Customer Service Digital Strategist

OLIVIA ERDMAN

*******@*****.*** ● 973-***-**** ● linkedin.com/in/olivia-erdman ● New York City

CONTENT MANAGER l PROJECT & TEAM LEADER l CROSS-FUNCTIONAL COLLABORATOR Problem-solver l Relationship-builder l Researcher SUMMARY

Agile, detail-oriented, and resourceful content management professional with business and technology acumen. Successful track record in delivering daily content to engage, inform, and grow target audiences as well as managing projects from concept to launch. Possess global views in areas such as conservation, culture, education, environment, and health fostered through research, travels, and study abroad programs in Argentina, Costa Rica, South Africa, and Vietnam. Work experiences in start-up and multibillion dollar companies with up to $21B revenues. SKILLS

-Full Lifecycle Content Management

-Employee Managing & Training

-Project Management

-Strategic Planning

-Microsoft Office Suite

-Content Management System (CMS): Tridion

-Design: Adobe Illustrator, Ceros, Photoshop

-Analytics: Adobe, Google

PROFESSIONAL EXPERIENCE

FIDELITY INVESTMENTS, New York, NY 2018 - Present

Head of Content Design & Production 12/2020 - Present

• Strategize internally with executive leadership, Communications, Market Insights, Publishing, and Technical, and externally with design-based vendors (e.g. Ceros, Avalaunch Media); collaborate on content, promotions, and more, across social media and website

• Lead content production with three direct reports and project management with six direct and indirect reports; driving a redesign and remodel of the .com/News web page from concept through launch

• Partner with Metrics to review and analyze data and reporting from Adobe Analytics and Google Analytics to inform decision-making and ensure content effectiveness and quality audience experience

Digital Strategist 4/2020 - 12/2020

• Managed content and website projects in addition to daily published content; strategized and partnered with Multimedia and external vendor to build out more engaging content (e.g. interactives, infographics); and partnered with content producers, digital media manager, and editors

• Led the .com/Insights/Overview web page redesign from concept through launch including partnering with external vendor; executed updates (e.g. custom HTML coding) and troubleshot issues with the CMS including liaising with Technical as needed

• Collaborated with Social Media to promote news content to a broader audience and increase Return-On-Investment

Content Producer 3/2018 - 4/2020

• Aggregated (third party content), converted, built (with e.g. images, tables, video), and published content such as objective news, information, data, and guidance on personal finance topics to the .com/News web page; adhered to quality standards, corporate guidelines, and project timelines; utilized a centralized content calendar; and delivered an average of six to seven published pieces per day

• Created and implemented a new, streamlined production system that improved time and increased efficiencies for publishing content; delivered an enhanced experience for, and broadened the knowledge of, the client and potential client investor

• Collaborated with Social Media to promote news content to a broader, more diverse (e.g. age ranges, wealth brackets) audience

KARMA ORGANIC SPA, Englewood, NJ 2017 - 2018

Operations Manager & Social Media Coordinator

• Worked with the CEO to improve marketing strategies, product development, and sales

• Managed B2B relations (e.g. Amazon, Walmart), inventory, shipping, and customer service

• Administered all social media platforms for the nail care start-up company, Karma Organics; grew Instagram following by 300% to 12K followers resulting in increased impressions, profile visits, and sales

EDUCATION

LAFAYETTE COLLEGE, Easton, PA

Bachelor of Science in Biology, minor in Religious Studies 2017

• Nationally ranked Ski & Snowboard Team, President & Captain

• Biology Department, EXCEL Research Scholar: focused on locating an opsin protein in the retina of red-eared slider turtles

OTHER WORK EXPERIENCE/COMMUNITY SERVICE/ORGANIZATIONS Fidelity Women’s Leadership Group, Participant 2018 - Present Morristown-Beard School Ski Team, Coach Winters 2017 - Present Easton Senior Center, Volunteer 2014 - 2017

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