Write and edit clear, concise copy and communications for products with intelligent voice, messaging, 9-1-1 access, and phone number services—backed by Bandwidth's own nationwide, dedicated VoIP network. • Write and copy editing all customer communications, web content, blog, internal documents, and email correspondence. • Interpret copywriting briefs to understand project requirements. Edit and proofread copy as needed.• Trained in search engine optimization programs.

Customer Success Advocate (January 2015 to September 2017)Managed ongoing customer needs effectively to drive high customer retention and loyalty.• Engaged with customer executives and other influential stakeholders to identify, define, track and measure the overall impact of Ping solutions to the organization. • Advocated customer needs/issues cross-departmentally. Developed, prepared, and nurtured customers for advocacy.Accomplishments:• Created all the web content for a portal for small business customers. Prior to this the process required customers had to call a number or send an email in order to fulfill orders or answer question. Under the new system, customers were able to create their own “trouble ticket”. • Nominated for an “Accolade” award for outstanding customer service. • Named to a prestigious “Customer Communications Task Force”.

Implement, support, and manage entire lifecycle of accounts with total revenue of $3 million. Nurture client relationships via proactive outreach and a personalized approach to meet firm deadlines between clients and Product Development, Data Integration, Marketing and Sales departments • Work closely with largest Blackboard Inc. client to provide exemplary service and execute strategic goals • Support contract renewal process and new feature roll-out; increased standard renewal rate from 90% to 96%• Demonstrate thorough product and sales knowledge, collaborate with operations and sales team, negotiate pricing with clients to drive account growth each year• Conduct customized on-site and web-based training classes with up to 50 attendees per session throughout the southeast sales territory • Resolve customer complaints in collaboration with operations and technical support by investigating problems, developing solutions and making recommendations to management• Lauded as a ‘go-to’ relationship manager, providing leadership to other associates in customer service best practices• Nominated for internal Spot On award –recognition for exemplary client support and going above and beyond in support of Blackboard Business objectives

Screen and digital printing company specializing in custom design sign packages primarily for the convenience store industryServed as liaison between clients and all internal departments; directed business development efforts via expanding the client base and increasing revenue potential within the organizationCreated enduring partnerships with clients through the success and growth of assigned accounts; consulted with clients to achieve specified marketing goals Coordinated with creative and management team to ensure adherence to schedule and quality delivery of final productAssisted in development and preparation of estimates and price quotes for print work using a wide range of applicable substratesEdited and enhanced content for external marketing, including company website and weblogSupported customer service efforts in a fast-paced environment, maintaining the ability to think quickly and successfully handle challenging clients

Nationwide Sub-prime Mortgage Lender Generated loan proposals based on client qualificationsManaged relationships with borrowers, title companies and corporate headquarters providing a healthy balance between customers' needs and the company's goals, objectives and guidelinesExceeded monthly branch standards for loan production by 50%Skilled at interacting with patrons of all socioeconomic backgrounds

Educational outreach program sponsored by Virginia Tech and funded by the Department of Social Services Coordinated awareness campaigns and conducted educational workshops to increase the quality of child care in ten rural counties in Virginia Created, edited and distributed quarterly newsletters, brochures, articles and press releases featured in local newspapers to stimulate public knowledge and workshop attendance; increased workshop participation by 60%Developed strategic relationships with local businesses and fundersManaged and maintained a database of 400 clients in the Virginia Child Care Resource and Referral Network