Customer Service Digital Content

Professional Summary

Seasoned federal professional with over 25 years of experience in digital content strategy, program operations, and customer service. Proven expertise in managing public-facing websites, optimizing user experience, and ensuring compliance with federal accessibility standards. Skilled in stakeholder engagement, vendor oversight, and cross-functional collaboration. Recently transitioned from federal service due to an agency-wide Reduction in Force (RIF). Currently seeking opportunities in the property management industry where I can leverage my strengths in digital communications, customer service, and operational support to enhance tenant engagement, streamline property operations, and contribute to organizational growth.

Core Competencies

Website Management (WordPress, Drupal, HTML, Dreamweaver)

Digital Strategy & Analytics (Google Analytics, UX/UI Improvement)

Content Development & Brand Messaging

Accessibility & Compliance (Section 508, ADA)

Client & Stakeholder Engagement

Webinar Production & Remote Event Management (Webex, Zoom)

Project Management & Process Improvement

Vendor Management & Contract Oversight

CRM & Document Management Systems (SharePoint, FOIA Express, CCM)

Recent Experience

Concierge/Hospitality & Customer Service Specialist

Classic Concierge, Washington, DC

March 2025 – June 2025

Delivered exceptional customer service at a secure front desk, assisting residents, guests, and clients

Tracked work orders and maintenance requests using property management software

Performed intermediate clerical and data management tasks using MS Office

Oversaw secure key distribution and access management for residents and vendors

Managed high-volume package handling (50–100 packages per shift), including sorting and distribution

Handled phone communications professionally, including message taking and call transfers

Coordinated amenity reservations and promoted “Classic” services to residents

Provided local area recommendations and monitored building security systems

Assisted in planning and hosting building events within approved budgets.

Federal Experience

Digital Content & Program Strategy Lead

U.S. Department of Education, Washington, DC

Jan 2019 – March 2025

Manage and modernize digital content for public-facing websites using WordPress and Drupal, increasing usability and mobile responsiveness

Lead web analytics reporting using Google Analytics; optimize content based on user behavior to drive 15% improvement in engagement

Serve as a key liaison between technical contractors and business units to implement new themes and improve UI/UX

Ensure full digital accessibility in alignment with Section 508 and ADA requirements

Oversee vendor performance and timelines as Contracting Officer Representative (COR), ensuring on-time, quality deliverables

Spearhead internal training sessions on content management systems and accessibility standards

Digital Communications & Operations Manager

U.S. Department of Education, Office of Innovation and Improvement

Nov 2013 – Jan 2019

Led execution of webinars, online meetings, and remote training using WebEx

Managed digital updates across multiple program sites using HTML and CMS tools

Oversaw FOIA request processing and advised department leadership on communications strategy and compliance

Acted as point-of-contact for high-level inquiries and correspondence

Developed process documentation and SOPs for CMS, FOIA workflows, and document tracking systems

Program Support & Digital Outreach Coordinator

U.S. Department of Education

Jun 2004 – Nov 2013

Produced and distributed monthly digital newsletters to 100K+ stakeholders

Developed internal training materials for digital platforms such as Drupal and FOIA Express

Coordinated content updates and compliance tracking for grant competition portals

Assisted with vendor purchasing and expense tracking in line with procurement guidelines

Library & Customer Services Clerk

U.S. Department of Education

Jul 1999 – Jun 2004

Maintained physical and digital inventory systems for the National Library of Education

Provided customer support for public inquiries and managed resource distribution

Technical Skills

WordPress, Drupal, HTML, SharePoint, Dreamweaver, Fireworks, Macromedia Contribute, Google Analytics, FOIA Express, CCM, CPSS, FMSS, E2 Solutions, Microsoft Office Suite, WebEx

Certifications & Training

Certified Contracting Officer Representative (COR)

Section 508 & ADA Accessibility Compliance Training

FOIA & Records Compliance Training

References available upon request.

Contact this candidate