- Designed social media strategy and brand voice for Twitter to grow the brand from scratch - Started with less than 200 followers and grew account to 2k+ and growing- Created and implemented a daily posting strategy including a balance of brand specific content, engagement targeted tweets, and memes- Copywriting for community emails, sales emails, and sales pages

- Collaborated to create and implement social strategy on several platforms including Tiktok, Facebook, Instagram, and Twitter- Wrote copy for product announcement blogs and social announcements- Created memes, designed graphics, and did light video editing for social platforms- Worked with the community team to create, time, and launch various campaigns in addition to daily posting- Created and planned campaigns with xbox, Discord, and others

Managed social media and gaming community for an independent mobile game.

Managed and developed strategies for all social media channels.-Managed Twitter, Facebook, and Instagram-Developed and implemented a content creator program. Was in charge of developing maintaining relationships with content creators.-Developed communities on Discord for both content creators and the Bullet Force community.

In charge of customer support.-Developed work flows for customer issues.-Created training documents.-Wrote copy for customer service email templates.

Community management and email marketing.-Developed community engagement campaigns to attract new members and engage existing user base.-Developed reporting to determine the health of the online community, efficacy of outreach and engagement campaigns, and other key performance indicators.-Created and maintained a content calendar for the department.-Charged to work with a team of consultants to develop a social media strategy from the ground up.

Create, draft, edit, and publish original articles, guides, and content. • Implement strategies for growing reader-base of site. • Increase reader participation by providing easy to attain calls for action.• Locate links to onVaping.com via search engines and communicate with readers via various channels to try and bring communications to the site. • Edit articles by other writers to ensure they match the tone, quality, and visual requirements of the site. • Create a style guide for new writers to help them create quality content.

Managed Rosetta Stone's diverse online community of learners. Participated in the online community as a moderator and a learner to boost participation and brand loyalty. Balanced previous customer interactions, communication contexts, and Rosetta Stone's business interest every-time community guidelines and terms of use were enforced. •Created and managed google drive, and google site, for the department•Worked closely with team members, customers, and other departments to ensure safe and secure online community•Created visual templates/workflows for desired application improvements to improve efficiency•Created, produced, and edited training videos for interdepartmental uses•Worked closely with other department heads to improve efficiency of communications and tasks escalated between departments•Developed original reporting in excel to determine online community behavior and trends•Created training documentation for both departmental and interdepartmental uses•Created, and participated in, original business to consumer web presentations •Created e-mail templates

Lead a team of 28 customer care representatives while working closely and supporting, counterparts, department heads, and senior management•Hands on team member/builder approach •Assess quality assurance performance, address challenges and implement corrections •Pioneered the development and implementation of agent lead training workshops •Developed new hire training to ensure new hire ability to meet performance expectations •Collaborate with Services and Product Support teams to create and develop internal and external knowledge base content •Addressed escalated challenging customer situations •Managed shift scheduling ensuring appropriate phone, e-mail and chat coverage •Assist legal with BBB claims by researching complex customer histories

Facilitated returns and exchanges, implemented and adhered to company policy, advised on product usage and helped customers understand Rosetta Stone's pedagogy, encountered a diverse group of people on a daily basis and provided prompt personalized service.• Drafted professional e-mail templates for every customer interaction • Multitasked by addressing an average of 40 customers via phone a day while addressing customers via chat and e-mail. • Addressed escalated customer issues when no Team Lead or Manager was available • Trained new hires • Drafted/Edited e-mail templates and internal training policies for our Knowledge Base • Collaborated with different departments to ensure accurate Parature reporting