Imari Coles
Louisa,VA
Summary
Attentive Social Media Coordinator with proven history developing engaging social posts that support corporate communications goals. Self-motivated with understanding of brand promotion and online marketing. Known for working quickly and efficiently across multiple social media platforms.
Overview
4
4
years of professional experience
Work History
Social Media Coordinator
Peak Support
04.2024 - Current
- Developed and implemented a comprehensive social media strategy for the company's products and services.
- Monitored, analyzed, and reported on the performance of all social media activities using analytics tools.
- Researched current trends in the industry to identify opportunities for growth through new social media channels.
- Managed day-to-day interactions with followers and responded promptly to customer inquiries or complaints.
- Participated in weekly meetings with other departments to brainstorm creative ideas for campaigns across different channels.
- Identified potential partners or sponsorships to increase visibility and reach on social networks.
Quality Assurance Analyst
Peak Support
01.2021 - 02.2024
- I started my role as a temporary QA for the Trust & Safety Team, which at the time was a small group of 5 people
- Over time, that number grew to over 10 agents
- I was recognized for my strong performance as a temporary QA, which resulted in my formal promotion to full time QA for both our Trust & Safety and Moderation teams in August 2022, contributing to the team's success and growth in handling 275+ audits per week
- I now handle QA audits across 10 LOBs and over 20+ agents
- I have also been involved in uptraining new agents and leading shadowing sessions during their nesting period
Trust & Safety Agent
Peak Support
- After 4 months of working as a moderator, I was offered the opportunity to become a part of the Trust & Safety team
- Utilizing my skills as a Trust and Safety agent, I successfully reviewed and suspended members for fraudulent activity and scamming, leading to a 20% decrease in such cases and ensuring a secure platform for users
- It was in this role, I was also offered the opportunity to learn the new skill of being a Quality Assurance Analyst
Member Moderator
Peak Support
- In this role, I effectively managed a queue as a member moderator, responding to user reports and suspending members when necessary, resulting in a decrease in fraudulent activity and improved user experience
- In May 2022, I was also part of a small team to start handling our email support queue
- Once trained, I was also a part of the subsequent training for other agents in later classes
Technical Support Chat Agent
Kelly Connect
- Demonstrated exceptional technical expertise and customer service skills, resulting in a promotion to Tier 1 Mac advisor within 6 months
Social Media Coordinator
Loud Amerika
- This role began as the web designer for a local family-owned cannabis business whose main goal was to bring awareness to the true medicinal aspects and properties of the cannabis plant
- I was then tasked with creating and managing their social media platforms (mainly Instagram & Facebook) to help drive their brand awareness
- Through research from similar businesses, I was able to create and post content that would appeal to our target audience
- Within 1 month of establishing their social media presence and through daily postings, I was able to increase engagement and build our following to over 5K which also increased website sales by 15%
- Lastly, I sent out weekly email blasts to website subscribers highlighting different fun facts and the history behind the cannabis plant
Education
Bachelors of Arts - Communications
Old Dominion University
01.2024
Skills
- Computer Literacy
- Content moderation
- Highly Organized
- Microsoft Office
- Problem Solving
- Quality Control
- Social Media Moderation
- Software Troubleshooting
- Social content planning
- Social media expert
- Project management
- Community management
- Brand messaging
Timeline
Social Media Coordinator
Peak Support
04.2024 - Current
Quality Assurance Analyst
Peak Support
01.2021 - 02.2024
Trust & Safety Agent
Peak Support
Member Moderator
Peak Support
Technical Support Chat Agent
Kelly Connect
Social Media Coordinator
Loud Amerika
Bachelors of Arts - Communications
Old Dominion University
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