Digital Operations & Strategy – Web Analytics – SEO – Customer Experience
SUMMARY
Digital marketing strategist with a focus on website analytics, social media strategy, website operations, technical on-page SEO, PPC, and customer experience. I have more than 15 years in the digital marketing and operations field and am a master at optimizing websites for better usability and discoverability.
SKILLS
| Digital | Strategy | Technical | Customer Experience |
|---|---|---|---|
| Google Analytics/SEO, Local SEO | Business & Strategic Planning for Digital Initiatives | WordPress, HTML, Adobe Creative Cloud, Office, MAC, PC | knowledge of customer database architecture and analytics |
| Social Media/Content Strategy | Creative Problem Solving & Research | Audio/Video Editing, Podcasts & Business Videos | FAQ Writing/Forum Moderation/Social Media Customer Outreach |
| Paid Search (AdWords, Social Boosting) Marketing Strategy | User Experience & Website Operations | Basic Graphic Design Skills and UX Design (Adobe Creative Suite Proficiency) | Zendesk setup / management |
EXPERIENCE
SEO Consultant & Website Creator, Self – Chicago, IL
January 2017 – Present
Create mobile-friendly websites with an emphasis on strategic information architecture and on-page SEO. I also write copy, consult on social media strategies and other digital marketing strategies. Client list and references available upon request.
Director of Customer Care & Web Analytics, Digital Health Company – Chicago, IL
June 2015 – June 2017
Worked closely with the Founder & CEO from the company’s inception on formulating a plan for customer experience and web analytics strategy that would create a comprehensive story of a customer’s journey and using that information to drive UX and product development.
Accomplishments:
- Implemented customer management platform (Zendesk)
- Wrote FAQs for the online help center
- Implemented Google Analytics/Google Tag Manager after determining website goals and KPIs with key stakeholders
- Worked with developers on requirements and UX flows and conducted UX testing
- Assisted editor-in-chief in ideating editorial content for bi-monthly issue releases and social media posts
- Assisted with strategic partnerships with companies and bloggers
- Assisted with ideas for URLS, page titles, and page keywords in content documents prior to delivery to developers
Sr. Web Operations Manager, National Council of State Boards of Nursing (NCSBN) – Chicago, IL
September 2008 – May 2015
Maintained and supported NCSBN Websites (1.9+ million annual visits), analyzed web traffic to provide actionable insights. Developed and managed company social media best practices and policies and used the organization’s social media accounts to communicate with public users and market online courses. Provided top quality customer support to members, staff and end-users.
Accomplishments:
- Managed relationships with technology vendors and developers
- Analyzed & reported web stats for multiple departments using Google Analytics, made meaningful recommendations
- Coordinated customer experience, maintained FAQs and support documentation
- Wrote scripts and created storyboards for help videos and online tutorials for online products and applications
- Executed digital (PPC, SEO, Content + Social) and print marketing strategies
- Managed website and mobile app upgrades and enhancements
- Wrote web content following SEO best practices
- Recorded, edited and published bi-weekly interview-style podcasts
- Wrote business plans to support new digital initiatives, conducted competitive analysis and market research
- Established a new brand presence in emerging social media properties, executed promotions and contests
- Created and managed B2C social media content, managed editorial calendar
- Provided strategy and direction for social media across departments
E-Learning Associate Producer, National Council of State Boards of Nursing – Chicago, IL
Promoted
Accomplishments:
- Grew the online product portfolio by 300%, increased website traffic by 86% and drove a 90% sales increase
- Created new course features in response to customer feedback
- Provided customer support for all online users, sole sales and support person for all online users
- Created online demos/simulations, including voice-overs and interactivity
- Produced 100+ streaming videos of corporate events and 39+ online courses representing $10.3 million in revenue
- Managed online community and social media strategies, including community forums, blog posts, poll questions, contests, online promotions and email newsletters, resulting in increased interactivity and “word-of-mouth awareness”
- Wrote website copy resulting in a consistent organic top 3 ranking and clearer communication of product benefits
- Implemented and managed PPC accounts averaging a 5% conversion rate resulting in a $98,000 increase in sales
EDUCATION
The University of Arizona – Tucson, Arizona, BSBA – Double Major: Marketing & Entrepreneurship. GPA 3.8/4.0.
Accepted into the renowned McGuire Center for Entrepreneurship; Recipient of Berger Entrepreneurship Award of Excellence (awarded to Top 5% of business school undergraduate students).
Additional Professional Training/Continuing Education:
- Art Institute Graphic Design curricula
- Google AdWord/Analytics/Optimizer training
- Non-linear digital editing course by Chicago Filmmakers Guild
- Industry trade show attendance such as Web 2.0, Adobe MAX, Streaming Media West and Confab
- Completed a Train the Trainer Course for online technical training
- Ongoing online classes at udemy.com, webcasts and local meet up groups
Technical Skills:
Hootsuite, Adobe Creative Suite, Production Premium Suite, HTML, CSS, Flash, Illustrator, Premiere, InDesign, Adobe Media Encoder, Final Cut Pro, Digital Video Editing, Mac/PC Formats, Experiential Knowledge of Multiple CMS including WordPress.
Affiliations:
- American Marketing Association (AMA)
- Digital Analytics Association