Career Path:

Looking for a senior or management level Writer and Editor position in: Internal or External Communications, Ad / Marketing & Technical development, Brand Management and User Experience (UX) Mobile Apps / Email content. I bring a quantifiable track record for producing and executing revenue generating national Ad Campaigns, Email and Social Media projects. I’ve been involved in producing more-technical level projects that cut costs and reduce document redundancy in Banking, Insurance, Software, Politics and Charitable industries.

Experience:

Writer & Publishing: Corporate Customer Communications / April 2021 to Present

Wells Fargo Bank / Marketing and Communications, Charlotte, N.C. (Remote)

Responsible for writing, editing and streamlining customer complaints system, including letter and documentation consolidation and reduction, in addition to tracking documentation for regulation compliance and disposal. Helped develop UX mobile apps and email communications to customers in response to their complaint requests. Past communication inventory consisted of approximately 3200 letters, emails and paragraph. I developed less than 100 branded templates to replace the 3200. One additional facet of my work was to enhance the language, phrases and style of each BU’s procedures and workflow to ensure a more logical and humanized customer-centric approach.

Reduced number of redundant customer-facing letters across global operations

Enhanced letter content to ensure readability, inclusion of appropriate details, and customer friendliness

Worked closely with Jira and SharePoint teams to write, move, keyword label and publish communications

Was responsible for the intake, research, and resolution of all executive office complaint communications

Developed Language Bank Paragraphs for Case Specialists for all known complaint scenarios

Freelance Editor / Writer & Publishing Consultant / April 2015 to April 2020

Tudor Rose Productions / Literary Marketing and Communications, Ponte Vedra Beach, FL

Editor / Creative Content Writer for client products: young adult (YA), middle school (MS), Steampunk Fiction, autobiographies, Military non-fiction and fiction, literary blogs, industry white pages, annual reports

As AE, sold multimedia solutions to existing clients, media planner, buyer and developer for social media influencers, book jacket graphic arts subject matter expert. Vendor management

Developed business for literary marketing via Print on Demand or traditional publishing. communications channels, trade show logistics, Public and Book Store promotions

Planed and documented rewrites and editing of client draft materials and brand-awareness website marketing

Medical Blogs, Technical White Papers, Legal Documentation and Holistic Medicine Newsletters

Creative point of contact for all marketing campaigns

Public Relations Copywriter Coordinator / October 2017 to July 2018

Wounded Warrior Project, Jacksonville, FL (9-month Contract through: The CSI Companies)

Drafted and Edited press releases, media advisories, written content for newsroom and blogs, executive bios, newsletters, talking points, organizational messaging, prepared speeches for launch events, content for WWP internal and external communications (electronic and print)

Drafted assigned content for communication team needs for internal and external electronic and print communications

Analyze customer behavior and develop communication campaign strategies

Created video and photo assets to accompany written content that I developed

Conducted interviews with warriors, executives, staff, partners, and supporters

Initiated and facilitated media outreach opportunities as assigned

Developed targeted media lists for news releases, media alerts and other story pitches

Assisted communications team with all PR activities

Assisted all WWP teams with PR activities as necessary for special events, fundraisers, and key initiatives

Client Services Email Manager / Writer April 2017 to Sept 2017

New Management Services, Jacksonville, FL (6-month Contract through Ideal Staffing Company)

Responsible for editing and producing content / copywriting for communication information channels between Data Furnishers and the company owners, the four credit bureaus: TransUnion, Experian, Equifax and Innovis

Project management for email marketing operations

Managed multiple website design and content development projects, such as direct e-OSCAR.org website updates, direct client contact and helpdesk customer assistance, B2B email, social media and periodicals. Webpage analytics and graphics / User Experience (UE) design

Developed communication plans and strategies for new product launch, vendor contracts and enhancement campaigns

Coordinated email automation projects and route sales leads through CRM

Utilized Salesforce, Constant Contact, SharePoint and Umbraco Content Management System

Public Relations: Writer / Mayor’s Office / June 2015 to March 2017

City of Jacksonville (COJ), Mayoral Communications, Jacksonville, FL

Reviewed and coordinated responses to mayor Lenny Curry’s email, letters, digital content and events

Managed and developed content for Facebook, Twitter, YouTube, and LinkedIn social channels

Served as the city's primary contact for internal communications needs and distribution

