Becka Gillenwater

Developed and curated engaging social media content for diverse small business clients across multiple platforms, enhancing brand visibility and digital communication strategies. Leveraged advanced AI content generation tools, meticulously editing and refining AI-produced content to ensure grammatical accuracy, brand consistency, and adherence to company communication standards.

Managed complex customer escalations across multiple channels, including Better Business Bureau, social media platforms, online reviews, customer service email, and hotline, consistently addressing high-stakes customer concerns with precision and professionalism. Played a key leadership role in team development by providing targeted training to Client Care Advocates, and creating instructional job

Effectively resolved complex customer complaints regarding advertising services, employing strategic negotiation skills to determine appropriate financial compensation and maintain positive client relationships. Conducted comprehensive multi-channel customer service operations via phone and email, ensuring consistent professional communication and timely resolution of client concerns.

Investigated and resolved complex package loss claims, conducting thorough research to accurately determine claim validity and appropriate compensation for customers. Coordinated directly with management across multiple FedEx facilities to effectively track, investigate, and resolve package loss incidents, ensuring optimal customer satisfaction and operational efficiency.

Versatile communication professional with a Bachelor's degree in English and extensive experience in content creation, editing, and client-focused roles. Expertise spans digital content development, social media management, and comprehensive communication strategies across tech and service industries.