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Q&A With Janell Westmoreland

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Janell Westmoreland
Social Media Engagement Manager, Verizon
Location: Atlanta, GA United States
Joined: Feb 4th, 2022
About   (request update)
Seasoned and skilled client service professional with 10+ years with experience in coordinating, planning, and supporting daily operational and administrative functions. Specialities include: project leadership, problem solving, issue resolution, agile methodologies, customer needs resolution.
Website:
http://Linkedin.com/in/janellwestmoreland
Education   (request update)
- College Not Listed - class of 2014
Undergrad Major: Political Science
Claim To Fame:
Overachiever
- College Not Listed - class of 2021
Grad Major: Information Technology
Experience
I currently work with Verizon as Social Media Engagement Manager
I have 10 years of experience working in the Information Technology industry.
Social Media Engagement Manager | Verizon
From June 2018 to Current • 8 year(s)
 Provide technical/sales support through active engagement on social media platforms. Led resolution of 1000+ complex technical issues across social media platforms; resulting in 25% increase in customer satisfaction. Manage documentation portal for customer updates optimizing volume, knowledge management and reporting efficiency. Manage influencer levels for appropriate social media escalations.
Social Media Engagement Coordinator | Verizon
From November 2020 to March 2024 • 4 year(s)
 Specializing in resolving executive escalations and providing seamless solutions to complex issues while curating a white-glove experience for online influencers. Facilitated weekly leadership operational meetings; driving goals to increase social media revenue by more than 10% to align with departmental goals. Managed internal employee training and developed technical/sales training refreshers. Developed and delivered weekly management presentations for OPS Leadership via Google Slides. Conducted thorough Root Cause Analysis for escalated issues, extracting valuable insights and lessons learned. Provided 2nd Level floor support for high preforming team of 40+ social media specialists, ensuring seamless operations and optimal performance across all functions.
Customer Service Representative | AT&T
From October 2014 to June 2018 • 4 year(s)
 Engaged with customer via phone to address a wide array of inquiries regarding wireless services, products, billing, equipment, claims and troubleshooting across diverse problem areas. Assessed customers’ wireless requirements and preferences, offering tailored recommendations on features, accessories, upgrades and rate plans as trusted escalation advisor. Enhanced customer retention via implementing and managing loyalty programs.
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Guestbook Comments
A very warm welcome to you. It is lovely to have you among us. May you have a blessed, constructive and prosperous day. Stay strong.
Tagged by Ralph White on 04/07/2022  
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