Resume
Writer and communicator with extensive experience in the website hosting and PaaS fields.
Work Experience
Customer Communications Manager
Kinsta — Los Angeles, CA July 2024 to Present
- Maintain the quality and effectiveness of email communications and text for our client interfaces.
- Write and manage monthly client newsletter.
- Management of client outreach via onboarding and anniversary messaging and surveys.
- Research and reporting for a wide range of teams.
Customer Operations Manager
Kinsta — Los Angeles, CA October 2020 to July 2024
- Increased the quality and effectiveness of email communications, newsletters, and text for our client interfaces.
- Improved the client experience and exceeded their needs while remaining focused on the smooth and effective internal operation of Kinsta’s client-facing teams.
- Research and reporting for a wide range of teams.
- Member of the Diversity, Equity, Inclusion, and Belonging (DEIB) team.
AI Chatbot Trainer
Data Annotation Tech — New York, NY August 2023 to Present
- Artificial Intelligence chatbot response evaluation and comparison.
- Prompt writing.
- Response writing.
Writer (Blog, Site Hosting Tutorials, etc.)
GreenGeeks — Los Angeles, CA December 2018 to October 2020
- Modernized and improved hundreds of tutorials and blog posts (mainly for WordPress and occasionally other CMS).
- Rewrote and updated articles in the customer Knowledge Base.
- Improved formatting, SEO optimization, and graphics.
Director of Communications
Host Collective — Pasadena, CA June 2010 to February 2018
- Established and maintained the overall message, tone, and voice for three hosting brands: DiscountASP.NET, Winhost, and Everleap.
- Wrote all educational, informational, press, and promotional materials.
- Created and nurtured a culture of honesty, transparency, and clear, compelling, jargon-free communication.
Operations Manager
Host Collective — Pasadena, CA May 2006 to June 2010
- Streamlined and restructured support and billing departments, managed build-out of new office space and company move.
- Wrote educational, informational, press, and promotional materials.
Skills
- Exceptional customer and corporate communication.
- Explaining technical issues to a mix of technical and non-technical users.
- Facilitating internal communication between disparate groups.
- Blog, newsletter, and social media content authoring and management.
- Community management (forums, groups, live events).
- Compliance with requests from governmental agencies for data and data preservation.
- Crisis management and communication.