San Diego, California, United States
- Answering over 15,000 emails for all support-related queries and manage the relationship with our 3PL site for purchasing, processing, delivery, and return processes of over $4m in product. - Guided and managed brand voice in all external communications including persona-based landing pages, email, investor updates, etc. - Creating lifecycle marketing campaigns and go-to-market content to optimize customer LTV while strategically A/B testing to grow revenue 3X in < 3 years. - Spearheading projects that support and incentivize our customers to purchase (live chat, helpdesk, personalized tracking pages, and reviews to the revamped site), helping us reach $1m in revenue for the first time in 2021. - Improved QS SOPs and return protocols to reduce quarantined gear by ~90%
Additionally, I worked on a team of three editors to provide copy edits, revisions, and general guidance to 15 writers.
Wrote, researched, and edited weekly articles based on pre-game locker room interviews. Highlights include: Nicolas Batum, Dario Saric, Luke Kennard, Mario Hezonja, Caris LeVert, Jarrett Allen, Bogdan Bogdanovic, Willy Hernangomez, Dillon Brooks, and Trey Burke.
- Managed a team of 15+ writers with the day-to-day responsibilities of covering the team. From live-tweeting, game recaps, in-person coverage, or injury reports for YES Network-partnered blog that has covered the Nets since 2012. - Edited copy, developed social media strategies, and mentored the group of writers. - Promoted to Managing Editor after four years as a regular contributor.
- The Brooklyn Game is a YES Network-partnered site that strives to be the premier source of news on all things Nets. - Started as a general intern in the fall of 2012, during the Nets' first season in Brooklyn, doing a little bit of everything, From tweeting, writing articles, and putting together news reports. - Covered events like the Orlando Summer League, 2015 + 2016 Drafts, and NBA Playoffs.
All things content at CoachUp – writing, editing, creative, social, and marketing. - Created and managed the content hub – CoachUp Nation – growing blog sessions by 70% YoY - 99k (2015) to 168k (2016). - Managed a team of 20+ writers and executed on strategies and tests to grow traffic, engagement, and customize content, growing traffic by over 50% since the site launched. - Leveraged Google Analytics to drive traffic to the website and cultivate an ever-growing community of athletes, coaches, and parents through youth sports and strategy articles. - Created, edited, and wrote over 300 articles for CoachUp’s resource center, blog, and, most recently, CoachUp Nation. - Developed marketing campaigns to drive brand awareness and client acquisition, including the #CoachUpWay campaign, which generated 350 unique submissions of athlete success stories. - Grew all social media channels – with 20% Facebook, 58% Instagram, and 15% Twitter YoY growth in followers. - Managed a 30+ student internship program across three departments and oversaw their work products and hours.
- CoachUp is an online marketplace for private sports coaching and we connect athletes, schedule lessons, and collect payments. - Customer Service via email, phone, or SMS, employing a variety of problem-solving skills involving refunds, credits, and human interaction. - First line of defense + key learner in the areas where the company is doing well or could improve.
- Hired to write and edit articles for their Training Center, photoshoots, and various other projects. Edited 200+ sports articles in the span of ten weeks.