As the Digital Consumer Experience Manager I advocate for consumer support needs and successfully influence and collaborate with engineering, marketing, and product research teams to drive consumer support requirements in digital product propositions. Support development and roll out of these. Manage successful product launches for consumer support and ensure complete launch-readiness including readiness of downstream organizations.Anticipate, diagnose and resolve consumer problems coordinating, as necessary, with cross-functional teams. Set the key benchmarks for digital product success from consumer support point of view.• Defining which WOW element to deliver and how to address key consumer concerns. • Preparation and execution of Consumer Care touch points to achieve superior consumer experience in cooperation with project teams / marketing / Consumer experts• Drive web care and social media readiness to support defined strategy in consumer experience plan (training materials, products, bulletins/scripts)• Drive web content to support defined strategy in consumer experience plan (video tutorials, FAQ, content maintenance etc.).• Monitor FAQ success and implement improvements based on forcefulness data• Manage Field feedback (track & report).• Own NPS root cause analysis and corrective action management to drive improvements on web / FAQs / call center training / inbox material and take corrective actions• Manage consumer complaint handling; identify needed resources that can provide solutions to consumer issue and ensure timely execution• VOC (voice of the consumer) deployment – convey key consumer insights/feedback to Consumer Marketing and Development Teams and ensure that this is being taken into account for future products and adaptation of the consumer experience.

When I accepted this position in the last quarter of FY12, I was given login credentials for the various social media platforms...and that was it. No editorial calendar, no digital marketing plan, no readily available engagement data, no style guide. Nothing. It was a blank slate. While a bit frustrating as a new hire, this provided me with the unique opportunity to analyze and create without influence or prejudice. There were no remnants of my predecessor suggesting where to go, what to do or who to talk to. I began to build relationships with the multitude of product teams and organizations within Microsoft and to provide a fresh perspective to our global team and stake holders. I am very proud of the work I've accomplished with the Microsoft MVP Award and am fortunate to work with some very skilled and passionate individuals.Responsibilities included:• Strategize content and drive multiple social media accounts across the United Sates, EMEA, APJC and LatAm• Analyze and report social media marketing analytics through Sprinklr• Strategize with product group marketing teams prior to launches, releases and updates to drive marketing strategies designed to leverage MVP clout • Listen, analyze and respond to specific consumer and technical community questions and feedback• Write and manage the MVP Award Blog – A top 20 MSDN blog• Responsible for creating, executing and reporting the social media marketing plan for the MVP Global Summit • Strategize and produce online videos targeting MVP participation in Microsoft and community events • Create social media editorial calendar and coordinate efforts with the MVP PR liaison• Conduct internal social media training for MVP Award Program staff • Research and maintain aggressive SEO and keyword content for relevant social and digital content

Online marketing. My bread and butter. I could go on about campaigns I created that increased unique website traffic by 400% or digital ad buys that produced an 18% CTR or community driven social media campaigns that helped raise $1 million for charities in just 24 hours. Seriously, I could talk about digital and online marketing for days. I'm kind of obsessed about it.An award winning boutique firm focused on delivering digital and social marketing solutions for SMB clients. Responsibilities ranged from managing online client deliverables and launches to strategizing digital consumer interactions and marketing plans• Negotiated and managed new business contracts• Owned and strategized all B2C marketing campaigns• Strategized, implemented and tracked social and digital advertising campaigns executed on Google AdWords, Bing, Facebook Ads and other platforms• Managed and directed website content and designs ensuring relevant SEO content, SEM and UX• Tracked and reported on analytics as it related to social marketing plans

Traditional advertising meets digital marketing. Both relevant, both effective and both part of my time at Love Communications. It was here I discovered just how much capital is spent on media buys and production. Researching and discovering a balance between traditional and digital advertising for clients such as Disney, The Truth About Tobacco and the United Way allowed me to understand the need for a multi-tier approach to marketing plans. TV, radio, print, online, mobile, collateral, community - all crucial marketing platforms for a successful campaign.Directed local and national social media, print, radio, and television advertising campaigns for this award winning advertising and marketing firm. Provided digital marketing solutions for clients including: Disney, Utah Department of Health, Weatherby Locums, Utah State Bar Association, University of Utah Health Care. • Social and digital marketing research and implementation for consumer and public awareness campaigns • Built SEO and keyword database – expanded for use across all Love Communication clients• Researched, designed, implemented and reported digital marketing and media plans • Coordinated with media buyers and team members to ensure ATL and BTL needs were met

B2B, B2C and everywhere in between. Panic Button Media allowed me to take risks in the early stages of digital marketing. At a time when companies were still testing the digital waters, I was able to provide clear, concise marketing plans that enabled stake holders to better understand the importance of a solid digital reputation.From Deer Valley to small businesses, I enjoyed every minute working with these clients.