Eulalee Lumsden Email & Phone Number

Manage customer, publisher, and partner tickets via Zendesk and JIRA and provide quick and efficient solutions.Assist customers with content and app issues on iOS and Android and assist publishers with FTP uploading process.Oversee and analyze data from Zendesk and JIRA tickets to uncover trends and provide feedback to drive operational improvements and enhance the customer experience.Expand documentation for system or workflow process changes, including writing procedures or user guides.Work collaboratively with project teams on road map prioritization and project management efforts.

Toronto, Canada Area

Corresponded with retailers to address and troubleshoot content and metadata errors on retailer websites.Trained production assistant on production process and company best practices.Managed integration of new data management system and onboarded staff with new software.Coordinated and uploaded digital assets and metadata to retailers via FTP servers.Developed documentation for internal teams to ensure processes and procedures were up-to-date.

Toronto, Canada Area

Coordinated and managed digital projects and ensured quality of content during production.Consistently communicated status, issues and resolutions to production team during production process.Elevated ebook production by using up-to-date ePub and accessibility practices standards within the industry.Developed ebooks using InDesign and XML editing software and troubleshooted issues.

Toronto, Canada Area

Coordinated campaigns for holidays, book launches, and other special promotions periods. Selected titles for promotion on Kobo’s mobile and web storefronts in multiple countries.Conducted market research and forecasted upcoming trends in the digital reading market.Provided general support for international merchandisers to drive international sales.

Toronto, Canada Area

Completed production checks on print and e-book pages for formatting, text flow, and layout.Checked reprints and first prints upon delivery and completed cold reads and proofreads.Performed tasks such as mailing, assisting receptionist, and distributing office book deliveries.