Heather Apse Email & Phone Number

• Develops the strategy, creation, project management, and optimization of marketing content for a variety of channels including blogs, ebooks, case studies, gated content, infographics, website copy, press releases, industry-related award applications, and printed magazine• Conducts market research and competitive analysis to inform content strategy• Collaborates with the Marketing Team and other internal stakeholders to create and define content initiatives to meet various priorities• Authors and revised content to effectively reach the desired target audience, both B2B and B2C, as well as fulfill marketing goals of brand awareness, engagement, and conversions for both organic and paid marketing campaigns• Project manages content via the organization and maintenance of the content calendar to plan ahead while adapting to ad-hoc content priorities as well as delegated writing team wide• Proofreads content including all blogs, handbooks, case studies, and printed materials to adhere to brand guidelines and maintain a consistent voice and tone• Proficient in CMS, WordPress, to input blog or website content and on-page SEO, linking, and image sourcing • Facilitates the process of turning written content into customer facing marketing material through collaboration with designers to create effective visual content• Works on content for company's website for brand voice, relevance, and optimization for both SEO and conversion best practices• Utilizes data analytics to measure content performance and optimize strategies accordingly• Habitually researches about industry news, competitor developments, and emerging marketing and content marketing trends• Collaborates on Social Media to both ideate and collaborate with blog topics and social posts

• Built website blog content from ground-up for topics, including education, travel, insurance, and personal finance, increasing overall content by more than 80%• Strategized and implemented content plans on 8+ sites that improved advertiser requirements and drove revenue• Developed content calendars and creative briefs• Creatively sourced and authored content on a restricted budget• Proofread to ensure quality and SEO best practices• Multi-tasked and pivoted to meet changing organizational and marketing priorities• Generated high-detail daily and monthly revenue reports for a robust suite of sites and numerous partners

• Took on a more flexible role to balance parenting responsibilities while continuing to contribute to the organization’s success• Audited content and layout of extensive customer support library of tutorials for dozens of products, including website domain management, email, web publishing, and search• Wrote, edited, and published support articles for quality of content and architecture• Documented internal style guide and standard operating procedures for updating content• Supported subscription products for end-users and small businesses• Improved first-contact resolution by 5% • Implemented company-wide customer satisfaction scoring mechanism to measure and make adjustments to customer support content

Charlestown, Ma

• Set the strategy and directed customer support and relations in a fast-paced startup for a community of 1M members• Conducted new member outreach to proactively aid in onboarding and upselling• Teamed with topic experts to develop content and facilitated influencer outreach• Authored all support content, training documentation, corporate blog, social media, and Terms of Use and Privacy Policy• Established best practices in grammar, messaging, writing, and style• Project planned software implementation to enable multi-channel support operations• Collaborated with product management and engineering to refine and test new features• Spearheaded top business partner relationship to facilitate live event to grow membership

Waltham, Ma

• Led team to deliver timely and quality support for top revenue products including Lycos Shopping, Gamesville, Web Publishing, Lycos Search, and Lycos Mail• Managed the support of more than 20 Lycos products, free and subscription, via email, chat and phone support• Developed a highly cross-functional team that could handle volume spikes in support workload and manage crises• Tracked support statistics, analyzed incoming inquiry trends and compiled feedback from users to demonstrate improvement ideas to the various product teams• Collaborated daily with Product Management and other Lycos groups to improve usability of core products and services• Delegated to perform many directorial responsibilities due to company downsizing in October 2005, including analyzing business metrics and creating reports for the Chief Operating Officer and maintaining Customer Relationship Management software contracts• Retained staff and created motivation for team despite a downsizing of 40% which occurred during the previous 2 years• Created and maintained online help content and functionality for Lycos products and services