• Design, develop and maintain custom and theme-based WordPress websites for small to medium sized businesses• Implement processes, systems, structure and organization improving workflow, quality, customer experience, and workload management• Troubleshoot design, server and DNS glitches/problems, bugs and plugin compatibility issues with curiosity and attention to detail• Regularly communicate with clients to facilitate development and change requests

• Design and develop custom and theme-based WordPress websites for small businesses, entrepreneurs and creative professionals• Troubleshoot design, server and DNS glitches/problems, bugs and plugin compatibility issues with curiosity and attention to detail• Develop and implement processes, systems, structure and organization improving workflow, quality, customer experience, and workload management• Optimize websites for speed and performance to ensure search engine discovery.• Regularly maintain websites by performing backups and WP, theme and plugin updates for optimal performance• Develop web copy and user interface to be responsive and discoverable with an engaging user experience• Develop strategy, optimize and manage client’s social media presence for optimal reach and organic lead generation• Conceptualize and design brand logos• Capture and edit photo stock and video footage

• Designed, developed and maintained custom and theme-based WordPress websites for small to medium sized businesses• Implemented processes, systems, structure and organization improving workflow, quality, customer experience, and workload management• Developed Junior Developer job posting, knowledge assessment, and development skills test to screen, interview and hire new developers

• Designed and developed custom and theme-based WordPress websites for small to medium sized businesses• Troubleshot design, server and DNS glitches/problems, bugs and plugin compatibility issues with curiosity and attention to detail• Regularly maintained websites by performing backups and WP, theme and plugin updates for optimal performance• Developed web copy and user interface to be responsive and discoverable with an engaging user experience• Assisted in the development of processes for more efficient workflow and customer experience• Edited photo stock and images for web use

• Curated and developed all digital content targeting Let's Be Honest Dho audience• Monitored, listened and responded to users in an engaging manner while organically cultivating audience and network growth• Monitored social campaigns, analytics and effective practices to report on and improve social outreach• Crafted press releases and email newsletters for affiliated music groups/artists and Let's Be Honest Dho brand• Co-produced Let's Be Honest Dho podcast

• Served as a coach, mentor, role model and change agent to a team of highly engaged policy service employees who provided sales, service, accounting and underwriting advice in an intensive call center environment• Improved executive level Quality Execution results exceeding benchmarks within two months of taking lead POC role and sustained those results over the next 7 months in that capacity• Developed business case to improve call routing, successfully addressing occupancy and morale concerns through the use of analytics, reporting and influence• Lead Developer and Designer for department SharePoint site – planned and managed online content while collaborating with stakeholders to implement and develop site; coached contributors on writing style and tone; identified and recruited subject matter experts for community contribution• Lead area manager for the writing, editing and delivery of various communication pieces aimed at internal and external customers based on excellent written and oral communication skills• Executed report preparation and provided data trending analysis and recommendations/action plans for Member Satisfaction, Quality Execution and employee development• Drove team engagement as evident in team’s achievement of Gallup’s 82nd percentile• Conducted MSR applicant interviews and made hiring decisions• Identified threats and trends in customer satisfaction and acted to mitigate and resolve service and pricing concerns and prevent escalation while maintaining a customer satisfaction rate of 97%

• Managed a high-volume workload within a deadline-driven environment• Resolved internal and external customer inquiries with minimal supervision• Consistently exceeded performance benchmarks in all areas (workload management, communication, leadership, teamwork)• Lead representative for new SMRS as well as particularly challenging calls as one of the region's primary mentors/trainers of both new and established employees• Supported USAA’s Self-Service strategy and increased service representative effectiveness by developing and implementing curriculum for the Self-Service initiative• Served as a P&C subject matter expert on the MSA Pipeline Redesign project - validated course content and curriculum and scripted learning module simulations

• Proactively reviewed member accounts to retain and educate customers and provide best in class service• Recognized life events and gaps in coverage - directing membership to correct enterprise to obtain additional products

• Created original, engaging content centered around contemporary fatherhood for men’s lifestyle blogsite