Lorena Davis
Rootstown,OH
Summary
Experienced professional in customer support, content creation, and digital marketing. Utilizing exceptional organizational and writing skills to enhance the customer experience. Passionate about delivering exceptional service and excelling in a collaborative team environment. Seeking a role to showcase dedication and a customer-focused mindset.
Overview
13
13
years of professional experience
Work History
Co-founder/Secretary/Treasurer/Marketing Manager
Rural Relief Mobile Food Pantry
04.2020 - Current
- Provided customer support via email, phone and social media messaging platforms addressing inquiries in a conversational and helpful tone.
- Managed digital content, including website updates, social media posts, and email campaigns, aligning with SEO best practices.
- Carried out edits and additions to FAQs and internal knowledge bases to enhance customer service.
- Implementation opportunities for program improvements based on customer feedback.
- Coordinated weekly distribution of goods, utilizing advanced organizational skills.
Advancement Events Coordinator – Institutional Advancement
Kent State University
06.2019 - 03.2020
- Assisted in organizing and promoting university advancement events, ensuring content accuracy and alignment with university goals.
- Created registration pages, assisted in design of printed invitations, crafted and delivered reminder emails, ensuring clarity and engagement.
- Managed large-scale mailings and email invitations, demonstrating strong organizational abilities.
- Conducted post-event surveys to gather feedback and improve future events.
Senior Secretary - Alumni Relations
Kent State University
06.2016 - 06.2019
- Identified and executed recognition opportunities for alumni, creating engaging content for the university's website and newsletters.
- Managed administrative duties, including event registration and organization.
- Conducted post-event surveys to gather feedback and improve future events.
- Supported office awards and student grant programs.
Child Support Specialist - Summit County Child Support
Summit County Prosecutor’s Office
03.2016 - 06.2016
- Communicated complex legal processes to clients clearly and effectively, creating informative content for the office's website.
- Completed and calculated repayment agreements.
- Resolved issues through in-person, phone, and electronic communication.
- Utilized research skills to verify delinquencies and appropriate enforcement actions.
Secretary - College of Applied Engineering, Sustainability, and Technology
Kent State University
10.2015 - 03.2016
- Managed scheduling for the Flight Technology program.
- Created and maintained schedules for 21 flight instructors.
- Conducted administrative support for academic advisors.
- Supported graduation clearing and maintained visitor flow to the advising office.
Secretary - Bursar’s Office
Kent State University
04.2012 - 10.2015
- Processed student accounts through data entry and word processing.
- Conducted mass email communications and managed the department website.
- Was the first point of contact for office phone and email inquiries. Answered questions and elevated specialized calls and correspondence to the appropriate employee.
- Demonstrated organization by reconciling student accounts and processing refunds.
Education
Bachelor of Arts - Art History
Kent State University
Kent, OHSkills
- Strong research and writing skills developed through a Bachelor of Arts in Art History
- Proficient in various computer programs, including Microsoft Excel, Google Sheets, CRM Databases and accounting software
- Typing speed of 50-60 WPM and 10 Key 9000 KPH utilized in all positions
- Knowledge of web design principles
COMPETENCIES
- Over 15 years of experience in a Customer Support roles, providing extraordinary service via phone, email and social media.
- Exceptional writing skills with the ability to communicate in a clear, concise, and comprehensive manner.
- Proven experience working on multi-departmental teams to serve customers with high level relationship development while meeting their support needs.
- Strong understanding of complex customer situations and best practices.
- Proficiency in content management systems (CMS), Microsoft Office Suite, Graphic Design and Website Management programs.
- Ability to work remotely, manage multiple projects, and collaborate with cross-functional teams.
- Advanced organizational skills and a keen eye for detail.
Timeline
Co-founder/Secretary/Treasurer/Marketing Manager
Rural Relief Mobile Food Pantry
04.2020 - Current
Advancement Events Coordinator – Institutional Advancement
Kent State University
06.2019 - 03.2020
Senior Secretary - Alumni Relations
Kent State University
06.2016 - 06.2019
Child Support Specialist - Summit County Child Support
Summit County Prosecutor’s Office
03.2016 - 06.2016
Secretary - College of Applied Engineering, Sustainability, and Technology
Kent State University
10.2015 - 03.2016
Secretary - Bursar’s Office
Kent State University
04.2012 - 10.2015
Bachelor of Arts - Art History
Kent State University