Sandra Le Email & Phone Number

Washington, DC, US

Washington, District Of Columbia, United States

Washington D.C.

• Lead and manage a team of four Digital Engagement Strategists responsible for customer service and outbound social content creation reaching millions of customers.
• Collaborate closely with contractors on multi-channel digital projects including outbound social media, infographics, videos, email marketing, and designs impacting website user experience.
• Track and analyze social media metrics to optimize performance and overall audience reach.
• Provide customer care and content expertise while serving on the virtual assistant (Aidan™) development team.

Washington D.C.

• Social media manager for FSA's Twitter, Facebook, and YouTube accounts (collectively over 620K followers).
• Oversee the outbound content creation from copywriting, editing, and creative recommendations.
• Provide customer service on social by answering an array of questions from common financial aid complaints to complex loan servicing issues that may require further research with policy experts.
• Daily use of a customer relationship management tool (Spredfast/Khorus) to reply, dismiss, label, and escalate inquiries. Handled over 6500 inquiries in 2018.
• Informs management of trends and issues by using analytics driven by the performance of outbound posts and inbound comments.
• Managed multi-platform digital paid media campaigns promoting topics such as FAFSA completion, student loan repayment, and awareness of federal programs or apps offered by the U.S. Department of Education.

Washington D.C. Metro Area

• Produce and manage multiple websites using HTML and WordPress.
• Design marketing collateral such as brochures, ads, and posters using Adobe InDesign and Photoshop.
• Update and improve social media outlets including: Facebook, Twitter, Flickr, YouTube, Tumblr, Pinterest, and Ustream.
• Manage online projects to comply with Smithsonian and federal guidelines.
• Regularly design and dispatch email newsletters to over 4000 subscribers.
• Conduct orientation and training workshops on social media best practices and creating email campaigns.

Washington D.C. Metro Area

• Manage the front end development and design of three major websites: Smithsonian Folkways, Smithsonian Folklife Festival, and Smithsonian Center for Folklife and Cultural Heritage
• Ensure websites adhere to style guidelines, browser compatibility, and user-friendliness.
• Code web pages in an ASP.NET environment using CSS (Cascading Style Sheets) and Microsoft Visual Studio.
• Design and code a quarterly digital Smithsonian Folkways magazine.
• Create and edit Flash features using ActionScript.
• Encode and embed videos on all three websites.

B.A., Individual Studies Program, Design And Visual Communications, General

Certificate, East Asian Studies