Overview
Work History
Education
Skills
Websites
Timeline
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Jennifer Ollinger

Jennifer Ollinger

Syracuse,NY

Overview

9
9
years of professional experience

Work History

Senior Social Media Moderation Specialist

ServiceTitan
10.2024 - Current

Social Media Moderation Specialist

ServiceTitan
05.2023 - 10.2024
  • Created social media strategies independently and collaboratively across multiple platforms, seeing through to execution and adherence, and monitored performance to enhance where necessary.
  • Managed, trained, and interviewed team of four, effectively managing schedules, ensuring adherence to SLAs, overseeing daily performances and workflow, while facilitating discussions around areas for improvement, leveraging strengths, and fostering growth opportunities.
  • Revolutionized administrative work for group memberships, resulting in 81% automation rate.
  • Enhanced efficiency of social listening process by auditing and reducing listening groups, saving up to 48 hours per month for my team to focus on more productive tasks.
  • Analyzed existing SLAs processes leading to 17% reduction in SLA time, improving our response time for customer escalations.
  • Identified and addressed workflow inconsistencies, creating comprehensive guides, and leadership oversight to ensure procedure adherence and accuracy.
  • Enhanced visibility and communication across teams through ongoing collaborative efforts with meetings, emails, reports, and messaging, focusing on customer-centricity and company growth.
    - Initiated, crafted, and executed daily emails sent out to all company employees with summary of platform performance and areas for improvement yielding a >95% open and click rate.
  • Cultivate brand identity and foster customer confidence through consistent, interactive, and transparent communication

Trust and Safety Specialist

Adobe
01.2022 - 05.2023
  • Spearheaded a brand new role behind scenes, providing safe and enjoyable platform for 24 million users
  • Addressed issues submitted by community and staff to resolve 3000+ assigned cases
  • Investigated and prevented abuse including spam, adult content, gamification of popularity, and exploitation of leaderboards resulting 30% more accurate viewership daily
  • Monitored and analyzed daily community engagements, direct messages, and public comments using proprietary tools; identified areas for improvement for millions of projects uploaded
  • Guided customers with account-related issues leading to 96.8% satisfaction score

Livestreaming Community Manager

Adobe
05.2021 - 01.2022
  • Led communication, contracts, check-ins, onboarding and budget for 30+ paid streamer program, high-profile clients, and loyal customers
  • Expedited resolve escalations that arise in Adobe's product through 5 means of communication including Zendesk, Discord, email, and live chats
  • Performed and escalated ongoing audits for 20+ contractors; recognizing trends and patterns
  • Produced weekly data reports for a marketing team of 5, highlighting the most effective results and channels; boosted ROI by 15%
  • Consolidated and streamlined summaries between departments, increasing overall team collaboration by 30%

Community Manager

Exantra Team
08.2019 - 10.2021
  • Conceptualized and execute unique events for community with 20% expanded engagement
  • Designed 100+ visuals implemented across game, website, emails, and ads
  • Managed and reported on company performance, customer happiness including 200+ feature requests, and bug reports to further product development
  • Orchestrated interdepartmental meetings to share customer feedback and market trends, leading to the creation of a new product line that generated $85,000+ funding
  • Delegated tasks and workflow to 3 subordinates, cutting project delivery time by 20% and increasing customer satisfaction by 25%
  • Created captivating stories for campaign mode, website, and emails for 5+ areas of focus
  • Adapted to 3 major company changes and monitored game functionality, trust and safety, onboarding performance, user retention, and sales

Customer Support and Moderation

Ubisoft
03.2016 - 07.2019
  • Coordinated with 3+ departments to provide feedback, issues, solutions, and information factored internally and globally
  • Masterminded the creation of an onboarding program for new users, which resulted in a 40% increase in user retention rate
  • Engaged with community consisting of 600,000 unique daily logins through live chat, forums, in-game messages, and global announcements for 10 years of excitement
  • Processed bugs reports, harassment, bullying, payment issues and other inquiries
  • Analyzed 5,000+ inquiries from customers; identified key issues and worked with development team to prioritize reports

Education

B.F.A - Graphic Design, Art History

SUNY Purchase

A.A.S - Design And Visual Communications

SUNY Orange

Skills

  • Social Media Marketing
  • Conflict Resolution
  • Creative Design Skills
  • Content Creation and Curation
  • Strategy Planning
  • Customer Service
  • Community Engagement
  • Analytics, Data, and Reporting
  • Leadership and Team Management
  • Social Listening and Monitoring
  • Copyrighting and Editing
  • Content Moderation
  • Community Building
  • Event Conception & Execution
  • Documentation Skills
  • Public Relations
  • Trends, Data Collection & Analysis
  • Brand Representation & Brand Voice

Timeline

Senior Social Media Moderation Specialist

ServiceTitan
10.2024 - Current

Social Media Moderation Specialist

ServiceTitan
05.2023 - 10.2024

Trust and Safety Specialist

Adobe
01.2022 - 05.2023

Livestreaming Community Manager

Adobe
05.2021 - 01.2022

Community Manager

Exantra Team
08.2019 - 10.2021

Customer Support and Moderation

Ubisoft
03.2016 - 07.2019

B.F.A - Graphic Design, Art History

SUNY Purchase

A.A.S - Design And Visual Communications

SUNY Orange

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