SARAH-JAYNE GALLAGHER
Foxford
Summary
Dedicated Social Media Specialist with a background of over two years at AncestryDNA, with an added over 10 years of Customer Service and 9 years Social Media experience. Excelling in customer service, brand engagement, and public image enhancement. Skilled in responding to inquiries efficiently and engaging with members. Demonstrated ability to protect brand image and build positive relationships, resulting in increased brand exposure, while simultaneously educating members. Seeking a Social Media Specialist position at a company where superb customer service and engagement skills can contribute to enhancing brand visibility and building customer loyalty.
Overview
14
14
years of professional experience
Work History
Social Media Specialist
AncestryDNA
Remote
05.2023 - Current
- Responded to comments, messages and feedback to build brand activity profiles
- Boosted public image for target audiences using multiple engagement platforms
- Responded to as members as possible so that needs were met and queries answered
- Went above and beyond my target per hour every time, ensuring more members were responded too and wait times reduced
- Protected brand image, moderating conversations, questions and comments to prevent undesirable content
- Built positive, productive relationships with media outlets to maximise brand exposure.
Customer Solutions Associate
AncestryDNA
Remote
04.2022 - 05.2023
- Carried out day-to-day duties accurately and efficiently
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity
- Successfully delivered on tasks within tight deadlines
- Demonstrated respect, friendliness and willingness to help wherever needed
- Built positive customer rapport through friendly, professional communication
- Used outstanding problem-solving and communication skills to appease dissatisfied customers
- Maintained accurate knowledge of current services to provide informative customer advice
- Correctly identified client needs, providing tailored, personalised guidance to ensure outstanding customer experiences.
Customer Service Agent
Imagine Broadband
Remote
10.2021 - 04.2022
- Acted as first point of contact for customer issues and queries, resolving effectively and efficiently
- Delivered consistently excellent customer service to guarantee positive company experiences
- Collaborated well with other customer agents to deliver consistent service across various platforms
- Logged customer information and data in secure systems, maintaining GDPR compliance
- Took payments over the phone for customers, explained upcoming bills and invoices, applied credit where it was due
- Worked alongside the Retention Department in assisting in saving customers from leaving the company
- Operated the Live Chat and Helpdesk while taking phonecalls.
Customer Service Agent
Concentrix
Remote
01.2021 - 09.2021
- Delivered consistently excellent customer service to guarantee a positive first response on eBay and BT services
- Acted as the first point of contact for customer issues and queries, resolving effectively and efficiently via phone support
- Performed in-depth research to answer more complex questions
- Translated technical jargon to customers, actively listening to identify gaps in customer knowledge in order to promote understanding of eBay and BT services
- Guaranteed positive customer experiences and resolved all customer complaints
- Answered 40+ inbound calls per day to address customer inquiries, resolve issues, and provide information on new products and services and directed inbound calls to designated individuals or departments
- Informed customers on billing procedures, processed payments and provided assistance to set up payment options
- Sought opportunities to up-sell and add-on additional merchandise.
Beauty Advisor
Molloys Pharmacy
Ballina
08.2019 - 01.2021
- Specialised in Makeup and Skincare knowledge, performing with consistent accuracy and high quality standards
- Provided a professional, friendly welcome to clients, putting them at ease ahead of makeup appointments
- High focus on customer service in store and over the phone daily
- Ensuring each customer left feeling satisfied about their experience
- Assisted customers by answering questions and solving problems
- Answered customer telephone calls promptly to improve on-hold wait times
- Communicated with vendors regarding back order availability, future inventory and special orders
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
Lead Colleague
Homestore and More
Location
10.2017 - 07.2019
- Acted in a leadership role to promote outstanding service and ensure smooth daily operations
- Responsible for driving sales by assisting store managers in executing daily priorities, including customer service, merchandising, product knowledge training & development of store colleagues, all to the Company Standards and in maintaining specific areas or departments within the store, while performing and promoting the in-store customer-care culture
- Trained and managed colleagues to deliver high performance outputs making the most efficient use of resources while also helping to deliver outstanding customer service; leading by example as a vital aspect to increasing repeat business
- Responsible for merchandising & physical maintenance of department
- Performed & promoted all safety and loss prevention measures in line with company guidelines, handling damages, engaging customers and delegating responsibilities
- Given responsibility for the supervision of colleagues across the entire store during end-of-day shutdown including the counting and lodging of tills and cash lifts, dealing with any cash discrepancies accounted for, and lodging reports for head office
- Ensured merchandising standards were maintained, store was neat, clean and organised, and any potential health and safety issues were flagged and reported
- Assigned and monitored priorities and work load
- Handled cash transactions, scanned goods, issued refunds, retrieved change for tills throughout the working day, as well as resolved customer complaints by guiding them and providing relevant information to diffuse hostile situations in a calm and diligent manner
- Demonstrated ability to multi-task, be attentive to customers and remain flexible to the needs of the business.
Title
Costa Coffee
Cork and Mayo
07.2017 - 01.2018
- Fully trained barista, responsible for making coffee and hot food for customers, clearing tables, restocking drinks and food products, all in keeping with the company's standard of cleanliness, customer service and a positive attitude.
Product Specialist
Inglot Makeup Artist
Location
01.2015 - 01.2016
- Responsible for training team members on new and existing products, stock control and management, key-holder, teaching in store makeup courses and organising national store Theme Days as well as customer service and care
- Duties included multi-tasking while carrying out makeovers, i.e., dealing with browsing customers and handling enquiries in a courteous and friendly manner, while ensuring client's makeover is finished within the agreed time.
Makeup Artist and Lash Extension Technician
Ruby Brown's Beauty Rooms
Location
01.2014 - 05.2015
- Responsible for taking appointments for treatments, checking in clients
- Applying make-overs for clients
- Attending events such as weddings and special occasions
- Maintaining hygienic and tidy work space.
Makeup Artist
Company Name
Location
01.2014 - 01.2014
Receptionist
Footworks
Location
01.2010 - 01.2010
Education
Leaving Certificate -
St. Joseph's Secondary School
06.2014
Skills
- Customer Loyalty Building
- Adaptive Team Player
- Social Media Posting
- Social Media Monitoring
- Blogging
- Outstanding Customer Service
- Problem Solver
- Content Development
- Relationship Builder
- Customer Onboarding
- IT Illiterate
- 90 WPM Typing skills
Personal Information
Title: Social Media Specialist
Accomplishments
- Promoted to Social Media Specialist after a year of hardwork as a CSA at AncestryDNA.
Timeline
Social Media Specialist
AncestryDNA
05.2023 - Current
Customer Solutions Associate
AncestryDNA
04.2022 - 05.2023
Customer Service Agent
Imagine Broadband
10.2021 - 04.2022
Customer Service Agent
Concentrix
01.2021 - 09.2021
Beauty Advisor
Molloys Pharmacy
08.2019 - 01.2021
Lead Colleague
Homestore and More
10.2017 - 07.2019
Title
Costa Coffee
07.2017 - 01.2018
Product Specialist
Inglot Makeup Artist
01.2015 - 01.2016
Makeup Artist and Lash Extension Technician
Ruby Brown's Beauty Rooms
01.2014 - 05.2015
Makeup Artist
Company Name
01.2014 - 01.2014
Receptionist
Footworks
01.2010 - 01.2010
Leaving Certificate -
St. Joseph's Secondary School
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