BalloonPlanet.com is the leading national balloon delivery and decorating e-commerce retailer in the US and Canada serving over 100 vendors with online retail sales and order management. Corporate clients for decorating services include many Fortune 500 companies.Role and responsibility include:- System administration, application development, and technical support of the custom-built multivendor e-commerce web application.- Hire, manage and train sales and support staff serving retail clients and vendors by phone, email, and chat.- Marketing planning, management, and technical integration including search engine, social media, email, and display and remarketing.- Financial planning, reporting, and business developmentAchieved a 19% increase in conversion rates by driving modernization of a legacy web application in collaboration with contract software developers and by using quantitative and qualitative methodologies for scoping retail customer and vendor needs. Methods included one-on-one interviews, screen recording analysis (Hotjar/Clarity), and A/B testing features (Google Analytics).Achieved a 4.8/5 rating on Google Customer Reviews by assembling a fully virtual, multi-channel contact center, staffing for main hours of operation using Zendesk, Amazon Connect, and Slack. Includes experience creating custom integrations with our shopping cart to improve customer service.Drove compliance and financial operations achievements, including sales tax compliance (integrated TaxJar), PCI compliance, modernized vendor payments, coordinated audit response with our accountants, and PPP funding. Investigated and prevented credit card fraud with code I wrote to automate review of incoming orders.

Managed software development projects that increased sales and capacity, such as giving our vendors tools to self manage their service area, orders, and product offerings. Achieved an 8X ROAS on a 500k+ annual search and product marketing budget by planning, integrating tracking, and tuning performance of ad spend on Google Ads, Bing Ads, and Facebook Ads. Marketing experience includes work integrating our product feed with Google Merchant Center and Bing.On call 24/7 to respond to web service outages.

I automated the receipt and delivery status of new orders and created a dashboard used to track orders to proactively resolve issues. In addition to helping with customer service, I used on the job training of PHP and MySQL to make improvements to the website. I also integrated analytics and search advertising platforms to achieve our Cost Per Acquisition target.

Global Grand Central was a European Union-funded project to connect six independent cultural centers across Europe with a platform to exchange cultural projects. The objective was to strengthen pan-European connections through a shared-learning approach to cultural activity and audience development.My role and responsibilities:- Scope technical needs and expenses for the EU-funding application. - Conduct design workshops with member organizations and drive implementation of a project-sharing platform.- Maintain and present outcomes through publication and presentation.In collaboration with the project lead, I facilitated planning and progress workshops in cities around Europe. Partnering with European-based designers and Wordpress theme developers, I drove the project sharing application service from design to completion.

Assistant for Nitin Sawhney, co-leading a workshop on urban tactics and media ecologies and the OccupyData NYC hackathons in New York City. Our research work focused on participatory action and other forms of collaborative research or "hacking". For details: http://occupydatanyc.org/

Assist with online learning for introductory graduate course, Understanding Media Studies for the School of Media Studies. Worked with Shannon Mattern, Peter Haratonik, and Christiane Paul. Developed the online platform using a combination of Buddypress and Google Docs.

Tracked down copyright holders and secured from them permission to replicate their work for classroom use. Designed and developed a copyright clearance management system in Microsoft Access to manage the copyright clearance process for material used in coursepacks, e-learning environments, and classrooms.

Research and developed a cost effective, online advertising strategy for this multi-million dollar rental apartments holding company.Developed advertising products, including a web site, corporate brochure, newspaper ads, web advertising campaign through Google Adwords, and web site optimization for improved search engine placement.

Recruited two other individuals to join in implementing my vision of creating a centralized rental apartment index for the Greater Vancouver, BC area. Developed the business and the web site. My partners and I subsequently sold the business for a profit.