Summary
Overview
Work History
Education
Skills
Work Preference
Additional Information
Affiliations
Relevant positions more than 10 years past
Accomplishments
Timeline
Volunteer
DARLA RAY

DARLA RAY

Leadership & Development * Technical Communications
Medford,OR

Summary

Innovative, up-and-coming moderation leader with over a decade of expertise in management, policy development, and business consultation. I bring a unique blend of creativity, wisdom, and fresh perspectives as a recent college graduate, enabling me to develop and execute impactful moderation strategies that ensure compliance with legal and community standards. With an understanding of trust and safety frameworks, I am knowledgeable on navigating complex regulations such as GDPR and DMCA.

Accomplished in Program and Team Management with over a decade of experience, specializing in customer-centric programs. Proven expertise in developing and scaling Voice of the Customer (VOC) programs to drive product improvement and customer satisfaction. Exceptional at leading cross-functional teams, managing complex projects, and translating customer insights into strategic initiatives that directly enhance product development. Renowned for my ability to drive operational excellence, improve processes, and collaborate across departments to ensure alignment on key goals. My leadership has consistently resulted in optimized workflows, higher customer satisfaction, and robust business growth.

I excel in leading cross-functional teams and driving operational excellence, collaborating with product, legal, and anti-abuse partners to create safe, thriving online communities. My experience and passion for fostering diverse, growth-oriented environments allow me to contribute meaningfully to think tank discussions and strategic decision-making.

At the height of my professional capabilities, I am eager to engage with other creators and change-makers to drive innovation and help achieve corporate strategic goals.

Overview

15
15
years of professional experience

Work History

Technical Writing Supervisor

Consolidated Performance Consultants
05.2013 - 07.2022
  • Strategized content based on Google Analytics data, geographical targeting, and keyword planning.
  • Gathered customer feedback through surveys and social media interactions, guiding improvements in product offerings and service.
  • Performed quality control for team content.
  • Performed research, content writing, and editing for dissertations, journal articles, and graduate-level academic papers.
  • Grant writing, responses to Requests for Information, and Requests for Proposal
  • Supervised day-to-day distribution and functions of all writing projects.
  • Monitored quality standards and policy adherence and seamlessly executed changes or recommendations.
  • Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
  • Coached employees on company standards and efficiency.
  • Implemented organizational systems to maximize program efficiency.
  • Researched and authored communications for complaint resolutions, review responses, and online video copy.
  • Drafted new technology, white papers, and other technical instructional documents to complete packages.
  • Conducted regular competitive analysis, keeping the team abreast of changes in the marketplace and ensuring our offerings remained relevant and appealing to potential customers.
  • Maintained detailed logs of all customer interactions, aiding in the analysis of recurring issues and identification of potential solutions.

Freelance Copy Editor/Content Writer

Brainvire
01.2021 - 01.2022

Developed and maintained a database of high-quality boilerplate copy, enabling faster service and turnaround for time-sensitive projects.

  • Recommended 100 copy edits weekly based on knowledge of the target audience and internal and external style guides.
  • Utilized Microsoft Suites to prepare four monthly status reports of authored and edited communications and online content projects.
  • Produced ten clear, concise, and accurate content documents to reflect the tone and level of authority appropriate to the content.
  • Compiled two ongoing lists per week of common usage and style errors to reduce mistakes and improve style consistency.
  • Collaborated with editors and page designers to create a polished, attractive product.
  • Proofread, edited, and evaluated the final copy to verify content aligned with established guidelines.
  • Provided concise and constructive tonal editorial feedback to all team writers.
  • Conducted extensive internet and publication research to provide facts and statistics for articles and content.
  • Increased website traffic with engaging blog articles on industry trends and product features.
  • Managed a diverse portfolio of clients, adapting writing style to suit their unique needs and preferences.

Review Response Writer

Brainjog Communications
06.2018 - 12.2021
  • Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free review response content.
  • Proved successful working within tight deadlines and fast-paced atmosphere for variety of public-facing materials.
  • Completed thorough research into assigned topics.
  • Evaluated project requirements and content standards for each project to produce copy in line with creative structure.
  • Developed copy while maintaining brand voice and adhering to legal requirements.
  • Played instrumental role in creative planning and review sessions, working with resourceful team to elevate quality of content and designs.

