Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Lisa Dorrance

Hazel Park,MI

Summary

Experienced Customer Service Supervisor skilled in managing teams, resolving technical issues, and improving customer satisfaction. Known for being self-reliant and assertive, ensuring efficient operations and clear communication. Adept at leading meetings to drive continuous improvement and manage escalations effectively.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor

Unagi Scooters
Oakland, CA
08.2021 - Current
  • Resolved a wide range of customer inquiries, including technical and billing issues, through phone, email, and chat communication channels.
  • Facilitated personnel training and contributed to the development of work instructions aligned with departmental policies and procedures.
  • Collaborated with leadership in weekly meetings to identify and implement strategies for customer service enhancement.
  • Updated and maintained the website's FAQ section, improving information accessibility and customer experience.

Art Director

Cheboygan Area Arts Council
Cheboygan, MI
02.2019 - 07.2021
  • Developed a suite of marketing materials, including posters and print ads, and crafted compelling content for grants, press releases, and digital communications.
  • Oversaw social media strategy and content creation across multiple platforms, enhancing the organization's online presence and engagement.
  • Coordinated Youth Arts Council operations and contributed to fundraising initiatives, while fostering and managing relationships with donors.

Marketing Manager

Workbox Staffing
Grand Rapids, MI
03.2017 - 12.2017
  • Managed cross-regional collaboration for SEO, brand management, and digital advertising initiatives, resulting in heightened brand consistency and market presence.
  • Developed and maintained corporate blog and website content, ensuring current and engaging material aligned with branding strategies.
  • Created a suite of marketing materials spanning from print to digital media, while fostering internal staff engagement and education on marketing best practices.

Publishing Manager

Charity USA
Allendale, MI
05.2016 - 03.2017
  • Led a team of publishing coordinators, enhancing their competencies in data analysis, content creation, and social media engagement.
  • Collaborated with managerial teams to enhance interdepartmental communication and improve overall staff morale.
  • Formulated and implemented social media strategies for key initiatives, resulting in optimized content performance through meticulous testing of headlines, imagery, and excerpts.

Social Media Coordinator

Charity USA
Allendale, MI
03.2013 - 05.2016
  • Developed and prioritized engaging blog content by analyzing performance metrics to identify and capitalize on key trends.
  • Enhanced user engagement through strategic content creation based on analytical insights.
  • Oversaw the management of high-profile social media accounts, ensuring consistent brand messaging and audience growth.

Education

Bachelor of Arts - Professional Writing

Grand Valley State University
Allendale, MI
12.2013

Skills

  • Customer Service
  • Content Writing
  • Marketing Collateral Design
  • Team Management
  • Technical Issue Resolution
  • Project Management
  • Social Media Management
  • Marketing Communications

Certification

  • Foundations of Project Management - Google

References

Kyra Miller - Director of Customer Service - Unagi Scooters

kyramillar@yahoo.com | (310) 279-6386

Sarah Lee - Customer Service & All-Access Manager - Unagi Scooters

shakeedahlee98@hotmail.com | (508) 297-7599

Kathy Johnson - Former Executive Director - Cheboygan Area Arts Council

kathykjohnson303@gmail.com | (720) 532-7160

Owen Goslin - Current Executive Director - Cheboygan Area Arts Council

oegoslin@gmail.com | (231) 268-0763

Timeline

Customer Service Supervisor

Unagi Scooters
08.2021 - Current

Art Director

Cheboygan Area Arts Council
02.2019 - 07.2021

Marketing Manager

Workbox Staffing
03.2017 - 12.2017

Publishing Manager

Charity USA
05.2016 - 03.2017

Social Media Coordinator

Charity USA
03.2013 - 05.2016

Bachelor of Arts - Professional Writing

Grand Valley State University

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Lisa Dorrance