Brian Crawford Email & Phone Number

Denver, Colorado, United States

- Principal Video Editor & Producer for Digital Customer Experience content- Produced and Edited a wide range of projects, like custom one-off customer focused videos, internal team videos, product focus & sales videos for our annual conference - Trustweek, sizzle reels, highly technical instruction video manuals, etc.- Conceptualized, produced, managed, and published four custom on-going video content streams in alignment with company goals & collaboration with multiple teams- Authored and launched an internal training program for video capture to increase cross-team collaboration on video content- Created and managed video archive catalog, audit lists, and SOPs for all digital customer experience video content- Took part in initiatives to create nuanced content to meet the needs of customers likely to not renew, and contributed to a double digit retention rate increase within two quarters- Worked closely with Video, Marketing, and Branding teams to craft branded animation and video timeline templates to speed up editing while maintaining brand standards- Created custom Adobe library with branded animations & video assets to support the Convercent brand & elevate the video quality within the help center and online community- Assisted in designing static graphics and template layouts for intradepartmental newsletter- Maintained analytics & created KPI reports for all videos within the Digital Customer Experience department- Collaborated with the Training & CS departments on a pilot video program to increase customer adoption and retention- Worked with a team to streamline & operationalize portions of content creation to facilitate increased overall output, as well as cover more nuanced customer demand for content- Write and edit knowledgebase content for existing and new software features- Support cross-functional training by creating media for internal enablement- Assist with operational organization for broader CS/CX team

Denver, Colorado

- Photograph products and operations for local small businesses both on-site and in-studio, creating content for social media & their websites- Create video content for local small businesses & personal use, published on social media platforms, websites, and YouTube- Assist with larger photo studio teams on product and headshot photos, both for corporate operations like Soona & Virtuance, and on a freelance basis- Specialize in ad-hoc portraiture & photojournalistic styles, making me comfortable capturing events on the fly while maintaining a high overall production value & quality- Proficient in capturing video in-camera, as well as digital screen captures- Experience working in-person & remote with third party vendors & creative teams to capture photo packages & shot lists on tight deadlines- Comfortable directing individuals & groups in front of camera, as well as working with a wide-range of subjects- Responsible for ingest, catalog, & long-term physical & digital backup of all photo & video content

Greater Denver Area

- Primarily responsible for people management within CS, with 6 direct reports, and up to 22 indirect reports- Researched, designed, and implemented complex solutions to handle increased volume using data insights- Leveraged CS platform (Zendesk) functionality to recommend to Senior Management and C-level Executives company-wide changes to positively move CS scores to over 95%- Coordinated social media communications and customer facing mass communication strategy, such as proactive e-mail reach outs, site change notifications, account issues, etc.- Oversaw employee scheduling for coverage of entire department to ensure hundreds of live chats, and e-mails were dealt with in a timely and effective manner each day- Served as liaison between CS and all other departments, working regularly with Marketing, Engineering, Operations, Production, and E-Commerce to ensure customer and business needs were being met- Led all training operations for CS - designing, testing, implementing, and delivering all trainings to new hires- Built & maintained department reports within data management software (Looker) with assistance from Engineering and Marketing departments to ensure we learned as much as possible from the data on hand- Solely responsible for CS implementation and enforcement of GDPR and CCPA data policy, regularly conferring with Engineering to ensure site stability and legal requirements were being met consistently- Organized CS strategies for multiple large-scale site and company changes with direct affect on customers, like company re-brand, site functionality changes, etc.- Contributed to grow CS as the start-up rapidly grew, as well as building on that growth during a buyout, all the way to closure as the business was closed down during Covid-19- Partnered with content experts on CS often to solve problems with products that affected customers at scale, providing guidance and maintaining customer relations while minimizing financial impact to the company

(Remote)

- Edited episodes of 'Cigars and Sea Stories' podcast- Consulted on audio production strategy for new shows- Troubleshot with editing team & talent on audio issues and implemented long-term recording solutions- Operated as last minute support for other podcasts, often editing with less than 12 hours notice to deadline

Greater Denver Area

- Managed customer communications and organized into daily queue for contact with warranty team- Worked with multiple departments to ensure customer concerns are addressed in a timely manner- Oversaw & audited complete house file organization from contact creation to home closing- Acted as office administrator and receptionist for design studio and main office- Trained all employees on satisfaction survey process, and managed all survey results and reporting to department heads- Managed and tracked customer reimbursement program

Greater Denver Area

- Used WordPress CMS to cover & write recaps for Colorado Rapids home and away games- Photographed games as necessary for stock photos- Curated PR releases for non-breaking news content flow

United Kingdom

- Use WordPress CMS to write regular news and feature articles- Dissect & sort press releases for relevant breaking/non-breaking coverage- Voice over and edit review and preview videos- Work in tandem with sales and social teams to increase online interaction site-wide- Assist in ad targeting strategies to promote website visibility & profitability- Contribute video animations and social media page designs- Launched, branded, and curated weekly comedy and news podcasts

Greater New York City Area

- Develop & manage content for the Gameranx YouTube channel's sports and shooter games section- Research, write, and edit scripts for recording- Provide voice over for videos- Record and capture footage and B-Roll- Edit and finalize video for online viewing using Adobe Creative Cloud program suite- Pitch ideas for future content- Actively monitor & anticipate popularity trends in viewership

Greater Denver Area

- Generate, edit, and prepare branded content for publishing- Create original copy for support of site articles and videos- Edit and properly watermark images for social feeds- Capture and analyze social data/metrics, and implement any needed adjustments to posting strategy- Anticipate and schedule posts according to trends and popular site content- Share management of Facebook specific content & strategy

Greater Denver Area

- Made direct B2C & B2B sales of hard surface flooring and custom home upgrades - Developed and taught weekly product installation classes- Designed housing upgrades & custom home installations- Assisted in warehouse operations and management- Oversaw sales performance & wrote schedules for a number of associates- Worked with corporate buyers to set & execute sales goals, and keep wood department stocked as needed- Served as primary point of contact for all elevated customer issues- Cross trained and effectively performed in every store department- Collaborated with management team to orchestrate new company program recruiting local trade partners- Designed and manufactured product display boards for product store-wide- Implemented new sales initiatives on a regular basis- Lead store in forklift, sales floor, and warehouse safety training- Tracked safety performance store-wide and reported to multiple nationwide management personell

Greater Denver Area

- Produced and hosted mid-day music broadcasts- Created custom imaging for daily weather reports and pertinent campus news updates- Automated broadcasts during off hours using Prophet Systems Nexgen 101 software- Set up and optimized show-specific social media platforms

Greater Denver Area

- Produced and hosted morning drive and mid-day broadcasts- Set up and optimized station-wide social media platforms- Regularly produced, directed, recorded, and edited station imaging and ads- Actively contributed to curating and scheduling of music station-wide using Backbone automation software- Developed custom social media content and aggregated news feeds for pertinent broadcast content

Greater Denver Area

- Fact-checked and logged sporting events for afternoon and evening broadcasts- Edited and inspected recorded footage for broadcast packages on a nightly basis- Wrote broadcast script and edited video for live broadcast under heavy deadline- Assisted with coverage strategy and execution of Summer Olympic coverage- Responsible for set up and tear down of station equipment for live shots at Broncos training camp

Denver, Co

- Branded the company, designed business cards and other miscellaneous design work.

Bachelor Of Arts (B.A.), Speech Communication: Broadcast Journalism

Activities and Societies: KMet Radio producer and Host. Member of Metro Student Media.

Cinematography And Film/Video Production

High School Diploma

Activities and Societies: Member of student media. Video producer for Vista Vision school TV network.