SUMMARY
I enjoy partnering on projects and with companies where excellence is valued, learning is the main objective, and creativity is encouraged. My background, which extends over 9 years, includes Travel & Financial Services industry experience with a social media analytics focus. 
 

SKILLS

  • Social media management, monitoring, analysis & reporting
  • Community management, content strategy, moderation, analysis & reporting
  • Multi-channel campaign management
  • Experienced with social media CMS including Lithium and Sprinklr (certified administrator)
  • Understanding of social media analytics tools such as: Omniture, Google Analytics, Twitter Analytics, Facebook Insights, Pinterest Analytics and YouTube Analytics
  • Familiarity with HTML & CSS, SEO best practices
  • Experienced with Photoshop & MailChimp 
  • Business experience with regulated industries, retail and non-profits

EXPERIENCE

Travel Community Manager, BarclaycardUS
2014 - present

  • Manage BarclaycardUS’ online Travel Community, directing everything from the editorial calendar to the monthly newsletter, super-user cultivation to vendor management
  • Responsible for community analytics and reporting for the entire community team
  • Implemented moderation tactics which reduced award costs by 86% - representing ~$90K in savings Y/Y
  • Directed a multi-channel cardmember influence campaign during critical product changes, resulting in a 85% reduction in negative sentiment with zero complaints on the date of launch
  • Executed a “quick win” social media campaign which increased member entrances by 16% while realizing a reduction in costs of $1.35 per engagement vs. previous campaign
  • Developed community super-user strategy targeted toward existing digital influencers active within online community

Associate Director,  Social Media, Springleaf Financial
2014

  • Head of Social Media for one of the nation’s largest consumer lending businesses, responsible for social media strategy and improving the company’s digital presence and reputatio
  • Critical partner for online reputation management, implementing campaigns to raise positive sentiment, increasing CreditKarma ratings from 2.0 to a 4.0
  • Reduced social customer care response from 8 hours to 2 hours by building stronger partnerships with Legal & Compliance teams and providing continuous training on the Sprinklr platform (our social media management system)
  • Launched a social awareness & acquisition campaign, increasing the company’s fan count from 800 to +11,000 in under 30 days
  • Developed comprehensive Social Media Monitoring dashboard & reporting, praised by the CFO and Executive Vice President of Capital Markets for its insights

Social Media Analytics Manager, AAA Club Partners
2011 - 2013

  • Social Media Analyst for the 4th-largest AAA Club, moving to an expanded role in 2012 for the holding company - 2nd largest in the federation
  • Managed a remote team of seven Social Media Leads and was the sole analyst
  • Educated National team on Social Analytics best practices
  • Increased workload from reporting on 7 social media assets to nearly 50 with minimal disruption to delivery, eventually reducing reporting delivery time from 30 days to 4 days over the course of 6 months
  • Travelled to Clubs across the U.S., championing the CoE social media strategy and providing executive reporting

Social Media Analyst, AAA Mid-Atlantic
2011 - 2012

Social Media Specialist & Travel Community Manager, AAA
2009 - 2011

 


CERTIFICATIONS

2014, Sprinklr
Certified Systems Admin

2010, Human Factors International
Certified Usability Analyst


AWARDS

Values Recognition - Collaboration
BarclaycardUS
December 2015

Digital Customer Excellence Award - Marketing Champion
Lithium Technologie
June 2015

Author, Blogs You'll Love To Read
AOL
2008