Vocational Rehabilitation Counselor

Vocational Rehabilitation Services, Texas Workforce Solutions
08.2018 - 04.2021
  • Exercises executive autonomy in decision-making through all phases of service delivery, determining eligibility, planning and assessment, service determination, purchases, and approval of service authorizations.
  • Monitors, provide projections, authorizes payments, and manages designation of annual services budget.
  • Correctly interprets policy and timely management of deadlines.
  • Management of 82 customer accounts with varying levels of service needs.
  • Develops, coordinates, and facilitates initial application for services, diagnostic interview, determines eligibility, individual plan of employment, individual education plan, and joint annual review.
  • Assists customers in choosing appropriate employment goals by analyzing collective information to determine customers' strengths, resources, priorities, concerns, abilities, capabilities interests, and matching that information to the current job market.
  • Exercise excellent time management, detail orientation, follow-through, schedule management, verbal & written communication, and professional customer service.
  • Builds and deepens partnerships with healthcare administrators, medical directors, and community resources.
  • Conduct comprehensive patient assessments, evaluate patient care plans, research, gather information from multiple sources and present results.
  • Identifies issues, analyzes information, and provides solutions to problems.
  • Creates spreadsheets, reports, and presentations using Microsoft Excel, Word, and PowerPoint for daily, weekly, and monthly reporting.
  • Consulted with interdisciplinary teams to enhance coordination of care, establish medical clearance, and determine the optimal timing of further interventions.
  • Liaised with community partners to enhance employment opportunities for individuals with disabilities.
  • Drove operational improvements, which resulted in savings and improved profit margins.

Clinical Mental Health Professional

MHMR
08.2016 - 09.2018
  • Supervised interns staff.
  • Proficient in customer management software (BUI).
  • Crisis counseling and intervention, case notes, triage, and screening for clients who were currently suicidal or self-injurious.
  • Performed psycho-social evaluations, discharge planning, psycho-education.
  • Managed client case, interacted and counseled weekly with clients diagnosed with various forms of anxiety, psychosis, depression, detox, suicidal and homicidal ideations, bi-polar, schizophrenia, and other mental illnesses.
  • Led educational seminars and lectures at local community mental health centers to expand awareness of mental health symptoms and issues.
  • Directed family-centered, strengths-based, culturally competent and individualized intakes and assessments.
  • Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
  • Prescribed and monitored psychiatric medications and recommended clinical interventions for acute conditions.
  • Provided comprehensive case management services, including creating treatment plans and connecting clients and families to appropriate resources.

Case Manager/Recruiter

The University of North Texas
07.2015 - 07.2017
  • Conducted and documented eight to ten program intake interviews and assessments and established individual education plans toward student goals.
  • One-on-one client case management and bi-weekly status meetings.
  • Internal/external recruitment efforts.
  • Assisted in grant writing
  • Developed recruitment and training presentations and marketing material.
  • On-location informational marketing.
  • Worked with different disciplines to provide cohesive care to clients.

*Audience Coordinator

Daystar Television Network
05.2006 - 10.2010
  • Managed overall operations for celebrity guests and tours and provided educational information and hospitality for the audience.
  • Managed audience participation queues, hospitality services, box office, reservations, and the compliment and complaint department.
  • Developed written media and instructional communications.
  • Excellent verbal communication.
  • Conducted audience marketing for live broadcasts and studio tapings.
  • Team hiring and management.
  • Read commercials and announcements into the microphone following prewritten scripts.
  • Maintained schedules, managed deadlines, and interfaced with teammates to support production activities.

*Team Lead/Trainer

Fort Worth ISD Transportation Dept.
06.2002 - 05.2006
  • Provided supervision for 50 bus drivers and bus attendants.
  • Employee training record management and retrain for 150 employees.
  • Trained bus drivers for CDL certification.
  • Maintenance of bus driver certification training, exams, and records.

*Asst. Manager of Performance Consultation

Sprint PCS
06.1998 - 06.2002
  • Planned schedules and delegated assignments to meet call center coverage and service demands.
  • Managed quality control process to drive th accuracy of performance inputs.
  • Delivered specific analyses and insights to define and drive growth across brand key performance indicators.
  • Spearheaded continuous improvement initiatives, tracked, analyzed, and executed quality and continuous improvement initiatives to hold departments accountable for performance excellence.
  • Developed program plans, goals, objectives, and milestones for evaluating and measuring effectiveness of operations.
  • Created clear and effective policies governing all aspects of employee work and interaction with customers.
  • Directed training and retraining of employees to boost performance and enhance business results.

