Jennifer Ollinger
Community Manager/Social Media Manager
Syracuse,NY
Overview
8
8
years of professional experience
Work History
Social Media Moderation Manager
ServiceTitan
05.2023 - Current
- 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.
- Cultivate brand identity and foster customer confidence through consistent, interactive, and transparent communication
- Led and trained 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.
Trust and Safety Specialist
Adobe
01.2022 - 05.2023
- Spearheaded brand new role behind the 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 marketing team of 5, highlighting 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 creation of 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 creation of 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
Purchase, NYA.A.S - Design And Visual Communications
SUNY Orange
Middletown, NYSkills
Community Building
Strategy Planning
Social Media Marketing and Ads
Creative Design Skills
Content Creation and Curation
Customer Service and Crisis Management
Community Engagement
Analytics and Data
Leadership and Team Management
Creative Design Skills
Social Listening and Monitoring
Timeline
Social Media Moderation Manager
ServiceTitan
05.2023 - Current
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