Laura Thomas
Richmond,CA
Summary
Dynamic professional with a decade of experience at YOLA, enhancing partner success and community engagement. Excelled in training and mentoring, achieving a 150% increase in 5-star reviews for Pacific Workplaces. Skilled in Canva and exceptional in interpersonal communication, I thrive on turning challenges into triumphs and fostering vibrant, supportive communities.
Overview
21
21
years of professional experience
Work History
Community Manager
Pacific Workplaces
Oakland, USA
02.2022 - 10.2024
- Company Overview: http://pacificworkplaces.com
- I enjoyed serving as the Community Manager for this bustling shared workspace and could not be more pleased with the thriving community I helped to cultivate
- Supported 300 members (full-time and virtual) through various channels, including phone, email, social media, and in-person interactions
- Achieved a 150% increase in 5-star Google Reviews within one year by enhancing member satisfaction and service quality
- Presented best practices for scheduling marketing content at Quarterly Manager's Meetings, contributing to improved content planning and execution
- Led the SUPER (Single Use Plastic Elimination or Reduction) certification process, demonstrating a commitment to sustainability
- Created and managed content for Instagram, posting five days a week, to boost online engagement and brand visibility
- Produced and distributed a monthly newsletter via MailChimp, keeping members informed and engaged
- Supervised a Community Coordinator, providing guidance and support to ensure smooth operations
- Hosted monthly events, fostering a sense of community and member engagement
- Managed billing and accounts receivable, ensuring timely and accurate financial transactions
- Http://pacificworkplaces.com
Organizer
RICHMOND SHORELINE ALLIANCE
Richmond, USA
01.2021 - 01.2022
- Company Overview: http://richmondshorelinealliance.org
- Worked with the Richmond Shoreline Alliance (RSA) to block harmful developments at Point Molate and the AstraZeneca site on Richmond's southeast shoreline
- Built richmondshorelinealliance.org to inform concerned citizens of actions they can take to ensure their voices are heard
- Worked to educate the team responsible for maintaining the website on best practices in order to keep the website an impactful tool for organizing the community
- Http://richmondshorelinealliance.org
Organizer
RICHMOND PUBLIC LIBRARIES
Richmond, USA
04.2020 - 01.2022
- Company Overview: http://richmondpubliclibraries.com
- Worked with a team from the Democratic Socialists of America (DSA) and local librarians to preserve funding for Richmond Public Libraries
- Built saverichmondpubliclibraries.com and updated it frequently during our campaign which served to inform concerned citizens of actions they could take from joining our in person events to contacting city council members using talking points we provided
- Helped to organize a safe, successful, in person protest in the midst of Covid-19 and leveraged the resulting photo and video content to gather more support from the community
- Http://richmondpubliclibraries.com
Partner Success Manager, Community Manager, Social Media Coordinator, Content Creator, Customer Service Lead
YOLA
San Francisco, USA
11.2009 - 10.2019
- Company Overview: http://yola.com
- Within my 10-year tenure, I served in a wide variety of positions, constantly adapting and evolving my role to suit the ever-changing needs of the company
- Supported over 40 partners in the use of a white labeled version of our software with their branding to provide a seamless experience for their end users
- Maintained partner specific documentation detailing FAQ's, product updates, outages, bugs and resolved issues across multiple platforms
- Developed and implemented a quality assurance (QA) program to improve the quality and consistency of our customer support across all channels and increase customer satisfaction
- Conducted quarterly QA reviews that led to increased NPS after each session
- Scaled support by identifying and nurturing champions and brand evangelists in our community forum: Get Satisfaction
- Oversaw all social media moderation, created engaging content and developed policies to ensure a consistent brand voice and 24/7 coverage of all public facing channels
- Created multiple recurring weekly blog posts as well as product launch announcements and featured articles
- Established and documented support policies and best practices in an internal wiki to ensure knowledge and consistent brand messaging across a global team of over 20 representatives
- Wrote customer-facing documentation and canned responses to be leveraged by our global team
- Managed escalated cases across the team to resolve difficult customer inquiries, increasing retention and reducing subscription cancellations
- Http://yola.com
Community Manager
PIONEERS OF THE INEVITABLE
San Francisco, USA
09.2008 - 11.2009
- Company Overview: http://pioneersoftheinevitable.com
- Moderated a thriving community of brand evangelists using Get Satisfaction
- Identified super users and promoted them within the community
- Trained promoted users on moderation tools available to them to improve forum management
- Created weekly blog content to keep the community informed and engaged
- Escalated and championed community concerns to product and engineering teams for resolution
- Http://pioneersoftheinevitable.com
Ecom Producer, Copywriter, Community Manager, Customer Service Manager, Customer Service Lead, Customer Service Representative
TIMBUK2
San Francisco, USA
02.2004 - 04.2009
- Company Overview: http://timuk2.com
- I was promoted from Customer Service Representative to de facto Ecom Manager during my 5 years at the company
- Managed all aspects of inventory and effectively forecasted, monitored and adjusted web inventory to maximize revenue
- Wrote product descriptions and rich website content to increase the average time visitors spent on product pages and improved conversion rates
- Implemented, facilitated and moderated a thriving community of brand evangelists using Get Satisfaction
- Managed a team of 3 CSR's delivering best in class support for customized, high performance gear
- Developed and directed highly informative service training programs, materials, policies and procedures
- Enforced and maintained robust fraud prevention and resolution policies
- First line support for all direct consumer sales, returns and warranty claims
- Monitored and optimized customer service call center and email correspondence-related needs
- Worked closely with web programmers and technical departments to ensure clear communication and timely resolution of consumer and administrative web-related technical issues
- Http://timuk2.com
Education
B.A. - Speech and Communication
San Francisco State University
Skills
- Community marketing
- Training and mentoring
- QA
- Exceptional interpersonal communication
- Proficient in Canva
- Escalation handling
Locations
- Oakland, CA
- San Francisco, CA
- Richmond, CA
Activismexperience
- RICHMOND PUBLIC LIBRARIES, Richmond, CA, Organizer, 04/20, 01/22, Worked with a team from the Democratic Socialists of America (DSA) and local librarians to preserve funding for Richmond Public Libraries., Built saverichmondpubliclibraries.com and updated it frequently during our campaign which served to inform concerned citizens of actions they could take from joining our in person events to contacting city council members using talking points we provided., Helped to organize a safe, successful, in person protest in the midst of Covid-19 and leveraged the resulting photo and video content to gather more support from the community.
- RICHMOND SHORELINE ALLIANCE, Richmond, CA, Organizer, 01/21, 01/22, Worked with the Richmond Shoreline Alliance (RSA) to block harmful developments at Point Molate and the AstraZeneca site on Richmond's southeast shoreline., Built richmondshorelinealliance.org to inform concerned citizens of actions they can take to ensure their voices are heard., Worked to educate the team responsible for maintaining the website on best practices in order to keep the website an impactful tool for organizing the community.
Timeline
Community Manager
Pacific Workplaces
02.2022 - 10.2024
Organizer
RICHMOND SHORELINE ALLIANCE
01.2021 - 01.2022
Organizer
RICHMOND PUBLIC LIBRARIES
04.2020 - 01.2022
Partner Success Manager, Community Manager, Social Media Coordinator, Content Creator, Customer Service Lead
YOLA
11.2009 - 10.2019
Community Manager
PIONEERS OF THE INEVITABLE
09.2008 - 11.2009
Ecom Producer, Copywriter, Community Manager, Customer Service Manager, Customer Service Lead, Customer Service Representative
TIMBUK2
02.2004 - 04.2009
B.A. - Speech and Communication
San Francisco State University
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