Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rebecca R. Salley

Lakewood,CO

Summary

Dynamic and results-driven professional with a proven track record at TurboTax, enhancing customer satisfaction by 20% through tailored communication strategies. Skilled in UX research and empathetic problem-solving, I leverage data-driven insights to create engaging content and foster community growth, exemplified by a 35% increase in participation at EatSweetLogic.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Freelancer

Self Employed Writer
06.2018 - Current
  • Analyzed user feedback to gather input and identify areas required for improvement.
  • Developed user-centered content strategies, growing Facebook advocacy blog to over 5,600+ followers with empathy-driven content.
  • Utilized AI tools for optimizing research processes, significantly enhancing engagement across platforms.
  • Boosted personal brand recognition through regular blog posts or articles showcasing my expertise in the field.
  • Achieved significant growth in followers and engagement on social media platforms with targeted content strategies.

Customer Support Specialist

TurboTax
02.2023 - 05.2023
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers by reducing customer escalations by 30% through effective conflict resolution techniques.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Improved customer satisfaction scores by 20% by tailoring communication strategies to diverse audiences using user research principles.

Social Media Content Creator

EatSweetLogic
06.2022 - 12.2022
  • Leveraged industry trends and news to create relevant and timely posts that increased audience interest.
  • Collaborated with affiliates to create new content and recipes, expanding brand exposure and attracting new followers.
  • Boosted platform reach by 20% with data-driven content strategies, enhancing audience engagement.
  • Designed successful engagement campaigns, contests and live drawings increasing community participation by 35%.

Founder and Operator

Dazzling Cleans LLC
10.2016 - 09.2020
  • Oversaw branding initiatives, customer relationship management, scheduling, and daily service operations to ensure consistent quality and client satisfaction.
  • Retained 14 high-risk clients by implementing proactive communication strategies and delivering personalized service solutions.
  • Reduced operational costs by $100/month through implementation of sustainable, reusable supply systems (glass rags, mop heads, sponges), improving both profitability and environmental impact.

Education

Associate of Science - Digital Communications And Media

Southern New Hampshire University
Hooksett, NH
05-2028

Google Certificate of Technical Studies - User Experience Design

Merit America
Remote
03-2026

Associate of Arts - Visual And Performing Arts

Red Rocks Community College
Denver, CO
05-2012

Skills

  • Figma
  • Google Workspace (Docs, Slides, Sheets)
  • UX research (surveys, usability testing, interviews)
  • Empathy mapping User journey mapping
  • Ideation strategies (HMW and Crazy Eights)
  • Competitive and internal auditing

    • TOOLS:

  • User flows/ Persona building Storyboards Wireframing
  • Prototyping Visual design (typography, color, iconography, grids, hierarchy)
  • Gestalt principles Layouts Information architecture Design systems Presentation Accessibility best practices

    • STRENGTHS:

  • Research & Analytical Thinking
  • Organizational & Time Management
  • Problem-Solving & Adaptability
  • Communication Skills
  • Empathy & Customer Understanding

Certification

  • Certified Google UX Design Coursera - March 2026
  • Professional Learning in Graphic Design and Portfolio's, Adobe Certificate - January 2024

Timeline

Customer Support Specialist

TurboTax
02.2023 - 05.2023

Social Media Content Creator

EatSweetLogic
06.2022 - 12.2022

Freelancer

Self Employed Writer
06.2018 - Current

Founder and Operator

Dazzling Cleans LLC
10.2016 - 09.2020

Associate of Science - Digital Communications And Media

Southern New Hampshire University

Google Certificate of Technical Studies - User Experience Design

Merit America

Associate of Arts - Visual And Performing Arts

Red Rocks Community College

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