Customer Service Manager

SKILLS

. Extensive experience as a reporter and editor in the U.S. and the United

Kingdom

. Marketing, public relations and project management expertise

. Excellent oral and written communication and organizational skills

. Strong background in web content management and social media strategy

. Good interpersonal skills

. Creative and innovative problem solver

. Proven ability to meet tight deadlines and multitask

. HTML, CSS, Photoshop, Microsoft Office, Adobe Creative Suite, Raiser's

Edge

. Well versed in AP style and Chicago Manual of Style

EMPLOYMENT HISTORY

California Professional Firefighters (http://www.cpf.org).

Sacramento, California. 2008-Present

Publications Editor

. Responsible for developing and executing communications programs for

California Professional Firefighters (CPF) and its affiliated

organizations, working in close coordination with key staff

. Chief editor of the California Professional Firefighter, CPF's quarterly

member newspaper. Responsible for overseeing production, including

reporting, writing and design, working in coordination with in-house

print shop

. Chief editor of www.cpf.org, www.cffjac.org and www.cafirefoundation.org,

managing content on websites for CPF, the California Fire Fighters Joint

Apprenticeship Committee (CFFJAC), the California Fire Foundation as well

as their social media sites including Facebook, Twitter and YouTube

. Prepares and delivers other principal communication products, including

internal member communications, electronic and printed, as well as annual

reports, brochures, and products supporting functions of CPF, CFFJAC,

California Fire Foundation and other affiliated organizations

. Promotes statewide public education campaigns about fire safety through

television, radio, print and web outreach

. Manager and producer of CPF Firevision, CPF's online video news channel,

working in coordination with in-house video production company

. Generates marketing and promotional ideas to continue to build the brands

of our organizations

. Manages publicity for events including the annual California Firefighters

Memorial, the Firefighter Career Expos and CPF's Legislative Conference

. Gathers and analyzes web traffic reports for CPF and all affiliated

organizations' websites

. Instituted Google Analytics and implemented Google AdWords for online

campaigns

. Created first style guidelines for CPF, CFFJAC and California Fire

Foundation to create integrated look and feel, increasing brand strength

The Sacramento Bee (http://www.sacbee.com).

Sacramento, California. 2006-2008

Web Producer

. Responsible for on-going content development and daily site management of

SacPaws.com and SacMomsClub.com

. Promoted site features including photo galleries, events and online

resources to the Sacramento pet lovers community and Sacramento moms

community, respectively

. Managed customer service and member communications including weekly e-

newsletters

. Cultivated sponsorships and formed relationships with Sacramento SPCA and

other area shelters, animal care providers, pet supply stores and pet-

friendly destinations

. Liased with web developers and online designers to implement new site

features

. Gathered web analytics reporting and analysis for these sites

Online Content Developer, September 2006-January 2008

. Responsible for on-going content development and daily site management of

SacTicket.com, Ticket Club, the SacBee.com travel section and the

SacBee.com Jackpot

. Managed customer service and member communications including weekly e-

newsletters

Lodi News-Sentinel (http://www.lodinews.com).

Lodi, California. 2002-2006

Lodi Living Editor/Writer

. Wrote feature stories, edited and coordinated content for the award-

winning weekend section, Lodi Living

. Assignments included restaurant profiles, arts and entertainment, wine,

travel, health and fitness stories

. Managed more than a dozen freelance feature writers and columnists

. Responsible for layout and page design

Gnash Communications.

London, England. 1999-2002

Online PR Manager and Webmaster

. Managed the agency's online communications division

. Developed word-of-mouth online marketing and seeding campaigns for

clients including the Financial Times, Virgin Mobile and Honda Accord

. Project managed the development of DeathByJargon.com (which can be still

viewed at www.newmediaworks.co.uk/hoovers.htm), a viral web game for

Hoover's Online, which increased web traffic to their website by 30% and

converted 10% of new visitors to subscribers within the two-month

campaign

. Directed and supervised staff of two to achieve all organizational tasks

and promotion

. Wrote and copyedited marketing communications materials, articles and

press releases

. Maintained, produced and edited content for the company website

The Scotsman (http://www.thescotsman.co.uk).

Edinburgh, Scotland. 1998-1999

Feature Writer

. Writing assignments included lifestyle and entertainment stories,

profiles and a regular column for the national daily newspaper

EDUCATION

. Masters of Arts in Journalism

Northeastern University, Boston, Mass. 1997-1998

. Bachelor of Arts in Psychology

University of California, Santa Cruz, 1993-1997

. The UC Education Abroad Program

University of Stirling, Stirling, Scotland, 1995-1996

AWARDS

. First place for Best Affiliate Publication for the California

Professional Firefighter Newspaper, International Association of Fire

Fighters Media Awards, 2010

. First place for Best Affiliate PR Campaign for Disaster Planning for the

Elderly, International Association of Fire Fighters Media Awards, 2010

. Second place for Best Affiliate Website for CPF.org, International

Association of Fire Fighters Media Awards, 2010

. First place for Best Affiliate PR Campaign for Escape Planning Campaign,

International Association of Fire Fighters Media Awards, 2009

. The Bee's Kudos Award, April, 2008

. Second place in the California Newspaper Publishers Association's Better

Newspapers Contest for Best Lifestyle Coverage, 2005

. Finalist in the California Newspaper Publishers Association's Better

Newspapers Contest for Best Feature Story, 2005

. Finalist in the California Newspaper Publishers Association's Better

Newspapers Contest for Best Lifestyle Coverage, 2004

REFERENCES AND WRITING SAMPLES AVAILABLE UPON REQUEST

Contact this candidate