LOUISE WHEELER

443-484-5481
LWHEELER1029@GMAIL.COM · Louise Wheeler | LinkedIn

Highly adaptable communicator, problem-solver, and cross-functional/organizational leader who would

like to pivot into the field of communications and tech by working for a company that encourages people
with transferable skills. Leveraging experience in social media strategizing, communications, management,
retail, and customer resolutions with over 8 years of experience in these areas.

EXPERIENCE
JUNE 2022-PRESENT
SOCIAL MEDIA AND PUBLIC RELATIONS SPECIALIST
 Assist with the implementation of the marketing and communications strategy to
raise the national profile of C.A.S.E., support fundraising efforts, business
development/new client recruitment, and marketing deliverables.
 Assist in the development, distribution, and maintenance of all print and electronic
collateral materials including, but not limited to, annual reports, newsletters, e-mail
blasts, brochures, one sheet, flyers, sell sheets, PowerPoint presentations, etc.
 Actively markets all C.A.S.E. programs and publications, meeting/exceeding
publication sales goals.
 Support the design and launch of email marketing campaigns, monthly newsletters,
and other e-blasts as needed.
 Coordinate and manage conferences and trade show appearances, including all
marketing materials.
 Create and maintain internal and external communications.
 Manage freelance designers, third-party vendors, and other partner relationships as
needed.
 Act as C.A.S.E. brand steward, upholding brand and trademark standards and
consistency in all projects and internal/external communications.
 Increase operational efficiency and help set up and improve workflow processes when
and where needed.
Public Relations & social media
 Promote C.A.S.E. through local and national public relations initiatives.
 Assist with the creation and distribution of press releases, media content, and press
kits.
 Maintain press and media journalist/contacts list.
 Assist in managing and creating C.A.S.E.’s social media assets, including campaign
ideation and execution.

DECEMBER 2020 – JUNE 2022

SOCIAL MEDIA SPECIALIST, IKEA USA
  Define, plan, create/execute and follow up on effective and strategic digital
communications
 Analyze complex business opportunities, challenges, and scenarios; formulate
communication strategies, plans, and activities to meet business and receiver needs
 Support analytics and reporting for traditional and digital efforts including SEO, social
media, programmatic display, e-mail marketing, user experience, survey and feedback
tools, our CRM/PRM/Claims database, and web/customer experience
 Collaborate with the marketing team to develop paid advertising campaigns for
events and high-priority editorial products
 Manage and respond to inquiries via Twitter, YouTube, Instagram, and Facebook

FEBRUARY 2018 – DECEMBER 2020

CUSTOMER RESOLUTION SPECIALIST, IKEA USA
 Processed 10-15 daily working reports through Microsoft Excel
 Handled transportation escalations with our third-party delivery teams to ensure
customers received their goods and services
 Assisted in reconciling 300+ orders and trailers to achieve a successful delivery for our
customers
 Coordinated meetings, training, and new processes to enhance the customer
experience based directly within several departments in the Customer Support Center
 Conduct training with groups of 10 or more within the area of expertise for Customer
Support Center co-workers related to customer resolution/escalations

MARCH 2014 – FEBRUARY 2018

CUSTOMER CARE ESCALATIONS ADVISOR, IKEA USA
 Effectively communicate with customers to resolve issues and negotiate credits,
discounts, and accommodations while balancing business and customers’ needs
 Handled social media escalations, corporate escalated customers who contacted the
Better Business Bureau, Attorney General, corporate emails, and letters to the CEO of
the company
 Prioritize and follow up on urgent customer cases and expedite processing to ensure
customer satisfaction
 Assist new team associates in understanding operational practices

EDUCATION
JANUARY 2020-PRESENT
MORGAN STATE
3.7 GPA, Listed on the Dean’s List 2021
Pursuing a Bachelor of Science in Multiplatform Production
-extensive courses in digital media, communications, marketing, and editing

JUNE 2020
ASSOCIATE ARTS, HOWARD COMMUNITY COLLEGE
Associate of Arts Degree in Communication and Media Studies
2
SKILLS
 Retail Management  Customer service
 Microsoft Office  Salesforce
 Google Workspace  Effective Communication
 Keynote  Detail-oriented
 Editing  Brand ambassador
 B2B Marketing  Marketing
 Public Relations  Content creation
 Skilled in Canva  Management of social listening platforms
(Meltwater, Clarabridge engage, Hootsuite,
etc.)