Desmer Burden
Woodstock,GA
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 Media Manager Chat Specialist
Verizon Fios
06.2018 - Current
- Engage with customers in regards to their residential services and experiences through multiple social media platforms (Facebook, Twitter, Instagram.)
- Sleuth and create memorable experiences.
- Troubleshoot customers' residential services, review status of customer equipment to resolve ONT and OLT connection issues, provide solutions, and give customers peace of mind
- Escalate issues to correct departments where we may have failed or lost customer faith.
- Assisted with Social Media campaigns such as 2020 Pay-it-Forward, Super Bowl 55 Concert, and 2021 War Room
- Completed Sprinklr Training - Sprinklr Care Agent Pro 2020 Certification, Sprinklr Modern Care Supervisor Pro 2021 Certification.
- AFNI Support: In this role partner with our SPC partners AFNI providing support and training to our external agents in their role as Social Media chat specialists.
- Sprinklr SME: In this role, I am a direct contact as a subject expert with our communication software Sprinklr. Assisted internal and external with discovering issues by analyzing the activity from cases reported by peers.
- Social Coordinator: In this role, I gained experience and knowledge as a form of leadership. While providing frontline support, managing SLA and Sentiment, managing coverage, presenting to leadership, and facilitating trainings.
- Social Media Content Team: In this role, I am able to assist in bringing content to light by providing feedback after analyzing trends to contribute as a copywriter to increase engagement. In return making memorable and joyful experiments.
- Assisted in Training New Hires: In this role, I was able to view Senior Trainers in their daily work environment while also assisting by providing my knowledge and experiences to help the incoming class.
Tech Apprentice/ Tech Support
Verizon Wireless
05.2015 - 06.2018
- Troubleshooting cellular devices using Troubleshooting Guide and Diagnostics
- Deep diving into signal or service issues that could be affected by cell sites themselves, or certain features not being sync with communications
- Using deductive reasoning to analyze the problem then testing and confirming resolution
- Upsell products that go hand and hand with customer needs
- Creating solutions and resolving customer technical issues in a reasonable time
- Internal Software/Programs: ACSS, InfoManager/Doorways, MTAS, MARS
Computer Support Specialist- Panasonic-Temp
Staffing Solutions
10.2012 - 05.2015
- Resolve tickets from help desk board and emails
- Configure Desktop and Laptops base on department and business needs
- Assign workstations and printers to network
- Provide inventory updates using Excel.
Education
Associate of Applied Science - Web Design and Development
Columbus Technical College
Columbus, GA05.2011
High School Diploma -
Jordan Vocational High School
Columbus, GA05.2008
Skills
- Content Creation
- Content Development
- Photography and Videography
- Sprinklr SME
- Twitter/X
- Youtube
- Slack Workflows
- Excel
- Presenting
Timeline
Social Media Manager Chat Specialist
Verizon Fios
06.2018 - Current
Tech Apprentice/ Tech Support
Verizon Wireless
05.2015 - 06.2018
Computer Support Specialist- Panasonic-Temp
Staffing Solutions
10.2012 - 05.2015
Associate of Applied Science - Web Design and Development
Columbus Technical College
High School Diploma -
Jordan Vocational High School
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