Charles J Costa Email & Phone Number

San Jose, Ca, Us

Key point of contact in the Customer Service Technology team who provides content strategy guidance on high-visibility initiatives in the financial services, and regulatory sectors. Examples of projects include compliance with the Digital Services Act, global content governance for customer service content (e.g. internal knowledge bases, help content, policy enforcement emails) In addition to the above, I also work on multiple technology transformation initiatives to deliver improved customer service to eBay users such as implementing generative AI into customer service agent tools and advising on content updates to our conversational help system.

San Jose, Ca, Us

As a Content Designer on the Payments Product Marketing team at eBay my team was responsible for migrating every eBay seller from the legacy payments experience (having funds sent to a PayPal account) to managed payments, a system where eBay manages the end to end payments experience. My focus at eBay is on developing clear messaging about Payments from a product experience lens, listening to the global voice of customer, and ensuring that internal stakeholders from Product up to the C-Suite have visibility into user behavior and points for product improvement. Despite the COVID-19 pandemic, our team consistently beat Wall Street expectations in regards to on-platform GMV processed and other essential metrics. In October 2021, our team successfully completed migration two months ahead of schedule, successfully migrating over 18 million sellers across over 190 countries to the new payments model. From when I first joined eBay in March 2020 to the end of October 2021, eBay’s share price rose approximately 175%, much of which can be attributed to the managed payments project which was discussed in quarterly earnings calls. Key accomplishments during the managed payments migration project include:Producing and maintaining over 150 FAQs covering topics such as fees, data security, registration, and general product functionality.Maintaining the Global Voice of Customer Tracker, containing over 3,500 verbatims from B2C and C2C sellers in the US and Canadian markets alone. Developing assets to accurately communicate Payments once it was seamlessly part of the eBay experience. These include registration trigger emails, B2C and C2C facing landing pages, seller success emails, and transactional product emails. Producing over 10 educational posts about Payments for B2C and C2C eBay Sellers. These posts, housed on the eBay Community in the Payments Resources section of the eBay Community, leading to a decrease in requests for account specific assistance.

Menlo Park, Ca, Us

In this role, I was responsible for managing the SRI International blog, which entailed editing content submissions from internal staff, producing internal newsletters, collaborating with subject matter experts and producing content such as case studies, and press releases. SRI's marketing efforts were focused deep technology topics such as robotics, artificial intelligence (AI), blockchain, cybersecurity, bioscience, pharmaceuticals, augmented reality (AR), space equipment and more.In addition to working with the applied science and bioscience divisions of SRI, I collaborated with SRI Ventures and SRI Education.

Managed email marketing campaigns, owned the editorial calendar, edited/reviewed written content, and provided guidance to other writers. These campaigns were a significant driver of ticket sales and event awareness, leading to the team selling out 800 paid event tickets (~$200 each depending on number purchased at once) and hosting over 1,000 attendees at the live event.

Redwood City, Ca, Us

As the content marketing manager for this online marketplace optimization startup, I increased the sales prospect pipeline and conversions with a research and analysis-driven approach to their content strategy. I produced content that was aligned with sales goals, and adjusted the editorial calendar to increase marketing qualified leads. I also analyzed re-tweets, organic traffic and likes to measure compelling content and define strategy for engagement.Based on this research, and resulting statistics, I improved brand awareness by routinely writing and editing posts on behalf of company executives and product managers. I also wrote blogs, case studies, eBooks, and more. The content strategy I developed wasn’t limited to blogging and other written collateral. I took a holistic approach to developing a content strategy that also included visual content such as whiteboard explainer videos, an industry video interview series, and eBooks with an emphasis on visual design. I developed a social media strategy, using Hootsuite to promote company content via Twitter, Facebook, and LinkedIn, to add value to our target audiences by curating news and industry insights.I also managed an external team of two graphic designers, a video producer, and an SEO agency to create unique content.

San Francisco, Ca, Us

While working at Airbnb, I was responsible for managing and developing the content strategy for the Airbnb host Growth division. I used industry research and analyzed internal website data to develop the underlying strategy for brand new host resources and the editorial calendar. This led to higher reader engagement levels and increased conversions, defined as visitors signing up to become a new host. To shape Airbnb’s strategy for consumer-facing content, I used SEMrush to perform keyword data research of competitor websites, and collaborated cross-functionally to gather information from internal Airbnb departments and stakeholders. I analyzed this keyword data to determine effective content topics, and the resulting content not only improved current hosts’ experience, but also increased new hosts coming onboard. I also optimized the primary Airbnb host landing page by analyzing common queries, and creating content that answered questions potential hosts might have. By providing interested hosts with the information they were looking for, the landing page encouraged people to sign up to become new hosts. This optimization also improved SEO results.

Us

I focused my writing for SnapMunk — a tech news website about the world of startups and entrepreneurs with 1M+ unique visitors each month — on increasing website traffic by aligning content with data on reader’s searches. I authored more than 100 freelance articles covering technology crowdfunding campaigns for gadgets and innovative consumer devices, technology current events, startup funding, new business ideas, and cool new apps. I ensured my content contributions would result in increased interest in the site and more pitches from tech companies by researching the most popular crowdfunding platforms and startups. My article topics drove thought leadership and brand awareness by establishing authority from a data-driven content calendar.

During my time as a content marketing consultant, I specialized in understanding the sales and marketing goals of my clients. From there, I analyzed client data to optimize their content pipelines and content marketing strategy in a way that led to increased business.After thoroughly researching the topics to be written about, I identified metrics to evaluate content performance. I created content strategies that incorporated website copy, blogs, and social media posts. I often took complex topics and explained them in a way that is understandable to the target demographic. A few of my corporate clients include: IBM, Iron Mountain, Zoho Corporation, VIvint, Kaspersky Lab, CacheFly, and BuyerZone.During my time on those accounts, I produced educational blog posts about topics such as cloud computing, insurance, business banking, records management, record storage, content delivery networks, enterprise networking, computer security, home maintenance, and much more.Aside from creating blog posts to help establish companies as go-to sources for industry insights, I also worked with companies such as Newark Element14 to produce product descriptions designed to improve SEO metrics and increase conversions.I’ve also contributed to the Business/Entrepreneurship, Mobile, User Experience and WordPress divisions of SitePoint. During my work with the publication, I expanded SitePoint's industry conference coverage, to gather insights straight from key sources.My conference and event coverage has been featured in The Huffington Post.

Fitzroy, Victoria, Au

I authored 40+ freelance articles for SitePoint, a leading tech industry website dedicated to providing developers, designers, and web professionals the necessary tools, content, and relevant resources to all things tech related.I drove traffic to website with expert coverage on industry conferences, technology trends and entrepreneurial strategiesAs a result, my articles increased sales and subscriptions with topics that encouraged readers to sign up for premium content.

Boston, Massachusetts, Us

I authored 71 freelance posts for Iron Mountain, the leading data & records management company.My work increased inquiries by 63% with data-driven editorial topics related to best practices in electronic backup and recovery, records management, secure shredding, electronic banking platforms/software, industry compliance, intellectual property protection, and technology escrow.I wrote articles with the goal of establishing brand awareness and thought leadership with educational B2B content.

Armonk, New York, Ny, Us

I wrote and delivered 69 freelance articles for IBM’s award-winning website. My articles provided readers with well-researched content that helped establish IBM’s industry leadership.This campaign yielded an average click-through rate (CTR) to sales pages that was 10x higher than the industry average for banner ads.

Master'S Degree, Library And Information Science

Bachelor'S Degree, Economics

Associate Degree, Business Studies