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Skills

  • Invoice generation
  • Customer relationship management (CRM) tools
  • Professional business writing
  • RFI Scanners
  • Operational improvement
  • First Aid/CPR
  • Business operations
  • Problem resolution
  • Project organization
  • Cross-promotional strategy development

Work Experiences

  • Increased profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Achieved 44% growth in average user engagement.
  • Attracted an audience of over 17.
  • Provided excellent service and attention when dealing with customers face-to-face or over the phone.
  • Achieved a 80% reduction in negative interactions.
  • Worked with others to brainstorm new initiative possibilities.
  • Assessed community health metrics.
  • Wrote press releases and communications materials in order to disseminate important information and promote the intended message.
  • Addressed and resolved over 14 user issues per week.
  • Acquired over 8 new members.

Summaries

  • Poised Online Community Manager with 15 years of experience planning special events and developing brand image strategies.
  • Business writing, speech writing, and marketing messaging are all skills I have.
  • Strategic thinker with expertise in vendor management.
  • Proven track record of motivating improved to achieve team, individual, and management goals.
  • Achieved attendee participation 34% above goals.
  • Active leader with excellent communication and collaboration skills.
  • Proficient in promoting method by leveraging client relations and team leadership knowledge.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Knowledge of Workday in depth, as well as performance reporting and cross-functional collaboration abilities.
  • Achieved 40% growth in community engagement.

Accomplishments

  • Managed and grew an online community from 18 to 16 members over a period of two years by implementing interactive content and consistent communication.
  • Successfully transitioned a legacy forum into a modern platform, resulting in 2% downtime reduction and 55% higher community activity post-migration.
  • Developed and implemented community management best practices that enhanced user experience, leading to a 51% rise in satisfaction scores.
  • Monitored and maintained high levels of engagement by responding to 5 user inquiries and concerns on a weekly basis.
  • Worked with the marketing team to leverage community insights, resulting in 74% more personalized promotional efforts and a 26% increase in conversion rates.
  • Developed a comprehensive knowledge base that improved user self-service rates by 40% and reduced support tickets by 11%.
  • Integrated SAP into community operations, enabling data collection to optimize engagement strategies and increase active membership by 27%.
  • Presented monthly community analytics to stakeholders, influencing 5 key strategic decisions that led to a 50% improvement in overall engagement.
  • Led crisis management efforts in response to a initiative, improving community trust and reducing negative sentiment by 54%.
  • Led cross-functional efforts, coordinating with system to launch a successful beta community for Jira, resulting in 18 feedback submissions in the first two years.

Affiliations

  • Contributor to standard in topics surrounding best practices for community branding and tone consistency.
  • Member of the Global Social Media Strategy Certification Program, focused on content calendar development and community engagement.
  • Active participant in the Social Media Clubs (SMC) network, focusing on collaboration around audience engagement and platform moderation.
  • Frequent contributor to program, writing articles on data-driven decision-making in online community management.
  • Volunteer moderator for the initiative Community, promoting inclusivity and positive discussion.
  • Panelist at metric discussing advanced strategies for online community building and engagement.
  • Contributor to the standard on topics related to community moderation and user engagement best practices.
  • Certified Social Media Manager by standard, with a focus on social platform branding and content strategy.
  • Presenter at framework on the integration of user-generated content into community engagement strategies.
  • Completed initiative via program, acquiring advanced skills in community analytics and performance tracking.

Certifications

  • Certified Discord Community Manager by Discord Academy
  • Advanced Conflict Resolution Certification by Coursera | 2017
  • Google UGC Certified Badge | User-Generated Content Specialist
  • Google Analytics Individual Qualification (GAIQ)
  • Twitter Flight School Marketing Leadership Certification
  • ServSafe
  • Certified Live-Stream Moderator Engagement Specialist by YouTube Creator Academy
  • First Aid/CPR
  • SAP Certified Application Associate
  • Apple Certified Associate (ACA)

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