*Communications Supervisor

Baylor All Saints Medical Center
07.1999 - 06.2002
  • Managed HR functions and daily operations for 18 PBX operators and Physician's Answering Call Center.
  • Revised and facilitated department training program.
  • Developed and updated department policy and procedure book.
  • Prepared public relations presentations and plans by gathering information on business objectives, vision, brand strategy, competition, and industry trends.
  • Responded to requests for information from media or designated appropriate spokesperson or information source.
  • Increased revenues and support business goals by developing public relations strategies and campaigns.
  • Engaged in professional networking to maintain strong relationships with communications and media professionals to drive partnerships and effective dissemination of mass communications.

*Patient Access Supervisor

All Saints Hospital
05.1997 - 07.1999
  • Redesigned workflow processes for patient access and back-office, resulting in reduction of staffing costs system-wide.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Represented the voice of the customer internally by sharing feedback from escalated cases with relevant stakeholders for process improvements.
  • Served as an advocate for the voice of the customer within the organization, driving continuous improvement initiatives in response to feedback received.
  • Implemented regular reviews of existing procedures, ensuring continued relevance in a rapidly evolving business environment.
  • Designed innovative solutions that addressed both immediate needs and long-term growth objectives while maintaining compliance with industry regulations and standards.

Education

Master of Science - Rehabilitation Counseling

University of North Texas
Denton, TX
12.2018

Bachelor of Science - Technical Communications

University of North Texas
Denton, TX
05.2015

Associate of Science - General Studies

Tarrant County College District
Fort Worth, TX
08.2013

Skills

Strategic leadership and management development

  • Performed team quality control and multitasking
  • Project budget management
  • Excellent autonomous self-starter
  • High-level content, oral skills, and technical communications
  • Analysis of evaluation reports
  • Complex problem-solving and attention to detail
  • Supervisory duties include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
  • Processes and procedure development
  • Business development
  • Embraces teamwork and collaboration
  • Confident decision-making

Work Preference

Work Type

Full TimePart TimeContract Work

Work Location

Remote

Important To Me

Work from home optionHealthcare benefitsCompany CultureFlexible work hours

Additional Information

  • Skilled in Looker Suite, Microsoft Suite
  • 2017 Toastmasters 1st Place Area Contest/ Competent Communicator
  • Member of Toastmaster International since 2015
  • Elected as Graduate Student Senator for the UNT Graduate Student Counsel
  • 2015 Inducted into the Tau Sigma Honor Society

Affiliations

  • Toastmasters International

Relevant positions more than 10 years past

All older positions before 2013 are listed for their applicable skills and experience gained. These positions are identified by an asterisk * at the beginning of each description.

Accomplishments

  • Led and managed diverse teams of up to 33 staff members, ensuring seamless coordination and achievement of performance objectives.
  • Conducted in-depth research and developed comprehensive organizational and operational policies and procedures for four distinct businesses, driving efficiency and compliance.
  • Delivered successful business consultation services for The Church of the Living God in Fort Worth, Texas, and the Elemendorf AFB Gospel Choir in Anchorage, Alaska, resulting in enhanced organizational structure and operational efficiency.

Timeline

Freelance Copy Editor/Content Writer

Brainvire
01.2021 - 01.2022

Vocational Rehabilitation Counselor

Vocational Rehabilitation Services, Texas Workforce Solutions
08.2018 - 04.2021

Review Response Writer

Brainjog Communications
06.2018 - 12.2021

Clinical Mental Health Professional

MHMR
08.2016 - 09.2018

Case Manager/Recruiter

The University of North Texas
07.2015 - 07.2017

Technical Writing Supervisor

Consolidated Performance Consultants
05.2013 - 07.2022

*Audience Coordinator

Daystar Television Network
05.2006 - 10.2010

*Team Lead/Trainer

Fort Worth ISD Transportation Dept.
06.2002 - 05.2006

*Communications Supervisor

Baylor All Saints Medical Center
07.1999 - 06.2002

*Asst. Manager of Performance Consultation

Sprint PCS
06.1998 - 06.2002

*Patient Access Supervisor

All Saints Hospital
05.1997 - 07.1999

• Google Analytics

• Google AdWords

• Excel Certification

• HubSpot Digital Marketing Certified

• HubSpot Email Marketing Certified

• Hootsuite Certified

Master of Science - Rehabilitation Counseling

University of North Texas

Bachelor of Science - Technical Communications

University of North Texas

Associate of Science - General Studies

Tarrant County College District
DARLA RAYLeadership & Development * Technical Communications