Katie Lockwood Email & Phone Number

Santa Monica, California, United States

• Manage all customer social support components of the current CRM (Salesforce Service Cloud, Sprout Social).• Research and create functional requirements and user stories for tooling needs to assist customer social support business requirements.• Determine social post routing configuration strategy based on language + regional requirements and drive work to complete setups for all launches.• Maintain vendor relationships to support CS social enhancements and improvements to current systems.• Lead prioritization and development of backlog items with vendors.• Serve as internal point of contact for customer support/viewer experience tooling team and other engineering teams as required to support business needs.• Provide instruction and lead customer support social teams in launches and/or implementation of new systems configurations.• Implement new workflow scenarios that are unavailable in base product features.• Research and audit competing social media platforms/CRMs and provide documentation for leadership to inform future business decisions.• Routinely audit content keyword libraries for customer social support listening strategy across all Disney Streaming brands (Hulu, Disney+, Star+) and languages.• Create social listening analytic dashboards for multiple teams across the business as requested.• Lead internal Hulu team through social support moderation trainings, quality assessments, and provide overall best practice guidance.

Santa Monica, California, United States

• Created and implemented backend social post routing and content library keyword strategy for all Disney+ and Star+ launches (27 queues, 15 languages). • Developed manual case creation process for D+ and Star+ that gathers social listening data to further improve content library keywords.• Researched and integrated a translation tool for character-based languages to compliment current CRM limitations.• Crafted analytic social listening dashboards for D+ content launches. Overall sentiment and data collected shared during launch meetings.

Santa Monica, California, United States

• Managed viewer experience keyword content libraries and backend listening objectives. Made revisions/updates based on actionable vs. non-actionable case examples and inbound social posts.• Implemented enhancements to CRM tool to boost social media moderators efficiency, quality and productivity. Examples include single case assignment toast notifications, open case reminders, queue post increase alerts.• Collaborated with additional customer support social leads to transition Disney+ to new CRM tool in six-week period. Performed UAT testing and provided feedback to developers as needed.

Santa Monica, California

• Worked with additional customer support social leads to develop user-facing social media copy/responses and training materials for Disney+ BPOs. • Visited BPOs in-person to instruct on social best practices and provide additional coaching.• Developed and executed an escalation process for social moderators to highlight bugs and enhancement requests for internal tools.• Worked with vendors to implement bug fixes and new developments for social CRM platform. Tested each item in sandbox environments and provided feedback when necessary.• Assisted with the training and approval process for new hires. Provided actionable feedback/revisions as needed.

Santa Monica, Ca

• Interviewed candidates for open positions and helped train/onboard once hired. • Approved replies sent out during training period of new hires and provided actionable feedback on response improvement opportunities. • Collaborated with various stakeholders and developed a process to properly identify and collect retroactive bug reports/known issue social data.• Created the blueprint for an in-house tool within the social CRM that would allow moderators to respond to multiple viewers/social posts at once. Crafted the acceptance criteria and worked with vendors to develop and implement the tool. Trained moderators on proper use and provided documentation for team playbook.• Performed monthly quality checks on replies sent by Hulu moderators.

Santa Monica, Ca

• Assisted viewers with technical issues, content questions and/or account concerns on Facebook and Twitter. • Responded to viewers publicly on behalf of the company through various social media platforms using a distinctive brand tone/voice. • Worked closely with various teams and stakeholders to communicate real-time bug reports and customer pain points to developers. • Flagged sensitive social topic discussions to PR and corporate communications teams.

Santa Monica, Ca

Responsible for leading and managing all aspects of the company’s social media strategy. Worked with internal and external stakeholders to develop the online strategy and ensure it was aligned with company direction and approach.

Hollywood, Ca

Created, formatted and posted online content for the company’s websites and social media accounts for four brands, globally. Worked with E-Commerce Manager to develop and successfully implement multi-level social marketing strategies. Provided content and direction to U.S. and Australian retailers, such as Neiman Marcus, Bergdorf Goodman, and Nordstrom. Interpreted raw analytics and generated weekly, monthly and quarterly reports on trends, engagement, and social growth. Managed and fostered relationships with beauty bloggers worldwide. Implemented brand new YouTube strategy that increased subscriber growth from 6K to 12K in a two month period.

Los Angeles, Ca.

Managed and updated all social media profiles with recent and relevant music news. Worked to increase social growth and engagement across all channels. Communicated with Editor-In-Chief and writers to correct errors in articles. Developed social media and marketing strategy with Editor-In-Chief.

Greater Boston/Los Angeles Area

Attended concerts and acted as contributing photographer for Buzznet in the Greater Boston and Los Angeles areas. In charge of promoting galleries across relevant social media channels. Edited and uploaded photographs to website within 24 hours. Focused on alternative music such as The Maine, Blink 182, and All American Rejects (katielocks.buzznet.com/photos/galleries/).

Boston, Ma

Supervised students in the Digital Lab. Taught Photoshop skills (color correcting, sharpening masks, burning and dodging), how to scan slides and print images.

Boston, Ma

Spoke with Alumna of the College about the Simmons College Fund. Acted as Customer Service Representative and answered any concerns or questions about recent functions/events. Office duties including filing, copying, and mailing.

Boston, Ma

Provided administrative support to the Staff Photographer. Office duties including filing, mailing, copying, and updating schedules. Booked and assisted the Staff Photographer on assignments. Edited and photographed assignments for Staff Photographer when he was overbooked. Work published in Inside the Institute Magazine and the DFCI website.