SUMMARY:

• Over 18 years of experience providing online customer interaction strategy, call center support, website UI design, on - page SEO, SER, online marketing, and social media implementation.
• I am a strategic and tactical thinker with a focus on customer engagement, brand positioning and business objectives.
• I am passionate about problem solving, improving the customer experience and reducing business expenses with an in-depth understanding of interaction design.

• Agile and waterfall Project Management,
• Customer Engagement Analytics,
• Operational Cost Reduction,
• Social Media Strategy,
• User Experience Design,
• Website Analytics, Online Self-Service Strategy,
• Wireframes,
• Business Requirements Documentation,
• Website Content Management and Search Engine Optimization.

TECHNICAL SKILLS:

Interwoven TeamSite: CMS, Google AdWords, Google Analytics, Photoshop, Dreamweaver, Adobe Omniture / SiteCatalyst, TeaLeaf, MS Office, MS Project, iPerceptions, Omnigraffle, Visio, and Axure

Light coding capabilities include: HTML and CSS

PROFESSIONAL EXPERIENCE:

Agile Product Owner

Confidential

Responsibilities:

• Collaborate with product managers, IT, compliance, release management, marketing and design resources to enhance and/or edit the online / mobile interfaces to support new features and products
• Partner with key stakeholders, product managers and user experience teams to develop backlog stories, prioritize the list of backlog items and act as the subject-matter expert (SME) for all products
• Create weekly, monthly and quarterly presentations for SLT and contribute to the annual roadmap to make enhancements that improve the client experience and drive results
• Develop detailed business requirements, acceptance criteria, wireframes and prototypes to obtain LOE (level of effort) estimates and to serve as structure for the functional requirements documentation
• Identify segmentation strategies to improve customer engagement/experience

Digital Experience Strategy and Customer Engagement

Confidential

Responsibilities:

• Exceeded search engine ranking expectations on Google, Yahoo, and Bing for 80% of campaigns resulting in 50%-70% renewal of client campaigns
• Established SEM web / Social Media strategy that increased site traffic and visitor engagement 220%
• Created custom SEO strategies that include keyword and competitor analysis, mapping of keyword-ranking strategies, writing of geographic and keyword-specific titles and metas, creation of new pages and link-building
• Design, implement and manage online marketing programs focusing on building awareness enhancing website user experience, and driving conversions and customer acquisition

Director of 2.0 Community Development

Confidential

Responsibilities:

• Provided strategic online marketing and community development services with a strong focus on user-centered experience design, building brand awareness and driving customer acquisition
• Worked closely with account managers and business development to secure new business and growth of existing accounts
• Engaged customers and prospects via social media channels to build a strong community around my clients branded community, analyzing relevant metrics to drive UI improvements and ROI

Director of Project Management

Confidential

Responsibilities:

• Managed a team of 5 Project Managers, and 3 Developers to produce and deliver interactive projects and online marketing campaigns. As the Director, I was accountable for overall direction, coordination, execution, budget and completion of projects/programs ensuring consistency with agency strategy and client goals.
• Facilitated the definition of project scope, goals and deliverables
• Defined project tasks and resource requirements
• Conducted weekly one-on-ones with PMs to ensure project scheduling, manage scope creep and report on project status to all stakeholders

VP Corporate Internet Group

Confidential

Responsibilities:

• Managed the redesigned, testing and implementation of the online help section of Bank One’s B to C website. The implementation facilitated a 17% reduction in contacts and an 8% increase in the customer’s ability to self-service.
• Developed functional requirements, conceptual UI designs, use cases and detailed requirements for consumer site projects and enhancements
• Acted as the liaison between analytics, product management, engineering, business intelligence and call centers staff
• Managed project status and information in the form of formal briefings, project update meetings, and written, electronic, and graphic reports

Director of Business Solutions E-Production

Confidential

Responsibilities:

• Managed the online integration of health insurance plans along with ensuring content compliance. My department’s efforts increased online sales by 130% through enhanced product integration and streamlining the subscription flow.
• Provided day-to-day management of the consumer-facing website and microsites, including integration, co-branding and reporting of third party health insurance products
• P rovided direct supervision, support, training and mentoring to project managers and QA departments
• Collaborated with marketing on all search engine marketing efforts, affiliate programs and call center support scrip

Director of Interactive Production

Confidential

Responsibilities:

• Responsible for planning and executing web projects, banners, websites, email campaigns and online media placement. Managed small teams of developers, defining their approach, allocating work and owning the quality of the final deliverables.
• Worked with account managers to create online/web strategy that defined value proposition, segmentation, content, user experience, online partnership opportunities and retention requirements
• Created project plans, including detailed timelines of all tasks and resources
• Managed project schedules and budgeted hours to ensure projects remained on target and within budget

Multimedia Specialist

Confidential

Responsibilities:

• Designed and developed interactive multimedia, presentations, training programs and publications for a variety of government initiatives. This included the creation of online simulations, browser - based references, and websites.
• Transitioned the film based lab to a full digital lab including the creation and management of a digital asset library
• Authored military training DVDs, and provided photojournalist content for government publications and websites