Michael Cordeiro
Watsonville,CA
Summary
Creative Social Media Coordinator with positive attitude and great background in cultivating positive online presences across multiple social platforms. Successful developing and managing ever-changing social media content calendars for multiple sites. Adept at coordinating efforts with graphics and marketing teams to effectively meet objectives and drive results.
Overview
23
23
years of professional experience
Work History
Social Media Coordinator
Orion Telescopes & Binoculars
01.2015 - Current
- Administered all social media accounts for the company including YouTube, X (Twitter, Instagram, Facebook, Reseller Ratings, BazaarVoice, Google Business Profile
- Developing and scheduling marketing posts in advance and posted to all platforms
- Created shareable content that resonated with followers, driving increased engagement rates and audience growth
- Strengthened brand identity with consistent messaging, tone, and visual elements across all posts
- Increased customer engagement through social media
- Collaborated closely with marketing teams to align social media initiatives with larger promotional goals
- Monitored comments sections across platforms to address negative feedback and maintain brand reputation
- Also assisting Customer Service and Marketing Departments with various tasks as needed
Customer Service Lead
Orion Telescopes & Binoculars
08.2008 - 01.2015
- Supervisory role in the contact center environment, supporting a team of 17-22 service agents with a goal of professional customer engagement, order taking and sales
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions
- Taking part in hiring process of new Customer Service agents
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise
- Advanced problem solving experience in a company that is well-known for top quality customer service in the optics industry
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty
- Experience with daily data-entry tasks, retrieving customer information, processing customer orders and maintaining productivity/attendance spreadsheets for team members.
Customer Service Rep II
Orion Telescopes
08.2007 - 08.2008
- Take on more advanced role in Customer Service such as handling elevated calls and working on more advanced projects with CS Management
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Identify and resolve any outstanding issues with customer orders and in the overall contact center environment
- Processed customer service orders promptly to increase customer satisfaction
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team
- Collaborate across departments to tackle larger projects.
Customer Service I
Orion Telescopes
10.2005 - 08.2007
- Became very familiar with Orion procedures, products and call center routine
- Helped take on standard customer service issues and moved toward quick and thoughtful resolutions.
Network Administration
Alamillo Tax Service
11.2001 - 01.2004
- Built and maintained a p2p computer network in a professional tax office environment
- Assisted with network administration tasks
Education
Studied Biological Sciences with focus on Radiological Technology -
Cabrillo College
Aptos, CA01.2012
High School graduate -
St. Martin's Secondary School
Mississauga, ONSkills
- Content Marketing
- Content Development
- Social Media Management
- Brand Promotion
- Brand Awareness
- Social content planning
- Cross-Platform Promotion
- Customer Engagement
Accomplishments
- Almost 10 years of experience managing various official social media accounts
- Over 7 years of experience in a supervisory role, leading a team of Customer Service Representatives
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction
References
References available upon request
Timeline
Social Media Coordinator
Orion Telescopes & Binoculars
01.2015 - Current
Customer Service Lead
Orion Telescopes & Binoculars
08.2008 - 01.2015
Customer Service Rep II
Orion Telescopes
08.2007 - 08.2008
Customer Service I
Orion Telescopes
10.2005 - 08.2007
Network Administration
Alamillo Tax Service
11.2001 - 01.2004
Studied Biological Sciences with focus on Radiological Technology -
Cabrillo College
High School graduate -
St. Martin's Secondary School