Carey Newhouse
Asheville,NC
Overview
8
8
years of professional experience
Work History
Social Media Supervisor
OceanX/MCI
ASHEVILLE, NC
12.2020 - 01.2025
- Monitored online conversations related to client brands, spokespeople, influencers, and rival brands
- Trained and managed a team of agents to reply to comments in a timely manner and in a tone appropriate for client brands, and offer sales/upsell pitches when relevant to customer contacts
- Assisted team members in handling difficult or complex situations
- Ran weekly meeting to calibrate team performance with client expectations
- Reviewed performance data and generated weekly enterprise reports
- Scheduled and prepared team weekly for projected post volume based on client spend and seasonal history
- Prepared communications for 'special case' responses, e.g. escalated customers, other brand accounts, "influencer" accounts
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
- Trained team members on new order management and social media management systems as they were adopted.
- Developed SOP for managing and responding to customer reviews of products for client websites.
- Helped team navigate transition when department at OceanX was purchased by MCI
- Filled in for manager/subject matter expert during unexpected extended absence
Data Entry/Clerical Supervisor
OceanX
Asheville, NC
04.2018 - 12.2020
- Managed a team of data entry personnel and monitored their performance.
- Provided guidance to the data entry staff on how to enter data accurately and efficiently.
- Ensured that all data was entered correctly, following established procedures and protocols.
- Created reports on key performance indicators related to the data entry process.
- Analyzed existing systems and recommended changes or improvements to ensure efficiency in the workflow.
- Documented detailed instructions for using various software programs used in the data entry process.
Email and Chat Customer Service Supervisor
OceanX
ASHEVILLE, NC
01.2017 - 12.2020
- Recruited, interviewed and selected employees to fill vacant roles.
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Consulted with managers to resolve problems relating to employee performance, and work schedules.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Guided employees in handling difficult or complex problems.
- Developed customer service response templates to address common customer issues with appropriate brand tone
- Managed Amazon Seller accounts for multiple clients by special request and developed the program into a new line of business for the company
Email and Chat Customer Service Lead
OceanX
Asheville, NC
11.2016 - 01.2017
- Responded to customer emails and live chats for multiple clients
- Assisted coworkers with difficult or complex customer issues
Education
Some College (No Degree) - English Literature and Education
Appalachian State University
Boone, NCSkills
- Analytics and Reporting
- Post Optimization
- Conversion Strategy
- Social Media Copywriting
- Microsoft Office Suite
- Amazon Seller Central store management
- Verbal and Written Communication
- Progress Tracking
- Social Media and Promotions
- Critical Thinking
- Community Management
- Brand Awareness
- Team Building
- Customer Service
- Media literacy and critical research
- Workforce Management
- Compliance Monitoring
Timeline
Social Media Supervisor
OceanX/MCI
12.2020 - 01.2025
Data Entry/Clerical Supervisor
OceanX
04.2018 - 12.2020
Email and Chat Customer Service Supervisor
OceanX
01.2017 - 12.2020
Email and Chat Customer Service Lead
OceanX
11.2016 - 01.2017
Some College (No Degree) - English Literature and Education
Appalachian State University