Customer Service Manager

Kenneth J Goldstein

**** * ****** ** *******, WA 98122

206-***-**** **********@*****.***

Content Manager

A professional with six years of content management experience and 18 years overall experience.

Extensive copywriting and editing experience, including marketing materials, catalogs, blogging,

spec sheets, packaging, and online customer service documents. Ability to solve problems and develop automated and improved processes that increase productivity. Leadership experience and training skills help the team grow and achieve company objectives.

CORE COMPETENCIES

Writing Skills Documentation Content Development Copywriting Blogging

Customer Relationships Program Management Team Management

Problem Solving Process Improvement Communication Staff Training

EXPERIENCES AND ACHIEVEMENTS

URBANSPOON/ZOMATO – Seattle, WA 2009 – 2015

Content Quality Manager (2012 – 2015)

tWrote and updated site content for public distribution, including the FAQ, Owner’s Guide,

Terms of Service, and library of responses for common questions/requests.

tServed as lead blogger, writing informative and entertaining posts on a variety of topics.

tDeveloped projects and strategies to improve accuracy of restaurant listings and associated content for popular consumer website/app.

tInstituted process changes that reduced company time spent on content moderation by 50%.

tBuilt relationships with 200+ chains to update directory information.

tTrained and managed administrative and customer service staff for processing content updates and responding to inquiries from users and third-party sources.

tCollaborated with development team to create and improve systems for detecting,

investigating, and tracking fraudulent user activity, including suspicious and coordinated

voting behavior, "shill" accounts, and “attack” voting by a restaurant against its competitors.

User Generated Content Moderator (2009 – 2012)

tEvaluated over 750,000 user reviews, photos, and menus for compliance with site standards.

tAdded newspaper and magazine reviews to site, and researched sources to fill coverage gaps.

MACY’S HOME STORE – New York, NY 2004 – 2008

Senior Editor Copywriter

tPromoted to Senior Editor after two years as Copywriter.

tReorganized staff structure and duties, leading to a 74% reduction in errors requiring retraction.

tManaged proofreading staff, maintained reference materials, and was main liaison with buyers.

tCreated direct mail, newspaper, and online advertising for furniture and mattress departments.

SDI TECHNOLOGIES/KIDDESIGNS – Rahway, NJ 2001 – 2004

Chief Copywriter

tCreated promotional and marketing projects. Wrote/designed catalogs, spec sheets,

instruction booklets, and packaging for 100+ new retail products per year.

tMaintained licensing requirements/guidelines for brands (Barbie, Timex, and Fisher Price).

EDUCATION

Bachelor of Arts – English – Rutgers College – New Brunswick, NJ

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