Provided personalized consulting services to non-profit organizations and small businesses such as:Content Creation: Wrote posts, articles, newsletters, communications materials, and material for social media channels.Social Media Marketing: Created, managed and grew the client’s presence through Twitter, Facebook, and other strategically relevant online properties.Events and Event Planning : Attended community events representing the clients. Planned and executed community events hosted by the clients.Public Relations: Managed incoming media requests and build relationships with community members and partners; create, execute and measure media campaigns.Community Relations: Responsible for customer support – answered questions however they came in (phone, e-mail, Twitter) and managed any online feedback forums such as Facebook, Twitter and Instagram.Communications/Marketing Strategy: Created strategic marketing/communications plans to provide direction for the company’s public-facing communications.Analytics: Used Google Analytics and/or other measurement tools to provide reports on metrics, and continually find ways to improve on those metrics through testing and new initiatives.Finance: Assisted clients with financial functions using QuickBooks (AR/AP, Billing, Donations).Administrative, marketing and communications projects.Program development & management.Fundraising & grant writing.Volunteer management & recruitment.

Head of Community for MicroHealth, a clinical-grade digital health company, helping patients and healthcare professionals succeed in hemophilia treatment. Content Creation: Wrote posts, articles, newsletters, communications materials, and material for social media channels.Social Media Marketing: Created, managed and grew the MicroHealth's presence through Twitter, Facebook, and other strategically relevant online properties.Events and Event Planning : Attended community events representing MicroHealth. Planned and executed community events hosted by MicroHealth.Public Relations: Managed incoming media requests and build relationships with community members and partners; created, executed and measured media campaigns.Community Relations: Responsible for customer support – answered questions through multiple channels (phone, e-mail, Facebook, Twitter) and managed any online feedback forums such as Facebook, Twitter and Instagram.Communications/Marketing Strategy: Responsible for creating strategic marketing/communications plans to provide direction for the company’s public-facing communications. Utilized Mail Chimp and social media platforms to initiate marketing campaigns.Analytics: Used Google Analytics and other measurement tools to provide reports on metrics, and continually find ways to improve on those metrics through testing and new initiatives.Community Manager, March 2016-March 2017

Managed the Chapter Services division of Western New York BloodCare, Inc. , a 501c3 non-profit organization serving an 8 county area of people living with bleeding disorders.Worked closely with Executive Director to design, implement and manage the Chapter Services division (A Chapter of the National Hemophilia Foundation) for WNY BloodCare (WNYBC).General Responsibilities:Responsible for communicating effectively with the Executive Director and Board and providing, in a timely and accurate manner, all information necessary for the Executive Director and Board to function properly and to make informed decisionsWorked with Executive Director to plan and the operation of annual budget, including budget preparation, analysis, decision-making and reporting.Planned, delegated, program development and task facilitationConveyed a vision of WNYBC’s strategic future to staff, board, volunteers and donors.Implemented fundraising strategies and donor relations unique to nonprofit sectorServed as WNYBC’s primary spokesperson to the organization’s constituents, the national organizations, the media and the general public. Reported to and worked closely with the Executive Director and Board of Directors to seek their involvement in policy decisions, fundraising and to increase the overall visibility of the organization throughout the state and the country. Supervised, collaborate with organization’s volunteer staff.Strategic planning and implementation. Oversaw marketing and other communications efforts. This included social media and communications management, content creation, marketing strategy. Reviewed and approved contracts for services. Other duties as assigned by the Executive Director and Board of Directors.Community Outreach/Patient Assistance: Managed various community outreach and patient assistance programs.Non-Profit Consultant, August 2011-February 2012

Medical | Oncology | Infusion

Infusion Procedure Center

Home Healthcare

Charge Nurse for Skilled Nursing Unit

Managed two separate technical support call center locations with a total of nearly 1,000 employees.

Managed the daily operations of a technical support and customer service call center (600 seats) providing support to customers for a Fortune 500 computer manufacturer. Responsible for nearly 800 employees. Reduced attrition rate and improved employee retention by 30%. Reduced absenteeism rate by 25% on average. Increased service level goals by 25% on average monthly. Implemented various reward and employee recognition programs.

Worked with the Operations Manager to develop and manage the Command Center for four call center locations for OnStar. Responsible for routing inbound call volume from OnStar subscribers to the four call center locations to ensure that calls were answered within established guidelines. The four call center locations received nearly 1,000,000 calls on a monthly basis. Managed a team of 20 command center analysts.

Managed the frontline technical support department for the largest independent broker dealer in the United States. Managed up to 100 technical support representatives provided end user support for 6,000 brokers using LPL Financial's proprietary software to perform trading activity and run their small business. The department handled an average of 60,000 inbound support calls monthly.