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.


Exemplary Experience

Palo Alto University.  December 2014 – present
Web Content Strategist (on contract)

:: 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
Customer Care Content Manager

:: 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
Director of Communications, Administrative and Resource Management

:: 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.

  • Conceptualize, write and art direct text and multimedia communications.
  • Conduct audience research and customer surveys.    
  • Ghost write for vice chancellor and other senior staff.

University of Cincinnati, Office of Admissions.  November 2004 - September 2007
Assistant Director of Admissions

:: 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
Web Developer/Editor

:: 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.


PlanetFeedback.com.  June 2000 - March 2001

Corporate Communications Manager

:: 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 .


Barbara Brady Public Relations.  January 1992 - 2012

Corporate Communications Consultant

Experience included, but not limited to:

:: Cincinnati Public Schools

  • Provide web development for K-12 school Web sites.
  • Support district and school marketing communication programs to increase enrollment.
  • Develop website templates in html and css based on designs created by the district graphic designer.
  • Consult with district webmaster on strategies for improving the overall quality of school websites.
  • Consult with school principals on marketing, messaging and web design for K-12 schools.

:: Adoption and Foster Care Unit, Children's Services, Hamilton County Job and Family Services

  • Increase by 50% the number of prospective parents prepared to foster or adopt.
  • Conduct a communications audit to assess the agency's effectiveness in recruiting families
  • Serve as liaison between the unit and agency’s public relations office.
  • Develop and implement newsletters, print and radio advertising, special events, media relations, community meetings and videos.


Education

:: Master of Education, University of Cincinnati, 2005

:: Bachelor of General (Interdisciplinary) Studies, University of Cincinnati, 1998, summa cum laude


Technology

:: 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