Karen McCollum
Pittsubrgh,PA
Summary
Proficient Lead Customer Experience Specialist recognized for strong communication and problem-solving skills. Experience in administrative support, customer understanding and marketing. Committed to driving efficiency and service excellence.
Overview
32
32
years of professional experience
Work History
Lead Customer Experience Specialist
Pittsburgh Post-Gazette
10.2011 - Current
- Enhanced customer satisfaction by resolving inquiries and complaints efficiently.
- Collaborated with cross-functional teams to improve service delivery processes.
- Conducted regular quality assurance checks to maintain service standards and consistency.
- Utilized email platforms to deliver outstanding customer service.
- Empowered fellow team members through sharing knowledge and techniques that contributed towards improved service quality standards across the department.
- Maintained daily, weekly and monthly data bases to track incoming and outgoing calls, email efficiency and circulation data.
- Generated and uploaded calling files for outbound sales and retention.
Marketing Copywriter
Guardian Protection Services
02.2006 - 09.2011
- Developed compelling marketing copy for multi-channel campaigns, enhancing brand messaging and customer engagement.
- Collaborated with design teams to produce cohesive content for promotional materials, ensuring brand consistency across platforms.
- Produced original, creative content for promotional advertisements, marketing materials and corporate newsletters.
- Developed product descriptions that effectively showcased features and benefits, driving sales growth.
- Supported public relations efforts by writing press releases, media alerts, and pitch letters that garnered positive media coverage.
- Reviewed and edited final copy for accuracy and to correct grammar errors.
- Researched industry trends and customer preferences to inform copywriting efforts.
- Managed competing deadlines with efficiency.
Newspaper in Education Coordinator
Pittsburgh Post-Gazette
02.1994 - 10.2005
- Developed educational programs to enhance community engagement and literacy initiatives.
- Developed innovative, newspaper-based curriculum resources to support student engagement and literacy skills.
- Coordinated workshops and training sessions for educators.
- Worked closely with circulation personnel to resolve delivery issues and maintain uninterrupted service to schools.
Education
Bachelor of Arts - Journalism And Communications
Point Park University
Pittsburgh, PASkills
- Teamwork and collaboration
- Strong communication skills
- Effective writing and editing
- Understanding customer needs
- Billing adjustments and refunds
- Computer skills
- Problem resolution
- Administrative and office support
Timeline
Lead Customer Experience Specialist
Pittsburgh Post-Gazette
10.2011 - Current
Marketing Copywriter
Guardian Protection Services
02.2006 - 09.2011
Newspaper in Education Coordinator
Pittsburgh Post-Gazette
02.1994 - 10.2005
Bachelor of Arts - Journalism And Communications
Point Park University