Deborah Lilly

• Gather information, copy, prices, and images from shoe brands owned by Wolverine to be placed on the brands' websites
• Create and maintain spreadsheets to manage tasks
• Use multiple programs to prepare styles for websites
• Create Demand Ware ID numbers for each style
• Worked closely with the merchandisers on upcoming stock, sale stock, and dropped stock
• Work with a team using chat, Teams calls, and Zoom to coordinate daily workload and to problem solve together
• Safeguard sensitive brand information through proper documentation handling

• Reviewed social media accounts (Facebook, Instagram, Messenger, Twitter) for brands owned by Wolverine Worldwide
• Elevated customer experience by responding to comments, messages, complaints, and inquiries promptly and professionally.
• Responded to customer online reviews
• Worked with team to cover all brands' social media for the day

• Handled customer inquiries and input orders courteously and professionally
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
• Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
• Followed company procedures concerning returns, refunds, defective products, and promotion codes
• Updated account information to maintain customer records

Cared for my father while he was receiving treatment for cancer.

• Served as editor for university's alumni magazine
• Planned copy and images for each issue relevant to the issue's theme
• Created calendars for each issue to communicate and maintain deadlines
• Hired writers and photographers (students and professionals)
• Mentored student interns
• Managed multiple projects simultaneously, ensuring timely delivery of high-quality editorial work
• Checked reference sources to verify dates, facts, and statistics
• Enhanced publication quality by diligently proofreading and editing articles for grammar, spelling, and consistency
• Determined readiness of written pieces, made changes, and approved final versions for publication

After staff cuts at the newspaper, I took this time to complete graduate courses.

• Wrote hard news and feature stories
• Coordinated special sections
• Designed layouts
• Proofread and edited copy of other staff reporters