Mischief Management

LeakyCon 2024 Portland - Talent Coordinator
LeakyCon 2023 Chicago - Talent Coordinator
LeakyCon 2019 Boston - Programming Coordinator
LeakyCon 2018 Dallas - Programming Coordinator
LeakyCon 2017 Ireland - Programming Coordinator
LeakyCon 2016 LA - Programming Coordinator
LeakyCon 2014 Orlando - Programming Coordinator
LeakyCon 2013 Portland & London - Travel and Accommodations Coordinator
LeakyCon 2012 Chicago - Administrative
LeakyCon 2011 Orlando - Adviser, Media and Communications
LeakyCon 2009 Boston - Youth Programming Director

Con of Thrones 2019 Nashville - Talent Coordinator
Con of Thrones 2017 Nashville - Talent Coordinator 

PodX 2019 Nashville - Talent Coordinator

BroadwayCon 2018 NYC - Talent Coordinator
BroadwayCon 2017 NYC - Talent Coordinator 
BroadwayCon 2016 NYC - MainStage Front of House Coordinator

GeekyCon 2016 Orlando - Programming Coordinator
GeekyCon 2015 Orlando - Programming Coordinator

Event Staff

Worked with a team providing VIP Coordination and management for the online video confer-ence, VidCon 2011. My responsibilities included:
•Ensuring each VIP's travel arrangements, requests, hotel needs and more were recorded and honored during the Conference. 
•Managing on time meet and greet sessions for some of the most popular people on YouTube. 
•Escorting the most popular VIPs wherever they needed to go in the most effective and ef-ficient manner.

VIP Coordinator

LeakyCon 2009 is a Harry Potter conference which which took place in May of 2009 in Boston. I was on the Board of Directors for the conference, as the Youth Programming Director. I was the leader of a team of volunteers that organized activities, including various panels, discussions, and social events, that were geared toward the teens attending the conference.

Youth Programming Director

Support Driven

Produced these events for the Support Driven Community:
SD Expo 2022, 2023 & 2024 (200+ audience size)
Leadership Summit 2023 Philadelphia (75-100 audience size)
Leadership Summit 2023 Oakland (75-100 audience size)
Leadership Summit 2024 San Diego (75-100 audience size)

Produced professional development conferences for a leading Customer Support community with 15K+ members, rooted in the community values of fostering acceptance and belonging, helping others when you can, and building and sustaining relationships.

● Developed event agendas through open calls for proposals and speaker session development.
● Researched and negotiated all venue and vendor agreements to align with budget requirements.
● Designed the overall event experiences with a foundational focus on genuine engagement through activities rooted in connection, learning, and fun.
● Coordinated needs & communications across all stakeholders: sponsors, attendees, speakers, and volunteers.

Support Driven is a community of people in Customer Support and Success helping each other. The people in this community have been essential to my professional and personal growth over the past 6 years, and a key reason for that is the focus on giving back just as much - if not more - than you get to help this under appreciated industry grow in the right directions.

Director of Events

Guest Panelist: How to Connect Customer Insights and Struggles to Your Product Team
Link to recording: https://go.supportdriven.com/webinar-how-to-connect-customer-insights-and-struggles-to-your-product-team

Conference Attendance:
1) SUPCONF NYC 2016
2) Leadership Summit 2018
3) Leadership Summit 2019

Member

GoNoodle

- Triaged incoming internal & external requests within resources, priorities, and severity framework into a managed prioritized inflow queue in collaboration with our scrummaster
- Key focus on opportunities to productize inflow wherever possible to increase efficiency, reduce sprint interruptions and better support all departments
- As the internal tools liaison, aligned Product, Engineering and various stakeholders for infrastructure updates (email vendor migration, archival of retired platforms, self-service tools, API updates, etc.) with the goal of increasing visibility of Product and Engineering operations across the company with regular status updates, knowledge sharing and information gathering sessions, and documentation
- Created crisis management communication strategy for product outages and incident reports
- Project Lead for Fuel Cycle powered user research community development, implementation, and
engagement as advocate for Voice of the Customer in all cross-departmental efforts
- Founding Member of GoNoodle Diversity & Inclusion Team

Product Ops: ensure positive internal and external user experiences through product management and cross-departmental collaboration.

Support Management, Operations, and Growth: building user loyalty by managing high quality, efficient, and scalable support when and where users need it.

Diversity and Inclusion: Doing the work with a team that believes in order for us to truly represent all kids, we have to represent all adults. The team combats discrimination and seeks to promote respect, belonging, and opportunity through our shared values at GoNoodle.

Product Manager, Operations & Support

Ensure we are living up to our commitments for data privacy and security for all who use GoNoodle - especially kids.

