• Developed and executed social media strategy that has helped PEMCO increase brand awareness and loyalty, generate revenue and online sales, reduce claims costs, and strengthen relationships and trust with customers.• Set editorial guidelines, direct editorial calendar, and conceptualize and create evergreen content for our website and social media channels that drives referral traffic and consistently generates organic engagement rates above the average for most industries.• Developed robust framework and processes for social media customer care. Trained cross-departmental team to scale our ability to monitor and quickly respond to online mentions on multiple platforms, while being mindful of industry regulations, customer privacy, and best practices for engagement. • Set social media advertising strategy and supervise ad creation and performance optimization for $100K+ annual ad spend; manage team that consistently exceeds online sales and marketing targets.• Skilled at brand reputation management and crisis communications, with a track record of turning detractors into advocates by acting with integrity and empathy, promoting transparency, and listening to the voice of the customer.• Collaborate with marketing team, internal stakeholders, and partners to develop communication plans that achieve business goals – whether it’s expanding our operations into another state, building consumer demand for a new product line, or inspiring employee advocacy.• Lead cross-departmental team focused on improving outgoing customer communications to be clear, compliant, consistent, and friendlier in tone, while minimizing waste and optimizing resources. Results so far include consolidated, simplified billing documents, and decrease in customer calls year-over-year, due in part to fewer complaints and questions about our letters.

• Developed a social media strategy that doubled referral traffic from social channels to pemco.com. • Produced series of consumer education videos to strengthen our brand and reduce claims costs.• Established, trained, and directed a social customer care team to enhance the customer experience, cultivate advocates, and minimize risks to the brand by providing online service and support via social media channels. • Social media lead for a quick-turn affinity marketing campaign during the Seahawks' Super Bowl run. Drove a 600% increase in our web traffic, 6,300+ unique visitors to campaign landing page, and 1,000+ social media engagements. Got campaign hashtag trending in the Seattle area without spending a cent.

• Wrote and edited content, including intranet articles, newsletters, emails, social media posts, and technical documents for internal and external audiences.• Established and built the company’s presence on all major social networks. • Produced monthly business-literacy programs to engage and inspire employees. Responsible for entire events process, from generating ideas for thought-provoking topics and lining up speakers to producing PowerPoint presentations and analyzing audience feedback.• Audited and revised entire catalog of printed marketing materials for brand, accuracy, compliance, etc.

• Planned and executed the K-12 education coverage for a major metro newspaper (daily print circulation of 120,000+), for both print and online platforms. Developed calendar of editorial projects based on research, stakeholder interviews, and data analysis.• Produced articles that were among the most-read on the newspaper’s website, influenced public opinion, and prompted policy changes within the state’s largest school district.• Created education blog to expand online readership and cross-promoted on social media channels, driving the blog’s web traffic from 0 to 40,000+ pageviews per month.• Routinely analyzed complex documents and reports (including budgets, statewide test-score results and court filings) to find story ideas, identify trends and fact-check. • Trained in advanced techniques for analyzing statistics and other data; selected as 1 of 22 individuals nationwide to participate in training seminar.• Evaluated, interpreted and synthesized information from a variety of sources, including police reports, public records and databases, to write articles and other documents within tight deadlines. • Routinely analyzed complex documents and reports, including budgets, statewide test-score results and court files, and distilled for the general public.

• Generated story ideas and wrote daily news and feature articles for both the print and online editions, with a focus on crime and breaking news.• Evaluated, interpreted and synthesized information from a variety of sources, including police reports, court documents, public records and databases such as Accurint and JIS-LINK.• Used computer databases and reporting skills to locate sources for breaking-news stories; often conducted interviews requiring tact, diplomacy and sensitivity.

• Edited features stories for clarity, accuracy, grammar and punctuation.• Wrote headlines and other display type, and assisted with layout and proofreading pages.• Managed several large editing projects, including special advertising sections.• Supervised team of eight features copy editors during features copy chief’s absence.

• Honed researching and reporting skills writing 2-3 articles per week for the print and online newspaper editions, covering everything from the regional housing crisis to a high-profile murder trial. • Quickly adapted to unfamiliar environments and developed contacts in the community.• Invited to freelance full-time after three-month internship concluded.