FABIEN BARKER
Atlanta,GA
Summary
Accomplished professional possessing more than 10 years of progressive experience in digital media management, product portfolio management & project delivery. Experienced project coordinator executing major and minor product & promotion launches, managing all aspects from initial planning through to implementation inclusive of digital content marketing & branding. Able to manage multiple concurrent tasks adhering to tight schedules and budgets. A persuasive communicator, adept at writing compelling messaging, designing & developing basic graphics & artwork for internal and external audiences or preparing insightful reports for managerial review. Technically savvy with expertise in Microsoft Office, Adobe, Canva, Hootsuite and related business applications.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist
Delta
Atlanta, GA
06.2021 - Current
- My current role as a Customer Experience Specialist sees me aiding the number one airline with the following daily tasks:
- Collaborating with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Maintaining extensive knowledge of Delta products to recommend items aligned with customer needs and quickly resolve passenger queries or issues.
- Engaging in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Documenting customer interactions where necessary so as to maintain customer service history details.
- Consistently maintaining key performance indicators and acceptable performance levels to support assigned customer base.
- Responding to a high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Applying highly effective selling skills while properly engaging and presenting solutions to customers.
- Recommending products to customers, thoroughly explaining details.
- Delivering excellent customer service, resulting in consistently high customer satisfaction rating.
- Investigating and resolving customer inquiries and complaints quickly.
- Maintaining up-to-date knowledge of product and service changes.
- Providing floor support where requested to new hire training classes.
Lead Digital Marketing Specialist
Fsquared Consultants
06.2013 - Current
- As Digital Marketing lead, my duties have been focused on business development as well as brand management and include:
- Networking, marketing and promoting services to potential clients, face to face and via online platforms
- Designing social media marketing campaigns for clients in different industries including: music, entertainment and wines/spirits
- Researching, writing and publishing all content for distribution to different social media accounts for various clients
- Organized team composed of content writers and graphic designers and collaborated with them on social media projects
- Ensure website content is updated with events, blogs and news as project parameters dictate
- Develop new pages for site, ensure site properly functions across all major web browsers, mobile and tablet devices
- Ensure pages and posts are consistent with SEO strategy
- Prepared social media performance reports based on analytics and discussed results with clients
- Assisted in the moderation of all social media pages of clients particularly on comments and messages on business inquiries
- Lead social media strategy and execution to engage and expand various client audiences; leverage content on existing and emerging platforms to engage with community members and new audiences
- Create and execute MailChimp email campaigns for clients.
Medical Record Scheduler
RemX/Change Healthcare
Alpharetta, GA
11.2020 - 06.2021
- In this role, my primary function was connecting with medical or provider offices to build relationships and facilitate the retrieval of medical charts from Electronic Medical (EMR) systems within the project timelines.
- I utilized my experience building relationships, overcoming objections and negotiating timelines with business or professional organizations to schedule medical charts for retrieval within specified timelines and goals
- My ability to communicate clearly while articulating potential challenges or risks to achieving goals to both internal and external team members served my project objectives well
- My essential duties are:
- Proactive site management and follow up to ensure highest chart retrieval rate for remote access medical facilities
- Ownership, management and monitoring of the chart retrieval process (scheduling, retrieval, attempt and pend process) for remote access sites to ensure minimal provider intrusion/abrasion
- Contact by phone, email or fax all assigned medical offices/facilities requesting or negotiating specific medical records to be retrieved within a specified period of time
- Identification of all sites/providers affiliated with assigned sites within the scheduling system before calling the site
- Develop a positive rapport with site contacts and be customer service point of contact for site contacts
- Validation of demographic data for the medical provider s location
- Escalate and follow up with internal business partners regarding issues impacting successful retrieval of charts as well as support to expedite completion of charts received within project completion dates
- Maintain thorough documentation in OPM of scheduling commitments, contacts, notes and special requests in support of successful chart retrieval
- Use of data and reporting when necessary for chart retrieval success
- Retrieving medical record request remotely via provider/facility EMR systems
- Processing medical documentation for Altegra Health use
- Obtaining logins from sites for remote access
- Scheduling remote access appointments
- Complete and ensure all paperwork for EMR access is properly filled out
- Other duties as assigned.
Customer Service Coordinator
Ashley Homestores
Cumming, GA
02.2020 - 07.2020
- I enthusiastically aided the number one furniture retailer and manufacturer in the world, respectively, with the following daily tasks at their Cumming location:
- Managing the daily opening &/or closing process
- Maintaining compliance with policies and procedures
- Offering excellent customer service to guests including addressing customer issues & complaints
- Resolving phone, walk-in and email customer inquiries
- Processing and logging incoming calls into CRM system
- Forwarding and escalating inquiries to relevant individuals and departments
- Assisting all RSA's with the completion of sales
- Updating customer information as required
- Maintaining confidentiality of information
- Performing other duties as the need arises.
