Attributes & Skills
:: Customer-first attitude with excellent problem-resolution skills.
:: Exceptional written and oral communication, analytic and creative-thinking ability.
:: Experience implementing technology solutions for customer relationship-building and strategic communication.
:: Extensive experience in marketing communications, public relations, writing, and editing.
:: Experience managing and motivating technical, creative and student staff members.
:: A keen eye for aesthetics and experience in concept development, graphic design, photography, typography and Web design in service of institutional vision.
Palo Alto University. December 2014 – present
:: Consult with academic and administrative offices on web content strategy.
:: Write original web copy and edit existing pages.
:: Select and edit photos and other visual design elements.
:: Develop web pages using Palo Alto University's web content management systems.
:: Optimize web pages for search engines
Soundhawk Corp. August 2014 – November 2014
:: Research, create and maintain Help Center knowledgebase for customer self-service.
:: Analyze product behavior and consumer interaction with product to help customers get started in a new product category.
:: Develop training and internal reference materials for call center team.
:: Create step-by-step troubleshooting guides and instructions.
:: Evaluate customer feedback and search terms to enhance search relevance.
:: Handle customer email inquiries.
University of California, Davis. October 2007 – September 2014
:: Plan and implement communication strategies for diverse business services, including buildings and grounds, finance, and public safety.
:: Consult on communication strategies and provide implementation support for senior managers.
:: Implement and manage knowledgebase for facilities customer service as well as web content management systems for multiple operating units.
University of Cincinnati, Office of Admissions. November 2004 - September 2007
:: Plan and implement communication strategies for prospective student relations and admissions marketing, leading to record enrollment in the 2004-6 academic years and record applications and confirmations for fall 2007-08.
:: Implement and manage third-party prospect management system (Hobsons EMT), including data integration with the university’s student record system, information mapping, content development for personalized student Web pages and e-mail communications, as well as reporting, market analysis and user training.
:: Provide advising services and customer support to prospective students and families.
:: Manage production of all major admissions print materials, e-media and websites.
:: Write and edit admissions correspondence to students and ghost-write for senior managers.
:: Develop audience segmentation criteria, purchase mailing lists and manage database of more than 250,000 prospective students for direct marketing via e-mail, print and telecounseling.
:: Ensure compliance with institutional branding, graphics and messaging standards.
:: Deliver admissions presentations to students, parents and guests, and give campus tours.
University of Cincinnati, University Relations Division. August 2001 to November 2004
:: Develop online and print communications for the university and serve as consultant and project manager for university departments utilizing in-house creative services.
:: Manage content of all top-level pages of the University of Cincinnati website.
:: Participate in research, planning and implementation of the university's first comprehensive web content management system.
:: Train content management system users.
:: Research and write the University of Cincinnati virtual tour.
:: Write and edit Web and print versions of key university publications, including college bulletins, program descriptions, the university Viewbook, etc.
:: Consult, plan and produce communications for academic and administrative units across the university, including audience research, planning, creative concept development, writing and editing on a wide range of topics for print, web and electronic media.
:: Develop and implement communications strategy and corporate messaging for start-up company focused on online consumer feedback and customer relationship management.
:: Serve as media contact, research and coordinate stories for trade and consumer media, screen consumers to participate in local and regional feature stories.
:: Write speeches and presentations for the CEO.
:: Prepare marketing materials, consumer and investor newsletters, customer service correspondence and sales presentations .
:: Cincinnati Public Schools
:: Adoption and Foster Care Unit, Children's Services, Hamilton County Job and Family Services
:: Master of Education, University of Cincinnati, 2005
:: Bachelor of General (Interdisciplinary) Studies, University of Cincinnati, 1998, summa cum laude
:: Web content management systems, including Drupal, Plone, Cascade, Weebly, Wix, BuzzR, Hobsons EMT Connect
:: CRM/Knowledgebase systems, including Zendesk Help Center. Knowledgebase Pro,
:: Basic HTML and CSS
:: Adobe Creative Suite, Microsoft Office
:: Digital SLR photography