Materials developer/technical trainer/software tester Resume

SUMMARY

Lauren Confidential is a research analyst with 20 years of experience in multimedia marketing, message design and testing, and advertising.
At Confidential, She has supported the Population Assessment of Tobacco and Health (PATH) Study as a materials developer, trainer, and software tester.
On the large - scale Confidential, she supervised helpdesk operations and helped identify, resolve, and document IT issues encountered in the field.
She has also coordinated and conducted online and in-person training sessions and webinars and provided high-level editorial support for deliverables.
In earlier work, Ms. Confidential managed social media, designed advertising campaigns, wrote sales and brand messaging, analyzed data and metrics to improve response rates, and developed marketing materials.
She has experience with competitive intelligence, public relations, planning, and implementation of marketing plans across various types of media, including radio, television, in-person events, mobile messaging, print, and online.

PROFESSIONAL EXPERIENCE

Confidential

Materials developer/technical trainer/software tester

Responsibilities:

As part of a team, Ms. Confidential has developed instructional documents for new procedures and written scripts and PowerPoint presentations to train staff for each wave of field operations.
She reviewed the procedures manual (more than 600 pages) for style, consistency of message, timely updates of guidelines, and grammar.
She eliminated repetition by modifying the style of some pages and adding design elements to highlight key procedures and summary points.
Ms. Confidential also frequently serves on the testing team to ensure that software meets specifications and usability requirements.
She tests data entry software in English and Spanish.

Confidential

Helpdesk supervisor/testing team coordinator

Responsibilities:

Ms. Confidential managed a high-volume call center/support desk for thousands of field staff using tablet computers and networking equipment at schools.
She supervised more than 25 helpdesk agents, reviewing resumes and interviewing agents, signing and approving time off requests, timesheets, and SPS staff reviews.
She documented personnel issues and collaborated with SPS staff for disciplinary action, coaching, and release of staff.
She developed processes and guidelines, wrote training documents, resolved urgent problems with helpdesk agents, and wrote descriptions of IT and solutions.
She also documented IT errors and technical bugs so that programmers could reproduce and investigate the issues.

Marketing Manager

Confidential, Rockville, MD

Responsibilities:

In the role of marketing manager, Ms. Confidential managed all phases of online, telephone, and event marketing.
She was responsible for social media and search engine marketing and optimization; a high-volume email marketing program; and product positioning efforts, market research, messaging, and go-to-market promotions strategy.
Ms. Confidential wrote, designed, and managed advertising buys and planned A/B split testing, which included several outbound messages with different landing pages, rotating photographs, changes to target audiences, and design variations.
Using detailed metrics, she determined the best communication methods to meet campaign objectives.
Ms. Confidential also planned the transition of a website to a content management system, using search engine optimization best practices for content siloing, linking, and keyword optimization.
In addition, she managed database cleaning.

Senior Account Manager, Trainer and Marketing Director

Confidential, Gaithersburg, MD

Responsibilities:

As a senior account manage and marketing director, Ms. Confidential analyzed data and metrics to improve marketing campaign performance for customers.
She also served as marketing officer for the company and executed email and social media marketing programs.
She wrote marketing materials on how to best reach target audiences, including headline best practices, design rendering, A/B testing, email optimization, and copywriting for increasing open rates and response rates.
Ms. Confidential provided technical training and client support, presented webinars and web training sessions, and developed best practice guides and webinar programs on achieving better response rates using email marketing integrated with social media and CRM.

Senior Product & Program Manager

Confidential, Rockville, MD

Responsibilities:

Working as a senior manager, Ms. Confidential managed product marketing, project management, event planning, and product launches.
She wrote and managed a large-scale online advertising program to generate sales leads.
She alsoShe created and delivered training presentations on new product launch messaging and managed sales collateral development.
In addition, Ms. Confidential conducted focus groups for message testing and brand identity inventory.
She wrote creative briefs to direct advertising development and also wrote headlines and calls-to-action.