Experience

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  Frontwave Credit Union

  • United States
  • Financial Services
  • 100 - 200 Employee

  • Digital Banking Product Manager

    • Apr 2024 - Present

  • Digital Channel Specialist

    • May 2018 - Apr 2024

    Responsible for day-to-day operations and activities, strategy, planning, and management of Frontwave Credit Union’s online/mobile banking applications and website.• Manage vendor relationships and project collaboration with online banking services and programs while ensuring exceptional customer service and compliance with Credit Union policies, procedures, and processes.• Supervise eBranch Coordinator tasked with member support and operational functions of the Online Banking department. Coordinate workflow, assign tasks, and monitor efficiencies to ensure deadlines are met and service levels are attained. • Team lead for Online Banking Experience Team, a cross-functional team focused on identifying and collaborating usability and functional enhancements to the online banking experience.• Recommend and implement efficiency and productivity improvements without compromising service quality. Evaluate documented resolutions and analyze trends for ways to prevent repeated problems. • Develop team members through coaching, mentoring, and training. • Research and recommend enhancements for online banking and website content and user experience.• Build strategic roadmaps for digital banking and website.• Update and maintain KPIs for monthly marketing and board reports.• Collaborate with cross-functional teams across the organization to identify opportunities for user experience enhancements and innovation, initiating and leading projects from conception through implementation.• Manage all content strategy and updates for website and online/mobile banking.

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  National University System

  • La Jolla, California

  • Web Strategist | Project Manager

    • Jul 2016 - May 2018
    • La Jolla, California

    Cross-functional team lead for web development projects from initial concept and strategy through launch. Manage development and workflow of content, site architecture, design and UX updates for 17 National University System affiliate websites built in Wordpress and ColdFusion, including National University, John F. Kennedy University, NU Virtual High School, National University System, NU Academy Programs, Sanford Education Programs.• Meet regularly with web development and brand leadership teams to review, prioritize and schedule all web projects. Develop strategies for new sites or improvements to existing sites based on business needs of each affiliate. Develop and deliver requirements to web development team, managing workflow and acting as point of contact with marketing through project development cycle.• Lead development, design and testing strategies for new websites and site enhancements to improve UX and increase online lead generation (CRO).• Manage web team, including SEO specialist, Content Manager, Web Designer and Wordpress Developer.• Major website projects launched 2016-17: National University System, NU Virtual High School, NU International (multi-language site), JFKU blog, Precision Institute micro-site and blog, NU Scholars micro-site, NU Academy program websites (NU Academy, NUA Homeschool, NUA Dual Language Institute, NUA 1001 STEAM).• Managed projects focused on development of new landing page templates, new academic program finder functionality and UX (nu.edu); major college realignment project; implementation of testing protocols; development and implementation of content and UX improvements to existing sites.

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  Aquent

  • San Diego, CA

  • Web Manager | Strategist | Email Developer | Consultant

    • 2006 - Jun 2016
    • San Diego, CA

    Provide project management, e-commerce strategy, web development, creative, content management, marketing, email design/development and production services to a variety of clients, on- and off-site. Successfully manage responsibilities as a telecommuter, staying in touch with clients via email, IM and teleconference. Past clients: UCSD, Gemological Institute of America, Elsevier, Freight All Kinds, Welk Resorts, National University System.FEATURED ASSIGNMENT: E-Commerce Strategist/Sr. Channel Mgt. Consultant, VERIZON.com2013-2016Managed 50+ marketing landing pages for Verizon Fios TV, Internet and Phone consumer acquisition segment, responsible for generating $200M in annual revenue. Position required strong time management and communication skills, as well as knowledge of digital marketing strategy, user experience, web design, content development and management, offer database, segmentation and personalization to create highly optimized digital experiences.• Provided expertise and leadership as part of a cross-functional team supporting multiple marketing and offer strategy teams. Regularly met with internal/external teams to identify new landing page needs and ongoing support of existing pages.• Developed and managed dynamic regional, segmentation-specific offer matrix as it relates to marketing tactics. Communicated project development schedules, creative direction and technical requirements to design, content, personalization, offer database, and development teams. • Tested all content updates in pre-production and production environments, troubleshooting and communicating issues promptly and clearly to the content management and IT support teams.• Reviewed traffic/sales performance indicators, developed and implemented test cases to improve page performance. Monitored sales KPIs, analyzed and shared campaign metrics with management and marketing teams.• Strategic project lead for development of responsive MLP templates and content widgets.