Business/Gov't Operations Coordinator
Verizon
Alpharetta, GA
05.2019 - 01.2020
- My role as an Operations Coordinator with specific concentration on the Business government sector involved addressing business service challenges & opportunities with the full suite of Verizon products and services and includes actions such as:
- Attracting potential customers by answering product and service questions; suggesting information about other products and services
- Opening & maintaining customer accounts by recording and updating account information
- Resolving product or service challenges by clarifying and determining the cause of the problem; selecting and explaining the best solution; expediting correction or adjustment; following up to ensure resolution
- Maintaining financial accounts by processing customer payments & adjustments
- Recommending potential products or services to management by collecting customer information and analyzing customer needs
- Preparing product or service reports by collecting and analyzing customer information and contributing to the overall team effort by accomplishing related results as needed
- I consistently was awarded top NPS performer in my team and recognized center-wide for my penchant to go above and beyond for customer satisfaction.
Office/Finance Administrator
Equals Barbados
Bridgetown, Barbados
03.2019 - 04.2019
- Equals Barbados is a non-profit NGO formed with an aim to educate and empower the LGBTQI+ community to foster unity by providing a safe, discrimination free environment
- As the Office and Finance Administrator for Equals, my duties included:
- Greeting visitors and directing them to the appropriate waiting area
- Conducting clerical duties, including filing, answering phone calls, responding to emails and preparing documents
- Coordinating project deliverables
- Assisting in drafting grant applications
- Handling several financial transaction for the office, such as processing payroll, collecting payments and deposits, issuing receipts, invoicing and budget tracing
- Scheduling meetings and travel arrangements for relevant members of the organizations
- Providing administrative support for operations team.
Senior Products Manager
Digicel (Barbados) Limited
Bridgetown, Barbados
09.2003 - 12.2017
- My role encompassed assisting with overall strategy development for the complete product suite for GSM services
- Some of my duties were:
- Recommending the nature and scope of present and future product lines by reviewing product specifications and requirements; appraising new product ideas and/or product changes
- Assessing market competition by comparing the company's product to competitors' products
- Determining customers' needs by assisting with the definition of research needed to obtain market information
- Obtaining product market share by working with commercial director to develop product sales strategies
- Bringing new products to market by analysing proposed product requirements and product development programs; assisting with the preparation of ROI analyses; establishing implementation timelines and managing overall projects with Engineers among others
- Liaising with Business Analysts to determine product pricing by utilizing market knowledge and market research data;
- Completing operational requirements by scheduling and assigning employees; following up on work results
- Maintaining product management staff by recruiting, selecting, orienting, and training employees
- Maintaining product management staff job results by counseling and disciplining employees; planning, monitoring, and appraising job results
- Maintaining professional and technical knowledge through workshops; professional publications and establishing personal networks
- Contributing to team effort by accomplishing related results as needed.
Education
Advanced Social Media Certificate -
Newhouse School of Public Communications
Principles & Techniques of Project Management -
Boston University
Microsoft Excel (Advanced Certificate) -
Advanced Training Solutions
Microsoft PowerPoint (Advanced Certificate), Advanced Training - undefined
Solutions
Associate of Arts - History & Politics
Barbados Community College
BarbadosExecutive MBA - Project Management
U.W.I School of Continuing Education
2015
Skills
- Customer Account Management
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Microsoft Office Suite
- Establishing and Maintaining Customer Relationships
- Business Development
- Customer Retention Strategies
- Upselling Products and Services
- Creative Problem Solving
Certification
Mr. Kerrigan Roach
Managing Director
The Business & Employment Center
Tel: 2468361111
Ms. Amanda Cox
Senior Operations Manager
Verizon
Tel: 6146780325
Timeline
Customer Experience Specialist
Delta
06.2021 - Current
Medical Record Scheduler
RemX/Change Healthcare
11.2020 - 06.2021
Customer Service Coordinator
Ashley Homestores
02.2020 - 07.2020
Business/Gov't Operations Coordinator
Verizon
05.2019 - 01.2020
Office/Finance Administrator
Equals Barbados
03.2019 - 04.2019
Lead Digital Marketing Specialist
Fsquared Consultants
06.2013 - Current
Senior Products Manager
Digicel (Barbados) Limited
09.2003 - 12.2017
Advanced Social Media Certificate -
Newhouse School of Public Communications
Principles & Techniques of Project Management -
Boston University
Microsoft Excel (Advanced Certificate) -
Advanced Training Solutions
Microsoft PowerPoint (Advanced Certificate), Advanced Training - undefined
Solutions
Associate of Arts - History & Politics
Barbados Community College
Executive MBA - Project Management
U.W.I School of Continuing Education