Senior Associate, Social Media & Customer Care at Knowledgence Associates
2001 - Present | Cambridge, MA
* Manage Social Media strategy, campaigns
* Provide customer care, marketing, and business development for new domain name registry
* Write and edit content, including customer service articles, for business newsletters; manage mailings and subscriber lists.
* Created, researched, developed, and delivered training programs for multi-national business.
* Provided customer service consultation to domain name registrar, directly advised customers on trademark-related and registration-related matters; created FAQ section for client's web site; advised client on web site usability issues
Senior Social Media Consultant at Knowledgence Associates
1999 - December 2011
o Managed Social Media strategy, campaigns for multiple clients
o Provided customer care, marketing, and business development for new domain name registry
o Wrote and edited content, including customer service articles, for business newsletters; manage mailings and subscriber lists.
o Created, researched, developed, and delivered training programs for multi-national business.
o Provided customer service consultation to domain name registrar, directly advised customers on trademark-related and registration-related matters; created FAQ section for client's web site; advised client on web site usability issues
Director, Customer Support at Northern Light Technology
2000 - 2001
? Oversaw account set-up and maintenance for over 250 enterprise clients, including user access, content issues, and support of complex search queries.
? Acted as customer advocate during internal business and strategy discussions.
Director, Customer Support at Northern Light Technology
2000 - 2001 | Cambridge, MA
* Oversaw account set-up and maintenance for over 250 enterprise clients, including user access, content issues, and support of complex search queries.
* Acted as customer advocate during internal business and strategy discussions.
Director, Client Services at Thomson & Thomson
1985 - 1999
? Created and managed customer service department for the start-up division NameStake.com; established global domain name registration service line, including product development, pricing, training, hiring / staffing, and execution of service
? Grew Domestic Search operation revenues from $19m to $25m in 2+ years; managed departmental budgets of over $8m; led team that reorganized department and restructured job duties
? Played leadership role in company-wide initiatives that turned a production-oriented business into a customer-focused business, expanding both the vision of the company and the capabilities of its employees.
? Led project team that redesigned and enhanced standard report format as well as created format customization capabilities for company's flagship research reports; helped introduce new format to top clients.
Director, Client Services at Thomson & Thomson
1985 - 1999 | Quincy, MA
* Created and managed customer service department for the start-up division NameStake.com; established global domain name registration service line, including product development, pricing, training, hiring / staffing, and execution of service
* Grew Domestic Search operation revenues from $19m to $25m in 2+ years; managed departmental budgets of over $8m; led team that reorganized department and restructured job duties
* Played leadership role in company-wide initiatives that turned a production-oriented business into a customer-focused business, expanding both the vision of the company and the capabilities of its employees.
* Led project team that redesigned and enhanced standard report format as well as created format customization capabilities for company's flagship research reports; helped introduce new format to top clients.
Manager, Domestic & International Research Operations at Compu-Mark US
1985 - 1990
Led four teams in various aspects of domestic and international trademark research, including hiring, training, customer service, report design, and operations management.
Manager, Domestic & International Research Operations at Compu-Mark US
1985 - 1990 | Washington, DC
Principal Consultant at Charles Dennis Associates
January 2013
Customer-focused communications consulting, strategy, and coaching, for small and mid-sized businesses. Services include
o Management of Social Media strategy, calendar, & campaigns
o Researching, writing, and editing content for client publication
o Creating business email campaigns; managing mailings and subscriber lists
o Creating Help Screens and User Guides for online applications
o Layout / design and editing of ebooks; publication preparation for books
Senior Associate at Knowledgence Associates
January 2012
Help businesses engage with their customers through meaningful interaction, via email and social media campaigns.
o Manage Social Media strategy & campaigns
o Write and edit content for client publication
o Create business email campaigns; manage mailings and subscriber lists
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