EXPERIENCE

FREELANCE

WEB DEVELOPER

DENVER, CO

JANUARY 2025 - CURRENT

• Provide responsive website designs that help add to clients’ public images while furthering drive their business or brand.

• Give clients web hosting for their sites including unlimited SSL and backups to ensure secure data transfer.

• Provide clients with available custom URL domains that can be used to uniquely find them in any web browser.

• Offer multiple site packages including elevated options that provide clients with an online shop and store manager.

• Provide clients that sell items or services secure checkout their customers can use to pay with any major CC or PayPal.

• Provide automatic invoicing which archives and sends invoices to customers via email every time they place an order.

• Give clients the ability to allow their customers to book appointments based on their weekly and monthly availability.

• Provide clients with periodic analytic updates such as number of site visits, site clicks, financial reports, and more.

• Provide online store owners with periodic order updates such as unfulfilled orders and past orders in the form of a CSV.

• Give site owners their own personalized business email accounts that are personal to them and their site’s URL.

• Ensure site optimization through use of CDN to provide faster speeds and enhanced SEO to be found by search engines.

• Provide site owners the option to publish their sites in multiple languages helping lead to being seen by a wider crowd.

• Provide clients with ongoing site maintenance such as requested updates, performance monitoring, and bug fixing.

• Simple file sharing and asset obtaining from clients through use of shared cloud folders and outgoing request documents.

• Ensure clients can stay in touch with customers who opt in through use of email newsletters they can send them.

• Ensure client sites are compliant by including any necessary policies such as cookie policy, privacy policy, and more.

DECKERS BRANDS

SOCIAL MEDIA AND COMMUNICATIONS COACH

DENVER, CO

JUNE 2023 - CURRENT

• Keep customer-facing help info housed in Help Centers across five branded websites organized, updated, and digestible.

• Help manage small team who responds to low-rated reviews published on all product pages across four different brands.

• Maintain public-facing informative articles regarding company policies with use of Gladly Administration account.

• Archive all internal and public facing informative articles within OneDrive including dates of when updates were made.

• Train team how to respond to low-rated product reviews posted across our brand sites within legal SLA timeframe.

• Analyze product review data to better understand how certain styles across each brand are being accepted by customers.

• Train team how to edit policy articles found in Gladly Answers resource list as well as their archived OneDrive versions.

• Create training resources to assist teammates in learning new skills across the communications side of our team.

• Create shadowing videos for Deckers employees interested in learning what the communications team is responsible for.

• Analyze performance data to better understand how teammates are performing monthly, quarterly, and annually.

• Keep hundreds of company employees updated on future product launch and collaboration information across six brands.

• Assist with branded automated email templates that are sent out to customers in case of certain situations.

• Assign multiple teammates to different roles daily to ensure communications workload is handled within teams SLA.

• Work cross-functionally with other teams to help communicate consistent policies and resources across all departments.

• Help create monthly Ops Newsletter which provides updates from multiple teams under the Operations umbrella.

• Inform hundreds of employees across multiple teams of important operations updates by sending out Ops Newsletters.

DECKERS BRANDS

SOCIAL MEDIA AND COMMUNICATIONS REPRESENTATIVE

DENVER, CO

SEPTEMBER 2021 - JUNE 2023

• Communicate with customers via social media CS systems to help mitigate their issues across six different brands.

• Assist with handling over 140,000 annual contacts across 18 social media accounts spanning across six brands.

• Respond to publicly viewed social media inquiries on behalf of our six brands which total over 4.2 million followers.

• Efficiently navigate back-end systems to assist customers within team’s agreed SLA timeframes.

• Maintain company communication files, training files, and resources for quick reference by hundreds of employees.

• Use social media to assist escalated customers who were unable to resolve their issues through our branded Help Centers.

• Communicate company updates regarding internal policies, current products, and services to hundreds of employees.

• Collaborate with marketing teams across each brand to communicate new releases, promotions, and collaborations.

• Handle incoming ticket requests for company information to be edited within our employee’s resource database.

• Assist multiple Leads across different teams with any new documents or customer care updates that may be needed.

DECKERS BRANDS

CUSTOMER CARE REPRESENTATIVE

DENVER, CO

OCTOBER 2020 - SEPTEMBER 2021

• Provide premium service and build relationships with customers through telephone and chat correspondence.

• Strong knowledge of Deckers and its subsidiary brands including UGG, HOKA, Teva, Sanuk, and Koolaburra by UGG.

• Organize customer data for simple understanding and reusability.

• Create tasks assigned to appropriate teams to help customers who are facing issues on their end.

• Quickly type and document complex customer situations for future or escalated employee reference.