Jessalyne Madden
Edgewood,KY
Summary
Versatile content writer proficient in researching, writing and editing diverse content. Works with minimal input to produce engaging, authoritative and error-free work. Autonomous yet communicative with 12-year history of superior performance in remote environments.
Knowledgeable and dedicated customer service professional with extensive experience the in the nonprofit industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Experienced Concert Logistics Assistant with expertise in event planning and management, as well as public relations.
Overview
14
14
years of professional experience
Work History
Freelance Content Writer
Self-Employed Writer
06.2011 - Current
- Used Microsoft Word, Google Docs and SharePoint to store and share created documents.
- Proofread and edited articles and blog posts for a major IT training company to prepare for publication.
- Ghostwrote articles for different clients and agencies in the tech industry, incorporating relevant SEO terms and interlinking.
- Researched industry-related topics by performing interviews and combing online sources.
- Conducted extensive internet research to provide facts and statistics for articles and blogs.
- Added keywords, meta descriptions and alt image tags to increase SEO presence.
- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
- Formatted content to adhere to industry-specific style guides.
- Edited and proofread content to confirm proper grammar, quality and consistency with AP style.
- Completed thorough research into assigned topics.
- Crafted SEO-friendly content for websites and blog posts to increase organic traffic.
- Performed keyword research to optimize content for SEO.
- Repurposed and optimized existing content for use in different mediums.
- Utilized feedback from clients and colleagues to improve content quality.
- Worked with teams of designers, editors and marketers to create content for client campaigns.
- Edited and proofread drafts of articles and other documents.
- Composed original written material for various types of publications and submitted for approval by supervisor, editor or publisher.
- Developed and pitched story ideas to editors.
- Built, established and maintained relationships with sources.
- Consulted with editors to shape story and eliminate any errors.
Member Services Specialist
YMCA Of Central Kentucky
01.2012 - 06.2014
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Library Supervisor (Evening/Weekend)
Palm Beach Atlantic University Warren Library
08.2009 - 12.2010
- Organized library catalog, supplies, equipment and records.
- Greeted patrons warmly and offered to assist with issues or needs.
- Kept up-to-date records of materials, maintained inventory and corrected cataloging errors.
- Responded to numerous reference calls daily, helping patrons with specific information needs.
- Educated library patrons about policies for checking out materials and using resources.
- Resolved patrons' complaints tactfully and professionally.
- Maintained equipment in good working order for school-wide use.
- Tracked loans of media equipment and materials.
- Notified supervisors when major equipment repairs were needed.
- Restored order in face of conflicts between patrons and staff regarding policies, services and resource use.
Concert Logistics Assistant
Palm Beach Atlantic University School Of Music
08.2009 - 12.2010
- Coordinated schedules and timelines for events.
- Brainstormed and implemented creative event concepts and themes.
- Managed event logistics and operations.
- Performed event coordination for larger parties and gatherings.
- Managed administrative logistics of events planning, event booking, and event promotions.
- Developed creative themes for events and created related activities to engage attendees.
- Assisted in all aspects of performances including ticketing, lighting, scheduling, artist care, stage management, and event management
- Anticipated potential issues to resolve to ensure successful performances
- Enforced schedule on school audition days and assisted potential students in any way necessary
- Maintained positive relations between the School of Music and Fine Arts and the community of West Palm Beach
Education
Bachelor of Arts - Music
Palm Beach Atlantic University - West Palm Beach
West Palm Beach, FL12.2010
Skills
- Social Media Platforms
- Project Coordination
- Concept Development
- Google Docs
- Active Listening
- Quality Deliverables
- Digital Content Development
- Project Management
- Project Proposals
- Content Curation
- Reading Comprehension
- Customer Satisfaction
- Microsoft Office
- Proofreading Skills
- Technical Writing
- Brand Consistency
- Research Assignments
- Email Communication
- Work Copywriting
- Dependability and Cooperation
- Adaptability and Flexibility
- Consult with Clients
- Project Collaboration
- Copywriting, Editing and Review
- Editing
- Team-building
- Attention to Detail
- Analytical and Critical Thinking
- Decision-Making
- Good Telephone Etiquette
- Clerical Support
- Organization and Time Management
- Excellent Communication
- Self-Motivated
- Customer Service Standards
- Group Instruction
- Train Employees
- Workflow Schedules
- Public Relations
- Library Resources
- Digital Literacy
- Library Organization
- Employee Performance
Timeline
Member Services Specialist
YMCA Of Central Kentucky
01.2012 - 06.2014
Freelance Content Writer
Self-Employed Writer
06.2011 - Current
Library Supervisor (Evening/Weekend)
Palm Beach Atlantic University Warren Library
08.2009 - 12.2010
Concert Logistics Assistant
Palm Beach Atlantic University School Of Music
08.2009 - 12.2010
Bachelor of Arts - Music
Palm Beach Atlantic University - West Palm Beach
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