Leandra Naranjo Email & Phone Number

Scottsdale, Az, Us

Scottsdale, Az, Us

Scottsdale, Arizona, United States

United States

- Led team in developing the strategy for a new online customer community. Successfully implemented and launched the community in 4 months. - Built, maintained, and provided analysis of monthly and quarterly metric reports.- Scaled and streamlined Ushur’s certification program by developing a certification journey that is delivered via community.- Developed and led staff training on community platform contributing in nearly 80% of employees active in community. Continue to lead ongoing trainings for new employees.- Develop and execute on strategy for ongoing community initiatives including customer advocacy campaigns, community events, and member acquisition. This has resulted in continuous growth in member engagement, growth and advocacy. - Manage day-to-day operations of the community (moderation, executing engagement tactics, publishing content).

Scottsdale, Arizona

Managed day-to-day operations of online community of 20,000+ remote customer service agents. Includes moderation, content management and engagement initiatives. Serve as go-to platform expert for internal staff and end users.- Successfully led project to scope vendors and migrate our online community to a new platform. - Developed training materials and led training for internal staff and end users on our new community platform. - Created, launched and managed local meetup groups for community members across the U.S. resulting in greater agent retention and increased agent feedback. - Plan user roadshows across the U.S. with a focus on aligning events with strategic company goals. Represented Liveops and promoted the community at these events. Successfully pivoted to an online roadshow strategy in light of the pandemic. - Develop and monitor community KPIs that align with Liveops’ strategic goals.

Mesa, Arizona

In this role I managed a program of 200+ customer-led user groups across the globe for a Fortune 100 tech company. Primary focus included: increasing engagement, content sharing, and membership growth. In conjunction, I worked on part of a larger team to increase overall community engagement. •Increased YOY KPIsfor user groups for 2+ years by developing, implementing and deploying data-driven engagement initiatives.•Develop community training materials for business stakeholders and community admins. •Train, onboard and provide ongoing support for community members and admins. •Consistently received >80% satisfaction ratings from community admins in the areas of technical and strategic support. •Advise stakeholders on launching volunteer-led user group programs in new communities. •Manage critical, revenue generating programs/relationships within community.•Aided in the successful community migration across community platforms for 95k members. •Represented Higher Logic at annual conference by hosting session on strategic metrics/reporting.

Mesa, Arizona

Phoenix, Arizona

-Work in collaboration with other teams to execute effective communication plans to support special events including fundraisers, large girl-programs, Annual Meeting and conferences. -Coordinate all aspects from the marketing standpoint: development of collateral materials, maintenance of event web pages, key message creation for all communications channels, media outreach (pitches, news releases, etc.).-Coordinate and facilitate video and photography. Assist with requests for taking photos at smaller events, downloading and sharing them accordingly.-Participate in monitoring / measurement / data reporting as a key follow-through on events and initiatives.-Support traditional media relations and outreach across the board.-Identify stories to develop based on news cycle, relativity, reporters’ needs.-Prepare and distribute pitches, news releases for other Council initiatives and fulfill media requests.-Support earned media monitoring / measurement / reporting functions for assigned initiatives.-Monitor publications, web alerts, social media and vendor reports consistently for print, online and broadcast placements. Maintain coverage grid.-Capture measurement data and work with team to strategically report back to internal and external partners.-Interpret analytics dashboard to capture metrics from various sources (FB, Mailchimp, ads, website, metrics from monitoring vendors) in one database.

Scottsdale, Arizona

-Daily monitoring of clients' review sites and social media sites.-Creation of creative daily posts to various social media sites.-Daily emails to clients with updates of the status of their social media environment.-Researching relevant social media content and understanding ongoing social media changes and innovations.-Researching and developing dealership and brand specific content for posting including: automotive sales and service specials, significant products or amenities the dealership offers, and outstanding achievements or developments by an automotive brand.-Building a relationship with account manager and communicating clients' wants and needs.