Featured Member: Janell Westmoreland on HBCU CONNECT!

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Janell Westmoreland
Social Media Engagement Manager, Verizon
Location: Atlanta, GA United States
Joined: Aug 4th, 2024

About (request update)

Results-driven IT professional with a Master's degree in Information Technology and over five years of experience in project management, social media engagement, and technical support. Adept at leveraging technology to enhance customer satisfaction, operational efficiency, and business outcomes. Experienced in data analysis, IT systems management, and cross-functional collaboration. Seeking to transition into
IT Analyst, Program Analyst, Health Information Technology, or Product Management roles.

Education (request update)

- College Not Listed - class of 2014

Undergrad Major: Political Science

- College Not Listed - class of 2021

Grad Major: Information Technology

Experience

I currently work with Verizon as Social Media Engagement Manager
I have 6 years of experience working in the Information Technology industry.

Social Media Engagement Manager | Verizon
From June 2018 to Current • 8 year(s)
Spearheaded the use of data-driven approaches to optimize team performance, leading to a 25% increase in customer satisfaction and enhanced engagement on platforms like Facebook, Instagram, and Twitter. Collaborated with cross-functional teams to implement solutions for complex technical issues, improving operational efficiency and supporting internal social media teams on special projects. Provided comprehensive technical support for Verizon FiOS products, ensuring seamless customer experiences and supporting training initiatives for third-party vendor teams. Conducted strategic data analysis to identify trends and improve customer service metrics, directly contributing to business objectives and customer retention.

Customer Service Representative | AT&T
From November 2020 to March 2024 • 4 year(s)
Provided expert support for wireless services, resolving complex customer inquiries and enhancing satisfaction through tailored recommendations and troubleshooting. Managed customer data using AT&T’s CRM systems, ensuring accurate processing of transactions and maintaining detailed records for future reference. Implemented customer loyalty programs, leading to improved retention rates and increased customer engagement with AT&T products and services

Social Media Engagment Coordinator | Verizon
From November 2020 to March 2024 • 4 year(s)
Designed and executed social media strategies aligned with business goals, driving a 10% increase in revenue and improving KPI and SLA compliance. Led transformational projects utilizing agile methodologies, achieving a 100% completion rate and enhancing team capabilities through targeted training and development initiatives. Analyzed operational data to optimize social media engagement, using insights to inform strategic decision-making and improve overall team performance. Directed a team of over 40 social media specialists, ensuring high performance and quality support across all functions, contributing to the successful resolution of executive escalations.

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