Jaylaan Riley
Social Media Manager
Charlotte,NC
Summary
Motivated Social Media Manager possessing 3 years' expertise in traditional and innovative online platforms, effective content creation and audience engagement techniques. Performance-driven with meticulous analytical and technical skill sets.
Overview
5
5
years of post-secondary education
10
10
years of professional experience
Work History
Messaging Expert
T-Mobile
Charleston, SC
11.2018 - Current
- As an Associate Account Expert in 2018 working frontline communications with customers handling billing, account questions, community profit and loss, and sales.
- Promoted to the role of Messaging Expert in 2019.
- Amplifying the overall customer experience by owning customer issues with the tools and knowledge to resolve.
- Navigated various systems and tools while simultaneously chatting with up to 5 customers at a time.
- Exceeded company minimum expectations with 6.5 chats closed per hour.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
Owner
Trend Riley LLC.
Charleston, SC
01.2018 - Current
- Launched my business as a freelance social media consultant and manager in 2018 where I learned and applied the latest trends of platforms like Facebook, Instagram, YouTube, Pinterest and Tik-Tok to assist small product and service-based businesses in establishing an online presence.
- Managed the online presence of 8 social media profiles, including my own, across various channels.
- Implemented new social media strategies to build brand awareness and market company portfolios, ultimately increasing the company’s revenue and customer return rates.
- Increased average daily impressions per profile (the number of times all of posts and stories were displayed to a user) by 11.6%.
- Maintained an average of 29.3% organic engagement (number of times users liked, commented, and saved posts, and replied to stories) rates over a 3-month span.
- Improved customer return rate by 71% over a 12-month span.
- Administrated the creation and publishing of relevant, original, high-quality content for social platforms.
- Improved page content, keyword relevancy, and branding to achieve search engine optimization goals.
Network Officer
U.S. Army Reserves
Augusta, GA
05.2017 - Current
- Planned and executed all aspects of communication on missions that are critical to the 359th Theater Tactical Signal Brigade (TTSB) success.
- Accounted for more than $20 million in deployable and installation equipment.
- Prepared weekly briefings and reports on current operations to key and senior leaders.
- Managed human resources, evaluations, disciplinary actions, and legal inquires for over 300 soldiers.
- Oversaw teams planning, implementing and realigning field and base operational strategies.
- Supervised manual and automated supply strategies, and connected with supply and data processing teams to facilitate communication and collaboration.
- Managed all aspects of administrative and personnel needs of ground supply operations.
Education
Bachelor of Arts - Broadcast Communications
South Carolina State University
Orangeburg, SC 08.2013 - 05.2017
Master of Arts - Digital Communications And Media
Southern New Hampshire University
Hooksett, NH 01.2020 - Current
Skills
Written Communication
MS Office
Detail-oriented
Organization and Time management
Search engine optimization expertise
Marketing analytics
Online presence monitoring
Customer service
Multitasking abilities
Timeline
Master of Arts - Digital Communications And Media
Southern New Hampshire University
01.2020 - Current
Messaging Expert
T-Mobile
11.2018 - Current
Owner
Trend Riley LLC.
01.2018 - Current
Network Officer
U.S. Army Reserves
05.2017 - Current
Bachelor of Arts - Broadcast Communications
South Carolina State University
08.2013 - 05.2017