Résumé

Created FAQs and standard support replies for site from launch date through three redesigns.
Designed tools for inbound email handling and reporting for support channel inquiries.
Using inbound tickets, liaised with developers for QA on technical tickets over multiple sites.
Generated weekly reports for support channel with actionable data points for stakeholders.
Internal communications liaison for digital, film, publishing and social action arms.
Created replies to email inquiries to all business units (film, digital, social action, agency).

Created responses and handling protocols for average 10K/year.
Identified issues affecting print and online operations via direct consumer contact.
Maintained relationships, resolutions with 3rd party vendors, content providers and partners.
Content manager for games.latimes.com. Site grew to 500K/week traffic at this time.
Created licensing and permissions agreements for LAT Reprints business unit.
Created indexes for new titles in the LA Times Books business unit.
Performed public research for fee-based research service Times on Demand.
Backend support for inbound management tools, pay wall, and weekly newsletter.

Created first inbound email support strategy for latimes.com and LAT Archives.
Beta-tested and selected first-generation inbound email tools for LAT Archives.
Managed first-generation e-commerce solutions for LAT Archives and Times on Demand.
Performed public research for fee-based research service Times on Demand.

MFA, California Institute of the Arts

BA, California State University, Long Beach

Overtonality