Manager Customer Service

*** ******** **, **, ***********, NM *****

Esther A. Lombardi 505-***-**** ********@*****.***

Google+ LinkedIN

Skills

Issue Tracking Desktop Skills Business Skills

Databases Business Analysis

Version Control System Internet/Intranet Communication

Subversion (SVN) Office Suites Customer Service

Presentations Management

Content Management Systems Spreadsheets Marketing

Plone Word Processing Project Management

Drupal Photography Team Building

Wordpress

Joomla a complete listing of software

skills - available upon request

Experience

Web Content Manager / Digital Marketing Manager - Bioneers (Collective Heritage Institute)

Santa Fe, NM (2008 - Present)

Create, develop and manage content for organization’s web presence (content management systems: Drupal, Plone, Joomla &

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Wordpress)

Coordinate web projects across departments

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Leverage social media to enhance campaign performance and nurture current prospects

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Provide design, support and technical advice on the purchase of digital media technology

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Convert wide variety of formatted materials into appropriate digital formats

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Track, analyze and report on digital outreach strategies

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Oversee, edit and adapt the content produced by contributors

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Website Editor / Content Manager (Guide) - About.com, Part of the New York Times Company

(1999 - present)

classiclit.about.com / facebook.com/abookgeek / twitter.com/bookgeek

Manage content for a highly trafficked, New York Times website

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Write and edit content, including more than 200 articles in 2011

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Oversee the production of articles and digital content by contributing writers

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Achieve a strong, visible presence and develop concepts with viral potential

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Develop, implement and assess social media and other marketing strategies to determine efficacy of campaigns

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Tap into new channels

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Publications Manager / Technical Writer - Ultramain

Albuquerque, NM (2006 - 2008)

Researched, wrote and revised software documentation

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Managed the workflow of four technical writers and a webmaster

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Upgraded/converted RoboHelp documentation

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Implemented single-sourcing and version-control procedures, utilizing proprietary and open-source software

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Interviewed Subject Matter Experts (trainers and software engineers)

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Optimized graphics for use in technical documentation

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Thompson & Associates

Albuquerque, NM (2003-2006)

Produced multimedia presentations for clients

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Researched, fact-checked and revised reports

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Communications Editor, K Dunn & Associates

Albuquerque, NM (2000 - 2003)

Developed and produced marketing campaigns and materials, including brochures, press releases, and presentations

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Designed and developed web content updates, HTML emails, and promotional mini-sites

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Produced training materials and online documentation

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Education

California State University Sacramento, CA

MA, English (1996-1998)

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Activities: Writing Center Staff Tutor, GRE Workshop Leader

BA, English (1994-1996)

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Activities: Writing Center Tutor, Reporter for State Hornet

College of the Siskiyous Weed, CA

AA, Journalism (1992-1994)

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Activities: Writing Center Staff Tutor, Graduate Records Exam Workshop Leader

BA, English (1994-1996)

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Activities: Co-Editor, Siskiyou Eagle Magazine; Assistant Editor and Reporter, Siskiyou Eagle Newspaper

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