VERONICA FARRELL
Indianapolis,IN
Summary
Senior membership specialist with 10+ years of experience in technical audience support, community engagement, and feedback analysis. Bridges the fan and internal teams to manage subscription issues, coordinate platform updates, and support programs that strengthen participation and long-term member loyalty.
Overview
9
9
years of professional experience
Work History
Sr. App Support Specialist
Audiochuck
Indianapolis, IN
10.2024 - 05.2026
- Supported 80,000 paid Fan Club members by guiding them through digital membership experience, processing payments, and providing timely, thoughtful support.
- Supported fan-facing campaigns involving exclusive content, merch drops, app updates, Patreon, live event ticket sales, and other programs designed to deepen the relationship between fans and the podcasts they follow.
- Analyzed member feedback, engagement trends, app reviews, and support themes to identify opportunities to improve member satisfaction, engagement, and retention.
- Served as a bridge between fans and Production, Development, Fan Club, and Marketing teams, translating audience needs and recurring feedback into actionable improvements.
- Coordinated launches and platform updates, managing communication channels and competing priorities to enhance fan engagement.
- Monitored recurring subscription issues and audience sentiment to proactively identify and address friction points impacting overall membership experience.
- Supported audience engagement for Crime Junkie Jury through moderating high-volume livestream chats during major trial coverage, helping maintain an organized, welcoming, and engaging community experience during peak audience moments.
- Created YouTube Community posts, polls, and conversation prompts to encourage participation and keep the audience engaged around ongoing trial coverage.
Sr. Partner Support Representative
ReThink Group
07.2017 - 10.2024
- Coordinated partner-facing programs across a national network, ensuring consistent communication and logistics to enhance partner experience.
- Managed stakeholder relationships, acting as liaison between external partners and internal teams to resolve issues and advance initiatives.
- Coordinated logistics for virtual and in-person events, including scheduling, communications, preparation, and execution support.
- Maintained detailed records, documentation, and procedures to support operational consistency and improve partner-facing processes.
- Acted as interim Director of Partner Support, coordinating team activities, managing workflows, and tracking performance.
- Collaborated cross-functionally to identify process improvement opportunities, enhancing overall partner experience.
Education
Associate of Applied Science - Travel & Hospitality Management
International Business College
Indianapolis, INSkills
- Member Engagement Strategies
- Audience Growth & Retention
- Community Engagement
- Customer Feedback Analysis
- Live Support Coordination
- Stakeholder Relations
- CRM & Support Systems
- Zendesk
- HubSpot
- Stripe
- Shopify
- Jira
- Linear
- Google Workspace
- Microsoft Office
- Canva
- YouTube
LEADERSHIP & COMMUNITY ENGAGEMENT
Audiochuck Impact Philanthropy Committee Member - Evaluated grant proposals and supported funding recommendations for organizations serving women and girls, LGBTQ+ communities, and victims of crime, while contributing community-focused perspectives to discussions about organizations, programs, and funding priorities.
Timeline
Sr. App Support Specialist
Audiochuck
10.2024 - 05.2026
Sr. Partner Support Representative
ReThink Group
07.2017 - 10.2024
Associate of Applied Science - Travel & Hospitality Management
International Business College