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J.S. (Oakton, VA)

  • Dedicated and skilled writer, editor, and communications professional¬†with a strong customer service background.

  • Most recently served as Senior Social Media Response Representative at a national tech start-up.¬† Assisted customers via social media (mostly Facebook and twitter), updated playbooks, maintained social media community standards, and documented team processes.

  • 9 years of communications experience at a federal credit union, serving as an editor and in a customer service role. Fielded mortgage-related questions from credit union members via mail and online messaging. Created and updated internal policies, procedures, and best practices. Oversaw processing of letters for the Better Business Bureau and Consumer Financial Protection Bureau (CFPB) and ensured deadlines were met. Supported team during a division audit.

  • Answered general account questions from credit union members. Wrote and edited research-intensive decedent account letters requiring interdepartmental collaboration. Helped create and maintain style guide for external communications.

  • Proficient in Google Suite, MS Office Suite, Mac and Windows operating systems, Jira, Confluence, Slack, Zoom, Sprinklr, and Sprout Social.

  • B.A. in English from Randolph-Macon College.

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