Lead the development, content, decision-making and distribution of employee newsletters

Prepared PowerPoint presentations, Internal Communications and event planning

Utilized Google Analytics for analysis and search engine optimization (SEO)

Communications Team Lead / VP Marketing Analyst III /Nov 2013 to June 2015

Citibank / Citi Cards’ Full-Service Advertising Agency, Marketing and Communications, Jacksonville, FL

Oversaw, wrote and edited all corporate customer-facing creative content and developed UX mobile apps for Citi Credit Card marketing projects; from initiation through delivery utilizing mobile advertising, email campaigns, press releases, ATM marketing and phone apps

Copy Team Lead and lead writer / editor for three senior copywriters on our Creative Center of Excellence (CCOE) team; leading them to develop and implement communications efforts

Strategy development, customer loyalty marketing plans, budgets, timelines and deliverables for digital marketing and communication projects with content that utilized a concise, plain-language corporate voice and tone

Wrote email, white papers and mobile/digital campaigns for partner companies such as Hilton, Citi Prestige Golf Rewards, Apple Pay, Tabbed Out, Shopify, American Airlines and Macy’s

Presented to Senior Leadership team for creative approval of social media, email, direct mail, ad platforms and campaigns using PowerPoint and other graphic formats, as well as change management

Wrote and delivered website content and informational statistics reports for internal and external television, web and print media, key stakeholders and customers

Produced the President’s external quarterly blog, editorials and external customer email

Communications Project Manager: March 2009 to Nov 2013

Citizens Property Insurance Corporation, Journalism and Communications, Jacksonville, FL

Worked as the company’s Internal Communications team liaison and project manager to maintain professional relationships with multiple business units, media and corporate executives through writing technical, financial and internal communications

Managed and developed internal and external client relations through promotional programs, brochures, video, white paper reports and related sales collateral, company newsletters, social media, industry white papers, consumer letters, technical writing for internal government oversight, corporate leadership interviews and video production for Board of Governors

Communication / Marketing team lead for $28 million computer/process upgrade system. Gathered IT department information from company’s three differing computer systems, which we then used to consolidate SOP guidelines and documents to offer a more-coordinated IT workforce.

Developed and produced Citizens’ Annual Reports

Write and edited customer and insurance agent sales material, speeches, scripts, publications and tracked initiatives, communication requests, projects, timelines and budgets

Filmed, edited, finished (with Adobe Photoshop products) public videos on Insurance Industry News, as well as two newsletters for internal distribution

Lead Marketing Copywriter: November 2007 to April 2009 (Contractor)

Fidelity National Information Services, Marketing and Communications, Jacksonville, FL

Created media relations and sales support / lead generation content for national and regional ads, intranet, internet, wire and trade press releases and convention/product technical collateral content for mortgage, real estate and banking industry trade publications. Produced B2B and B2C sales, advertising plans and national convention collateral for inbound traffic generation

Lead writer and effectiveness analysis for FNIS division (LPS) in a fast-paced and creative team environment —specializing in the mortgage and real estate IT and technology sectors

Senior Internet Copywriter: July 1992 to Nov 2007

AT&T Universal Card Services & Citigroup, E-Business, Jacksonville, FL

Wrote creative copy for in-house agency’s (User Experience Team) web copy content, brand development, product-pitch materials and phone contact communications for Buick, Goodyear and other transportation clients

Customer Service: Phones for AT&T Card Products and promoted to Senior Internet Copywriter

Branding copy lead for 95 Citi Credit Cards, as well as marketing, acquisitions and account servicing websites and Citi Card web ad tracking; extensive CMS and media targeting / product placement experience.

Senior content expert responsible for online writing, editing, persona development, search engine optimization and customer user-case models, produced card product technical assets

Military:

U.S. Army, Signal Corp: 4.5 years active duty + 4 years Army Reserve

Communications Chief (E5)

Education:

Bachelor of Science in Communication & Advertising:

University of Tennessee, Knoxville

Professional Skills and Abilities:

Excellent written and verbal communication skills for persona development

Above-board interpersonal and campaign presentation skills

Expert in use of Microsoft Office Suite products and a variety of content management systems

Utilized various CMS systems for UX Mobile Apps and letter matrix generation

Able to work independently, remotely or part of an inhouse team

Available for up to 50% to 75% business travel

Contact this candidate