Summary
Overview
Work History
Education
Skills
Timeline
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Erica Freedman

New Orleans,LA

Summary

Accomplished professional with nearly 10 years of extensive experience in customer engagement and community building. Proven ability to enhance project efficiency by 20% through effective collaboration and analytical skills, driving measurable improvements in user satisfaction and retention.

Overview

8
8
years of professional experience

Work History

Community and Operations Manager

TripleTen
Remote
03.2025 - Current
  • Orchestrated the transition of 10,000 students and staff from Discord to the Circle.so platform by crafting and executing a strategic plan that entailed building channel logic, establishing a comprehensive communications plan, producing captivating content, designing a user-friendly environment in collaboration with teams, and devising an engagement strategy with precise timelines for a smooth transition and improved user satisfaction.
  • Spearheaded the development and management of engaging community content plans and event calendars, ensuring alignment with our mission to foster a supportive and inspiring educational atmosphere for U.S. students at TripleTen.
  • Utilized analytical skills to track key metrics, including engagement rates and student satisfaction, leading to strategic improvements in community activities and overall student experiences.
  • Developed and executed a variety of community events from concept to completion, leveraging student and team feedback to enhance participation and engagement, resulting in increased attendance and positive feedback.
  • Designed innovative peer-to-peer activities, promoting deeper connections among students while managing day- to-day operations for seamless execution.

Customer Happiness Manager

Beloved Community
Remote
05.2022 - Current
  • Analyzed and optimized customer programs, boosting NPS by 15% and CSAT by 20%.
    Facilitated collaboration among 5 departments, enhancing project efficiency by 20% through streamlined communication strategies.
  • Developed efficient processes in the Beloved CRM system, managing over 2,500 customer interactions and improving response time by 15%.
  • Boosted client outreach and retention by 30% through targeted email campaigns, engaging marketing materials, and successful webinar series.
  • Evaluated customer program effectiveness, boosting engagement by 20%, and streamlined project timelines for enterprise solution enhancements.
  • Led in-depth analysis of customer feedback and pain points, driving 10% improvement in satisfaction scores.

Strategic Community Manager

PatientsLikeMe
Remote
02.2021 - 03.2025
  • Increased website traffic by 30% by crafting 5-10 research-based CME articles weekly and leading editorial strategies for key community content.
  • Conducted and edited a patient interview series of over 20 videos to highlight patient stories on our platform and social channels.
  • Led data collection for virtual clinical trials, boosting community membership by 30% with an innovative engagement strategy.
  • Led community engagement initiatives and moderated website operations, boosting user activity by 30%.
  • Developed and managed the editorial calendar, creating engaging blog content and social media scripts that boosted community engagement by 30%.

Senior Manager of Communications and Development

Beloved Community
New Orleans, Louisiana
08.2020 - 02.2025
  • Analyzed the impact of our SaaS tool, identifying a 25% increase in user engagement through Tableau and Google Analytics.
  • Delivered quarterly insights on marketing data trends, leading to a 15% increase in campaign effectiveness.
  • Implemented strategic training programs for new systems, onboarding 50+ hires and boosting team efficiency by 20%.
  • Designed and launched two engaging online onboarding courses, improving new-hire retention by 30%.
  • Produced 22 engaging tutorial videos that increased team productivity by 30% during training sessions.

Senior Operations Manager

Beloved Community
New Orleans, Louisiana
07.2019 - 08.2020
  • Streamlined payroll and billing processes for five employees using QuickBooks, improving accuracy by 15%.
  • Developed a comprehensive employee handbook that standardized HR policies, enhancing compliance and onboarding for 200+ employees.
  • Streamlined BCBS benefits enrollment for 5 new employees, boosting workplace satisfaction by 20%.
  • Coordinated travel and scheduling for CEO, managing over 100 bookings and 50+ meetings monthly, enhancing operational efficiency.

Director of Community and Operations

Beineinu
Brooklyn, New York
12.2017 - 01.2019
  • Developed brand standards, onboarded 50+ remote employees, and boosted engagement by 30% through data-driven advertising strategies.
  • Strategized, designed and dispatched over 100 marketing newsletters through MailChimp.
  • Optimized donor engagement & built an email list of over 2,000 utilizing Salesforce & ConvertKit.

Education

Bachelor of Arts - Digital Communications And Media

Fordham University
Bronx, NY
05-2014

Skills

  • Customer relationship management
  • CRM software
  • Strategic planning
  • Data analysis
  • Event management
  • Team collaboration
  • Customer outreach
  • Communication strategies
  • Process optimization
  • Problem solving
  • Adaptability
  • Creative thinking
  • Leading initiatives
  • Time management
  • Cross-functional teamwork
  • Schedule preparation
  • Recruiting and interviewing
  • Contract management
  • Business administration
  • Workforce management
  • Documentation and reporting
  • Change management
  • Task delegation
  • Marketing
  • Product management
  • Operations management

Timeline

Community and Operations Manager

TripleTen
03.2025 - Current

Customer Happiness Manager

Beloved Community
05.2022 - Current

Strategic Community Manager

PatientsLikeMe
02.2021 - 03.2025

Senior Manager of Communications and Development

Beloved Community
08.2020 - 02.2025

Senior Operations Manager

Beloved Community
07.2019 - 08.2020

Director of Community and Operations

Beineinu
12.2017 - 01.2019

Bachelor of Arts - Digital Communications And Media

Fordham University

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