Nicole Callahan Email & Phone Number

Washington, Dc, Us

Washington D.C., Washington D.C., Us

Washington D.C., Washington D.C., Us

Washington D.C., Washington D.C., Us

• Developed a data-driven editorial process that leverages contact center, search, social, and web data to ensure all digital content anticipates customer needs, is audience-focused, and is written in plain language.• Championed a multi-touch point voice of the customer (VOC) program to gain a comprehensive understanding of the customer experience; collaborates with cross-functional team to distill insights into a prioritized roadmap.• Utilizes behavioral insights and a human-centered approach to write about complicated financial topics in a variety of formats (web, advertising, email, blog, and social media).• Collaborates with product managers, developers, legal, security, and policy staff to improve the digital experience.• Manages the development of a Drupal blog; writes requirements, manages design process, reviews wireframes and sprints, and engages in user and system testing.• Launched a social care service that handles more than 1,000 inquiries per month on social media; solicits and tracks customer feedback; engages the social media community around the topic of financial aid.• Delivers integrated media campaigns that generate more than 500 million media impressions and more than seven million media actions per year; drove a 209% increase in action rate and a 57% reduction in cost per action by identifying efficiencies in customer targeting and conducting A/B message testing.• Trains staff on plain language, user experience, and web analytics; facilitates journey mapping and user testing.• Leads a team of 4-10 contractors who support FSA’s digital engagement area (communications strategy, digital content, advertising, analytics, user testing, segmentation, and user experience); encourages innovation and collaboration amongst team members.• Supports leadership in contractual, budget, and workforce planning; provides contractor oversight; contributes to the creation of strategic plans, statements of work, position descriptions, and budget requests.

Washington D.C., Washington D.C., Us

• Assisted with the implementation of FSA’s digital engagement strategy; created and executed targeted, measurable digital communications plans that support the agency’s mission and align with FSA strategic goals. • Developed and maintained a data-driven social media editorial calendar; reviewed and edited the copy and creative elements of more than 120 social media posts per month to ensure content anticipates customer needs, is audience-focused, and is written in plain language.• Led FSA blog content strategy; developed a blog writing style guide; designed and delivered new author training; managed team of writers and editors; maintained project schedule in Microsoft Project; personally contributed regularly to the blog; drove a 300% increase in pageviews. • Co-managed FSA’s 563,088 member social media community on Facebook, Twitter, and YouTube; launched a social care service that handles more than 1,000 inquiries per month; trained team members to engage with customers and provide superior customer service; developed plain language standard responses; responded to questions and inquiries; escalated customer issues to subject matter experts and business unit managers; solicited and tracked customer feedback; actively engaged the social media community around the topic of financial aid, student loans, and financial education.• Planned, developed, and executed four multi-platform, audience-segmented online paid media campaigns per year with a combined annual media budget of $1 million; defined measurement goals and success metrics; provided creative and strategic guidance; analyzed campaign performance data in order to make optimizations; reviewed reports and presented results to senior leaders.• Coordinated Privacy, Technology, Communications, Customer Experience, and General Counsel’s offices to develop social media policies and guidelines on behalf of Federal Student Aid (FSA).

Washington D.C., Washington D.C., Us

• Drafted new media policy, guidelines and best practices in line with all government regulations.• Researched and implemented tools for measuring effectiveness and reach of new media presence.• Developed video, text and photo content to be published on Facebook, Twitter and Wordpress blog.• Led a group of 7 interns in creating an external website to promote the FSA internship program.

Washington, Dc, Dc, Us

Southlake, Texas, Us

• Developed and published content on social media profiles for companies in the hospitality industry using outlets such as Facebook, Twitter, Flickr and Panaramio.• Audited client calls to ensure high levels of customer service and track pay per click revenue.• Maintained media kit database to aid clients in reaching the appropriate demographic.• Tracked return on investment generated as a result of internet marketing initiatives using various social media tracking tools.

Washington, D.C., Us

• Member of a select 20-person team supporting the Dean of Admissions in managing a highly competitive university application process.• Lead information sessions and tours of the university for prospective students and their families.• Process applications from 20,000 prospective students, using Banner and Nolij software, to aid admissions directors in the selection process.

• Provided support to two Financial Planners managing client portfolios of $50 million.• Updated client portfolios to ensure that financial objectives are achieved and reflect market status.• Generated reports using NextGen and sent them to clients reminding about updating financial plans.• Assisted the Second Vice President in formulating instructions for using the software.

Boston, Massachusetts, Us

• Attended community events to recruit new members and translated basic Spanish to communicate with parents.• Used Kid Trax to monitor the comings and goings of the children to improve safety.• Assisted students in the completion of homework and lead enrichment activities.• Led tours of the facility for new members as well as donors.

Bba, Marketing And Business Economics & Public Policy

Certificate, Specialization In Design Thinking And Innovation

Education record

Education record

Human-Centered Design

Interaction Design