Kelly Rodgers
Customer Experience Social Media Specialist
Profile
Dynamic and community-focused social media professional with a proven track record in managing and growing online communities. Adept at fostering customer connections, and supporting brand loyalty through strategic social media management. Skilled in leveraging social platforms to drive engagement and amplify brand voice while providing top-tier customer service. Known for a collaborative approach, inspiring team members, and consistently aligning social media activities with Norwood’s brand values and marketing goals.
Passionate about creating positive customer experiences, strengthening brand presence, and finding innovative ways to support our forestry products.
Skills
- Customer-Centric Communication
- Social Media Management
- Community Engagement
- Content Strategy
- Event Networking
- Relationship Building
- Brand Promotion
- Basic Graphic Design
Achievements
- Operated the HD36 sawmill for six months, gaining significant practical experience
- Assembled various portable sawmills in our brands
- Customer Service Award 2021
- Winner of Norwood Photo Challenge 2018
- Walked 755km accross Spain 2016
Education
2023 | Coursera -Work Smarter with Microsoft Word
2024 | Coursera - Microsoft 365 Fundamentals Specialization
1995 - 1999 | Midland Secondary School
Experience
2022-Present | Norwood Industries
Customer Experience Social Media Specialist
Oversee Norwood and Frontier's social media, engaging with communities, handling cases, and supporting team members. Share content for marketing, promote products creatively, and ensure a positive experience across all interactions.
- Played an instrumental role in growing the community and supporting Norwood and Frontier owners.
- Launched the EverTreen program in collaboration with Lisa (former employee), a sustainability initiative focused on environmental contributions.
- Established and expanded the Brand Ambassador Program, bringing a vast list of ambassadors to represent and support the brands.
- Continuously advocated for the development of brand merchandise for both Norwood and Frontier, working to make it a reality.
- Initiated interviews with Norwood Photo Challenge winners to draw more attention to the program, enhancing community engagement and recognition
2019-2022 | Norwood Industries
Customer Service Specialist
During my time as a Customer Service Representative, I brought a strong commitment to excellence, collaboration, and customer satisfaction. My contributions include:
- Delivering Exceptional Service: Maintained high customer satisfaction scores by building rapport and delivering effective solutions, even in challenging situations.
- Process Improvement: Identified recurring customer pain points and collaborated with the team to streamline workflows, resulting in faster resolution times.
- Team Collaboration and Mentorship: Fostered a positive team culture by encouraging open communication and supporting colleagues in meeting service goals.
- Customer Insights and Feedback: Regularly documented customer feedback and escalated valuable insights to management, contributing to product and service enhancements.
- Digital and Community Engagement: Supported customers across various platforms, including email, phone, and social media, ensuring seamless experiences across all channels.
2018-2019 | Owners Choice Property
General Labour
1999-2019 | Landings of Willow Creek
Turf Manager / Grounds Keeper
References
