Project Manager Customer Service

Professional Experience

Matchmaker Media – New York, NY June ‘14 – Present

Social Media Consultant + Project Manager

Manage external agency relationships related to all social media initiatives

Monitor web and social analytics to adjust strategy on how to effective engage our audience

Create and implement the company’s social media marketing, content strategy, develop brand awareness, generate inbound traffic and cultivate leads and sales

Support project team and manage the workflow of a team of content writers, designers, editors and cross-functional production resources

Raise risks and alert stakeholders of high priority issues

Amplify Education – New York, NY Jan. ‘12 – May ‘14

Social Media Producer + Project Manager

Evaluated and tracked social and web trends/analytics of visitors to the site to optimize the user experience and developed strategies to attract more customers

Managed product launch and event logistic for first commercial offering to over 20,000 users

Reduced initial time to first response in the community from 2+ business days to less than 8 hours, and enforced a 24-hour SLA for all support tickets submitted

Maintained a private online community of 3,000 teachers who were using the Amplify Tablet

Acted as project manager for support documentation (how-to videos, user manuals, and knowledge base articles)

Monitored troubleshooting of priority issues and helped to implement solutions or workarounds

Created project plans and managed their execution while maintaining day-to-day knowledge of project status; tracked and communicated project status, issues, risks and decisions

Amplify Education – New York, NY Jun. ‘12 – Dec. ‘12

Mobile (Android) Tech Solutionist

Pioneered the Amplify Call Center while managing the budget and hired new associates

Identified issues, patterns and trends in consumer comments/inquiries and funnel information to the appropriate departments

Designed a clean, efficient, useful application interfaces from conceptualization to implementation

Constructed diagrams, mockups, graphical concepts and prototypes to effectively communicate designs to stakeholders

Created and approved scripts, fully respond to questions, comments and related opportunities with speed an judgment across all owned social channels

Identified and escalated priority issues to engineers and product managers

Tracked customer feedback and shared with project team members

Worked alongside other Project Managers by identifying and sharing best practices and developing proven project tracking tools and processes

Conducted a series of A/B quality and assurance testing for both the mobile and tablet platforms

Louis Vuitton – Chicago, IL May ‘12 – Nov. ‘12

Studio + Social Media Coordinator

Collaborated with all divisions of the marketing and promotions teams to create relevant content and interactive media experiences through the social sites

Managed an editorial calendar that conceptualized tactics to increase audience participation

Actively engaged followers in a dialogue in an effort to transform visitors into advocates

Acted as the customer service point person for all social channels, responding to field concerns while supporting social media plans for retail and brand/digital campaigns

Planed and executed all aspects of staffing for the studio, including headcount and talent development, in partnership with Human Resources

Executed marketing initiatives and event planning within the Studio, while partnering with the Marketing department

Chavez Multicultural Academy June ’11 – May ‘12

5th Grade Technology Instructor

Planned a 5th grade technology program of study that, as much as possible, met the individual needs, interest, and abilities of the students

Created a classroom environment that was conducive to learning and appropriate to the maturity and interests of the students

Guided the technology learning process toward the achievement of established district curriculum goals, establishes and communicates clear objectives to the students for all lessons, units and projects

Contributed to the decisions made by the district and building regarding budget, facilities and personal well being

Central City Productions – Chicago, IL May ‘11 – June ‘12

Studio Manager + Production Assistant (PT)

Assisted in the production planning for the Black Enterprise Business Report, Stellar & Trumpet Awards, Know Your Heritage Hispanic and Black College Quiz

Monitored social media (Facebook, Twitter, and Instagram) for inappropriate posts, statistics on use and growth of social media presence using Google Analytics and Hootsuite

Managed the day-to-day operations of the studio

Served as production assistant and producer when needed, during major live events

Fostered a high-performing team and Studio by training and motivating all employees to provide excellent customer service and to meet all goals set by management

Education

New York Institute of Technology M.A., Communication Arts May ‘14

Specialization: TV, Film and Broadband Production

University of Illinois at Urbana – Champaign B.S., Advertising May ‘11

University of Illinois Foreign Exchange Program Semester ’08 – ‘10

National University of Singapore, American University of Paris and University Of New South Wales

Technical Skills

Salesforce, Jira, Hootsuite, Google Analytics, Omniture, Final Cut Pro, Adobe Photoshop, Illustrator, Microsoft Suite, DSLR Photography, acute knowledge of social media platforms Instagram, Pintrest, Facebook &Tumblr

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