development events.
  • Led virtual training sessions using web-based platforms while maintaining high levels of participant interaction and engagement throughout the event duration.
  • Evaluated participant progress through ongoing assessments to ensure mastery of course objectives before concluding each session.
  • Served as a resource for trainees post-session completion by providing follow-up support via email or phone consultations.
  • Used diverse teaching materials and motivational approaches to reduce learning gaps and instruct students.
  • Developed and implemented organizational systems to better manage training documentation and progress reporting.
  • Improved employee retention rates through engaging and interactive training sessions.
  • Implemented a mentorship program, pairing experienced staff members with new hires for personalized guidance and support.
  • Mitigated potential compliance risks by ensuring all employees received mandatory industry-specific training.
  • Developed comprehensive job aids and resources for employees to reference post-training, enhancing knowledge retention over time.
  • Provided ongoing coaching and feedback to facilitate long-term success in employee roles following completion of initial trainings.
  • Optimized existing curriculums based on participant feedback, ensuring relevance of content material across changing organizational needs over time.
  • Assessed skill gaps for employees and developed training courses to meet identified needs.
  • Reduced time to productivity for new hires by implementing targeted training programs.
  • Collaborated with department managers to identify specific training needs and develop tailored solutions.

Senior Customer Service Agent

PayPal
10.2019 - 05.2020
  • Streamlined call handling for improved productivity and reduced wait times.
  • Mentored junior agents to develop their skills and elevate the team''s overall performance.
  • Reduced customer complaints by promptly identifying problems and implementing effective solutions.
  • Collaborated with team members to consistently exceed monthly targets and company objectives.
  • Delivered exceptional support by accurately tracking customer requests and providing timely updates on resolution progress.
  • Managed high call volume with excellent time management skills, maintaining efficiency without sacrificing quality service.
  • Earned multiple recognition awards for outstanding performance in achieving client satisfaction scores.
  • Improved internal processes by identifying inefficiencies and suggesting actionable improvements during regular team meetings.
  • Served as an escalation point for challenging cases, applying expert problem-solving abilities to reach favorable outcomes for both customers and the company.
  • Participated in cross-functional projects to enhance overall business operations, contributing valuable insights from a customer service perspective.
  • Implemented new procedures to enhance communication between departments, leading to a more cohesive customer service experience.

Account Manager

PayPal
09.2016 - 10.2019
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Developed customized account plans for clients to help them achieve their business goals.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Monitored industry trends to provide informed recommendations on new products or services that could benefit clients'' businesses.
  • Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
  • Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
  • Achieved or exceeded company-defined sales quotas.
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
  • Consulted with businesses to supply accurate product and service information.

Social Media Manager

High Tea Omaha
Omaha, NE
2023.01 - Current
  • Wrote advertising material for use by publication, broadcast or internet media to promote sale of goods and services.
  • Applied current editing and photography tools to tell great stories.
  • Strengthened content through proofreading and editing.
  • Cultivated a loyal following on social media platforms through consistent posting schedules and authentic community engagement strategies.

Education

Bachelor of Science - Business Leadership

Bellevue University
Omaha, NE
01.2025

Professional Licensure - Cosmetology

Capitol School of Hairstyling & Esthetics
Omaha, NE
12.2006

Skills

  • Trend Analysis
  • Conducting investigations
  • Data Interpretation
  • Certified Anti-Money Laundering Specialist (CAMS)
  • Risk Mitigation
  • Risk analysis training
  • Interpersonal Skills
  • Community Engagement
  • Online presence monitoring
  • Lead Development
  • Lead Generation
  • Social Media
  • Brand Management
  • Brand Awareness
  • Twitter, Tiktok, Pinterest, Clubhouse
  • Business Development
  • Excellent Multitasking
  • Critical Thinking
  • Online reputation monitoring
  • Strategic Networking
  • Facebook, Instagram, LinkedIn
  • Managing Complaints
  • Social Media Management
  • Audience Engagement
  • Social Listening
  • Community Management
  • Training Method Development
  • Orientation and Onboarding
  • Employee Coaching
  • Stakeholder Management

Timeline

Social Listening

PayPal
07.2023 - 02.2024

Social Media Manager

High Tea Omaha
2023.01 - Current

Team Leader

PAYPAL
07.2022 - 04.2023

LEAP- Learning Experience Specialist Program

PayPal
05.2021 - 06.2022

Social Customer Care

PayPal
06.2020 - 02.2024

Senior Customer Service Agent

PayPal
10.2019 - 05.2020

Account Manager

PayPal
09.2016 - 10.2019

Business Support Specialist

PayPal
06.2013 - 02.2024

Bachelor of Science - Business Leadership

Bellevue University

Professional Licensure - Cosmetology

Capitol School of Hairstyling & Esthetics

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Briana Schneider