Barbara K. Email & Phone Number

United States

Needham, Ma

- Managed a global team of content specialists remotely.- Led all operational aspects of the user generated content work-stream, developed and executed initiatives to make user generated content available across various markets.- Implemented a user feedback analysis work-flow to drive product road maps, aligning customer demand with business goals.- Responsible for the implementation of best practices, guidelines, and driving projects for content & related tools.- Supported large-scale platform migrations including training, user testing, and market communications; - Developed, communicated status and progress on relevant KPIs, issued and launched plans for key stakeholders across the business while managing expectations, deliverables and project timeframes.- Collaborated with Legal teams to ensure TripAdvisor’s compliance with national and international laws and regulations.- Managed third party supplier including tracking, training, reporting on productivity and quality of work.

Needham, Ma

- Specializing in Community moderation, ensuring the integrity and quality of user generated content, with a focus on providing consistency in policies across supported languages.- Proactively identify areas of improvement related to daily processes, current guidelines and policies; coordinating projects to implement these changes in the most efficient way.- Prepare weekly reports on all relevant work content metrics to management.- Mentor and guide staff, ensuring that the team is trained in product knowledge and company policy updates.- Interview, train, and mentor a team of analysts with an outsourcing vendor.- Create training materials and perform weekly quality assurance. - Identify and troubleshoot bugs based on member feedback and patterns; escalate bug reports to appropriate teams.

Needham, Ma

- Joined the Community Team assuming ownership of the newly launched Brazilian-Portuguese Travel Forum, ensuring content integrity and providing a positive Community experience for members of the Forums.- Specialized in forum moderation and other peer-to-peer products.- Handled day to day customer service operations using Salesforce and Zendesk. - Identified and troubleshot bugs based on user feedback and patterns; escalated bug reports to appropriate teams.- Assisted in various localization projects for live site improvement.- Collaborated with product team for internal tool improvement and testing.- Implemented new content increase initiative generating 30% additional content in forums in multiple points of sales; trained staff ensuring maximum results and reported monthly on continued progress.- Translated documents and created member support templates from English to Portuguese.

Salem, Nh

Andover, Ma

Lowell, Ma