United States
Passionate about helping people, nurturing communities and developing meaningful connections with customers. Champion of authenticity and transparency.
Supporting Buffer customers and the Advocacy team.
Working to deliver excellent support and education to Buffer’s 1m+ customers. Working with the best team on the planet.
When Topcoder was acquired by Appirio, I was given the opportunity to manage the content strategy and member engagement of the entire Topcoder platform. Accomplishments listed below. ---Community Engagement Strategy & Analysis--- - Identified key initiatives and managed several projects impacting member growth and empowerment of over 1 million members - Researched and provided comprehensive user experience data and journey maps to UX and dev teams, impacting site design and core incentive models - Fostered trust and communication by connecting stakeholders and community members through a 12-month advisory program and new change management standards - Increased new member engagement and conversion through robust onboarding - Established a unique hybrid-NPS model, soliciting community feedback and user satisfaction reliably each week - Executed engagement programs spotlighting members and customer programs on the platform - Developed and published a forum “Code of Conduct” and associated internal support standards - Mapped and validated crucial business processes for internal alignment ---Content Strategy & Management--- - Developed the web content strategy for the new platform in Wordpress - Created editorial guidelines, calendars and requisition processes - Wrote, edited and published regular blog posts - Managed large content migrations to the new platform which included auditing all content areas, reformatting/recoding, proofing and editing articles and pages - Wrote and edited 40+ articles and managed the overall front-end implementation of a new Help Center platform in Wordpress - Researched, wrote and implemented a new Onboarding Guide for new members
- Product owner of the design community of Topcoder, conceptualizing and managing new features, platform tools and programs - Managed social engagement, with more than 2,000 forum posts directly solving problems and empowering members - Developed key process strategy and documentation - Governed competition rules and account policies, upholding the competition integrity - Developed robust training and certification programs for both members and staff - Analysed and reported fulfillment trends; managed pipelines - Guided clients on best practices for maximum success - Developed and managed the yearly on-site tournament challenges and procedures for the design track
- Created wireframes and UX layouts based on client specification - Coded finalized concepts into an HTML prototype for the client’s review and approval - Provided progress reports, timelines and milestone updates - Worked with pre-sales staff to develop graphical prototypes of new technologies offered by Topcoder
- Conceptualized and developed new network websites - Redesigned and helped implement a complete fresh look for the entire network - Designed and developed the newest iParenting Media company brand, iParenting Media Awards, including website, product winner seals, collateral, and promotional items - Created iParenting brand collateral - Conceptualized magazine covers, TOC and other layout elements for new iParenting magazines, published by Highbury House Communications - Coded (HTML) and produced fully functional sites and large features across the network
- Managed 21 content departments in the national print publication Baby Years Magazine and nine departments in Pregnancy Magazine - Wrote feature cover stories, fillers, news articles and shorts for both magazines - Managed multiple sites on the online network, including the flagship site Pregnancy Today. Tasks included community engagement, community programs, creating and maintaining editorial calendars, writing weekly main-page copy, news features, fillers, quizzes, calendars and other features to educate our large community. Solicited and edited numerous stories and diary entries submitted by community members - Managed a team of freelance writers and contributing editors. Assigned and edited multiple cover stories, features, articles, columns, expert Q&A and anecdotal stories - Developed editorial employment criteria and helped hire and train new writers and editors - Wrote large "dailies" consisting of tips, quotes, information and advice for parents for every day of the year. Dailies ranged in size from 3,000 to 60,000 words - Created and taught a five-week online parenting course for our community with more than 30 lectures and 25 detailed handouts, detailed assignments and message board interaction
• Researched health topics and interviewed experts to write parenting articles published throughout the network • Contributed feature articles meeting regular deadlines • Provided editorial calendar ideas and topics