SAVANNAH LEWIS
East Haven,CT
Summary
Strategic communications professional with a Master's in Strategic Communication and a proven track record in training and content creation. Experienced in crafting impactful communication strategies and adept at utilizing virtual reality and AI-driven content for social media platforms. Demonstrated success in developing and delivering training programs. Seeking a dynamic role to leverage expertise in communications, training, and cutting-edge technologies.
Overview
8
8
years of professional experience
Work History
Contact Center Associate Business Line Trainer
M&T Bank
02.2023 - 01.2024
- Collaborated with team members to share best practices for reducing hold times and improving first-call resolution rates.
- Improved employee performance by designing and implementing effective training programs.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Stayed current on industry trends and advancements, incorporating new techniques into existing training programs as needed.
- Facilitated team-building exercises that fostered collaboration and communication among department members.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Promoted a culture of continuous learning within the organization by advocating for ongoing professional development opportunities.
Senior Call Center Representative
M&T BANK
06.2019 - 02.2023
- Analyzed and converted sales opportunities while answering prospecting customer inquiries and deepening existing customer relationships through cross-selling and generating sales daily
- Checking and modifying customer data and information daily
- Instructed customers on how to use online banking and ensuring that the customer understands all online aspects of mtb.com
- Reduced average call duration by implementing efficient problem-solving techniques and providing accurate information.
- Improved customer satisfaction by managing high-volume call center operations and addressing customer inquiries effectively.
Cashier
HOME DEPOT
09.2018 - 06.2019
- Communicated with customers and determined their specific needs
- Initiated returns and followed up with customers if they required assistance
- Streamlined sales of Home Depot credit card options daily
- Named 'Cashier of the Month' after demonstrating excellent customer service in two months.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
Secretary
RESIDENTAL HOUSING ASSOCIATION
10.2015 - 05.2018
- Planned, coordinated & disseminated advertisements on all upcoming events for over 3,000 college students
- Facilitated weekly meetings for 30 different residential students
- Collaborated with other organizations to create 20 various events for homecoming and spring fling weekends
- Researched upcoming topics regarding campus life and compiled data through surveys about residential life for current students.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
Call Center Representative
UNIVERSITY OF HARTFORD ALUMNI SERVICES
09.2016 - 01.2017
- Communicated with students, alumni, and parents about upcoming campus events and the latest campus updates
- Generated credit card donations ranging between $25 and $300 via telephone.
- Offered excellent customer service to donors and sponsors to enhance relationships and increase funding.
- Cultivated relationships with existing and potential donors to increase donations.
Usher & Box Office Clerk
UNIVERSITY OF HARTFORD LINCOLN THEATER 2
04.2016 - 07.2016
- Monitored, assisted, and directed patrons of Hartford Community Division about events, local restaurants, and nearby attractions
- Processed over 20 ticket purchases through cash/credit/debit, via in person and telephone.
- Assisted in event preparations, ensuring efficient operations during performances or special events.
- Managed crowd control effectively, ensuring timely seating and minimizing disruptions.
- Collaborated with other ushers to facilitate smooth transitions between performances and intermissions.
- Maintained a high level of professionalism while addressing customer concerns, resulting in positive feedback from patrons.
- Played a key role in maintaining positive relationships with venue partners, ensuring clear communication regarding event schedules and logistics.
Education
MASTER'S DEGREE - STRATEGIC COMMUNICATION AND PUBLIC RELATIONS
SACRED HEART UNIVERSITY
08.2022
BACHELOR'S DEGREE - MEDIA AND JOURNALISM
UNIVERSITY OF HARTFORD
05.2018
Skills
- Excellent verbal and written communication skills
- Website Management
- Paid Social Advertising
- Microsoft Office Experience
- Chabot Development
- Content Creation
- Adobe Creative Suite
- Goal-Oriented
- Podcast Production
- Facebook Ads
- Virtual Event Coordination
- WordPress Management
Timeline
Contact Center Associate Business Line Trainer
M&T Bank
02.2023 - 01.2024
Senior Call Center Representative
M&T BANK
06.2019 - 02.2023
Cashier
HOME DEPOT
09.2018 - 06.2019
Call Center Representative
UNIVERSITY OF HARTFORD ALUMNI SERVICES
09.2016 - 01.2017
Usher & Box Office Clerk
UNIVERSITY OF HARTFORD LINCOLN THEATER 2
04.2016 - 07.2016
Secretary
RESIDENTAL HOUSING ASSOCIATION
10.2015 - 05.2018
MASTER'S DEGREE - STRATEGIC COMMUNICATION AND PUBLIC RELATIONS
SACRED HEART UNIVERSITY
BACHELOR'S DEGREE - MEDIA AND JOURNALISM
UNIVERSITY OF HARTFORD
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