- Managed initial General Data Protection Regulation (GDPR) compliance efforts
- Lead on all kidSAFE seal certification audits and renewals across all platforms to ensure Children's Online Privacy Protection Act (COPPA) compliance
- Consulted with Product & Engineering on GDPR & COPPA requirements, limitations, and updates
- Published and maintained public policy pages (PP, TOS, EULA, etc.) in coordination with Legal
- Authored all privacy-related user communications ensuring accuracy, clarity, and brand tone
- Developed process and features to comply with all GDPR “Right to be Forgotten” and “Right to Access” requests

Data Protection Officer

- Created and implemented multi-step sunset plan for legacy educator subscription program, which met all goals for feature removal timeline, user retention and budget
- Developed resource growth plans to support new revenue streams and user types across all platforms: Web (Educator & Family), Mobile (Video app & Games app), OTT (Amazon FireTV, AppleTV, Roku) and Roblox
- Honed pattern recognition skills to effectively tackle bugs with engineering team
- Managed all vendor contracts and budgets related to Support efforts
- Built user feedback reports for stakeholders to help guide development, partnership discussions, etc.
- Maintained GoNooldle’s public Advertising Promise, reviewed ad creative for appropriateness and advised leadership on responsible ad choices for our kid audience

Director of User Solutions

- Hired, trained, and mentored a lean contractor team of 2 Support agents who were responsible for a user base of 600K+ teachers and 10million+ of kids while maintaining a minimum 90+ average CSAT score
- Researched, purchased, and implemented a major help desk software transition (Help Scout from Uservoice) with zero loss of historical data or downtime
- Built upon a foundation for impactful Support for all Educator users within the strict limitations of the school classroom environment
- Worked closely with QA, Engineering, Product & Marketing to quickly resolve user issues

User Support Manager

Raven Internet Marketing Tools

My role was to teach customers how to use Raven’s vast toolset and solve their problems when they run into any issues. My duties included:
• Answer customers’ questions primarily through email
• Identify bugs and communicate them to the development team then follow up with
the customer when the bug has been fixed
• Distribute incoming questions among the education team while keeping an eye out
for patterns to communicate to the development team
• Conduct online training classes via GoToWebinar
• Write internal and external documentation
• Monitor social accounts while teammates are out of the office

Customer Education Specialist

The Leaky Cauldron

Editorial Assistant to the head editor of http://www.the-leaky-cauldron.org and New York Times Best Selling Author, Melissa Anelli.

Editorial Assistant

Sunshine Sachs Morgan & Lylis

*Track press coverage for a range of clients in print, broadcast, online and social media outlets.
*Research various industries to discover the leaders and appropriate press contacts to create comprehensive media lists for a range of clients.
*Participate in brainstorm meetings for creation of publicity campaigns. 
*Assist with press needs at events.

Public Relations Intern

Ryman Auditorium

My duties included: assisting with Social Media planning/strategies, press clippings, drafting show descriptions, and more.

Public Relations & Marketing Intern

Warner Music Nashville

I assisted the members of the Brand Management department with daily activities, events and
special projects. My duties included, but were not limited to:
• Assisting event planner with duties leading up to, during and after events
• Managing creation and updates of guest lists for 20 to 600+ attendees
• Executing marketing campaigns within strict budget and time constraints
• Assisting with the label’s Grammy efforts
• Organizing volunteers for marketing campaigns, mailings and special events.
• Keeping artist schedules up-to-date across marketing plans and shared calendars
• Fulfilling charity requests for autographed items for auctions

Brand Management Intern

Apple

Apple eliminated the Concierge role described below so I became a Specialist, which encompassed all my previous duties, and added sales experience.

Specialist

I warmly welcomed every customer as they walked in the Apple Store while figuring out how best to help them. Whether that was connecting them with the right Specialist, getting them help for a sick product at the Genius Bar, or just pointing them in the right direction. I loved being able to make a difference in each customer’s life, no matter how small. I am proficient in Mac 0S X Snow Leopard, the iLife suite of programs (iPhoto, iMovie, iWeb and Garageband), iTunes, the iWork suite of programs (Pages and Keynote) and the Mac, iPod and iPhone product lines

Concierge

Arranger - Positivity - Empathy - Strategic - Maximizer (StrengthFinders/CliftonStrengths)

Lizzie is someone with a deep curiosity for how things work, an extreme sense of ownership, and a high desire to learn. She believes in the power of fandom and community to transform a company when it’s rooted in authentic care for users and customers. She’s grown her deep foundation in understanding the voice of the customer via support work and applied it to a strong internal product operations philosophy of effective cross-departmental collaboration.

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