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  The MarketBuilding Team

  • San Diego, CA

  • Partner | Web/Digital Strategist | Front-End Developer

    • Mar 2005 - Dec 2014
    • San Diego, CA

    Managed web and other digital projects for strategic marketing agency. Worked with a wide range of clients across multiple industries: entertainment, landscape design, counseling, real estate, construction, fundraising, travel, fine art, home goods, insurance, health care, legal, finance, biotechnology, dental, non-profit, hospitality, transportation, publishing, online gaming, and manufacturing.• Built 50+ W3-compliant websites using HTML, CSS, Javascript libraries. Developed and maintained Wordpress sites, Maintained/updated ASP, PHP Joomla sites. Developed sitemaps, wireframes, and mockups. Design, coded and launched e-mail marketing campaigns. Project-managed large website projects developed with third-party vendors.• Managed e-commerce databases; monitored KPIs for optimization opportunities.• Provided creative/editorial direction for direct marketing, publicity, sales promotions, strategic planning, and search engine marketing.• Developed and produced multiple email marketing campaigns on an ongoing basis. Responsible for design, layout, copy editing, coding and monthly delivery of email campaigns; monitored email analytics to optimize campaign results.• Co-managed all aspects of agency business; built and maintained client relationshipsRecipient of Rotary International District 5340 Publicity Award for "Outstanding Web Site," 2004-2005.

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  Capital One Auto Finance

  • San Diego, CA

  • Creative Services Project Manager

    • Nov 2003 - Mar 2005
    • San Diego, CA

    Managed workflow of all advertising and customer communications projects for Marketing Communications department, including Web site development and promotions, customer communications, email, print advertising, direct mail, search engines, loan packages, business development and partner promotions.• Assigned resources, (graphic designers and copywriters); managed timelines and banking compliance reviews, resulting in on-time delivery of 20-35 creative projects every month.• Developed new and effective workflow processes and procedures that increased efficiency of creative team, resulting in early or on-time completion of 98% of 270+ projects in 2004.• Determined scope and resource requirements for all projects. Created and maintained detailed master production schedules. Ran weekly production meetings. Reported regularly on project status and scope changes via e-mail and meetings to creative services team, management, partner managers and IT project managers. Interviewed freelance creative staff and made hiring recommendations to Creative Director.• Subject matter expert on use of Adobe Acrobat for project review process: implementation of new methodology reduced project review cycle time by 20%, allowing more time for creative development and production.

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  Gateway

  • Online Marketing Program Manager

    • Jul 2002 - Oct 2003

    Responsible for product placements and promotions on 370+ Web pages weekly for Gateway.com, a $400M e-commerce Web site offering over 8,500 computer, electronic and software products. Synthesized and analyzed Web site traffic and sales metrics. Created integrated messaging, merchandising, and site-wide promotions aimed at increasing sales and margins. Developed merchandising strategies and promotions for new product launches.• Project-managed a 3-phase transition of the Gateway Accessory Store content management system (from a "home-grown"​ CMS to Microsoft Content Management Server) over a one-year period. Working with a cross-functional team of IT, supply chain and marketing stakeholders, completed the integration of Gateway's two distinct e-commerce sites into a single customer experience, resulting in cohesive navigation, look and feel.• Wrote requirements for improvements to new content management system end user interface and functionality, resulting in a 400% increase in merchandising team productivity levels.• Served as interim leader for Web merchandising team while manager was on leave. Attended Web site planning and strategy meetings, providing input to senior managers.• Project leader for 2002 holiday promotion campaign. Responsible for developing integrated e-mail/Web strategy that leveraged promotion of consumer products offered by Gateway during the holiday season.

  • Web Merchandising Specialist

    • May 2000 - Jun 2002

    Optimized merchandising and sales opportunities for products sold on Gateway Accessory Store Web site through strategic development and implementation of online promotions. Developed concepts and wrote promotional copy for showcases. Worked with Web designers and producers to ensure timely delivery of high-impact campaigns. Compiled and maintained metrics reports - tracking traffic/click-through/conversion rates for all Web assets.• Coordinated with design team on user experience and merchandising layout during site redesign.• Responsible for migration of all merchandising content to transitional Web site, ensuring smooth hand-off of site operations from Beverly Massachusetts to Gateway headquarters in Poway, California.• Relocated by Gateway to San Diego headquarters to complete migration of Gateway Accessory Store Content to new CMS.

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  NECX Direct

  • Beverly, MA

  • Online Content Editor

    • Oct 1999 - May 2000
    • Beverly, MA

    Researched, wrote and edited descriptions for all software products sold on NECX Direct and Gateway Accessory Store websites.• Produced 30-40 detailed product descriptions per week, regularly exceeding weekly production standards. Researched and processed product images, reviews, and awards.• Wrote copy for NECX affiliate program, buying guides, showcases and other advertising vehicles.• Team leader on initiative to add 600 new consumer software product descriptions to catalog in four weeks.

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  Commonwealth Opera

  • Northampton, MA

  • Musician

    • Jan 1993 - May 1998
    • Northampton, MA

    Played flute and piccolo in orchestra pit for regional opera company. Performed in one opera and one musical each year.

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  Holyoke Civic Symphony

  • Holyoke, MA

  • Business Manager

    • Sep 1993 - Aug 1994
    • Holyoke, MA