Kelly Rodgers

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 at 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 brand values and marketing goals. Passionate about creating positive customer experiences, strengthening brand presence, and finding innovative ways to support forestry products.

Skills

Customer-centric communication
Social media management
Community engagement
Content strategy
Event networking
Relationship building
Brand promotion
Basic graphic design

Education

2024 | Coursera — Microsoft 365 Fundamentals Specialization

2023 | Coursera — Work Smarter with Microsoft Word

1995–1999 | Midland Secondary School

Achievements

Operated the HD36 sawmill for six months, gaining significant practical experience
Assembled various portable sawmills across brand lines
Customer Service Award (2021)
Winner of Norwood Photo Challenge (2018)
Walked 755 km across Spain (2016)

Experience

2022–Present | Norwood Industries

Customer Experience & Social Media Specialist

Oversee Norwood and Frontier social channels, engage communities, handle cases, and support team members. Collaborate with marketing to share content, promote products creatively, and ensure a positive customer experience across all interactions.

Played an instrumental role in growing the community and supporting Norwood & Frontier owners
Launched the EverTreen sustainability initiative in collaboration with Lisa (former employee)
Established and expanded the Brand Ambassador Program to represent and support the brands
Advocated for the development of brand merchandise for Norwood and Frontier
Initiated interviews with Norwood Photo Challenge winners to increase program visibility

2019–2022 | Norwood Industries

Customer Service Specialist

Consistently delivered excellent customer service, collaborated cross-functionally, and helped improve processes and insights across channels.

Maintained high CSAT by building rapport and delivering solutions, even in challenging cases
Identified recurring pain points and streamlined workflows to reduce resolution time
Fostered a positive team culture and supported colleagues in meeting service goals
Documented customer feedback and escalated insights that informed product/service enhancements
Supported customers via email, phone, and social media for seamless multi-channel experiences