Microsoft

Steering the Global Social Ecosystem 🚀 | Managing the end-to-end programming of 150,000 global assets monthly across Americas, Asia, and EMEA. Collaborating with key stakeholders, I lead the implementation of a centralized global calendar and tagging structure, providing training across regions. Establishing a robust governance policy, I ensure channel and security management align with global best practices. My role involves creating and maintaining playbooks and guidelines to streamline editorial planning, overseeing the budget, and evaluating the social ecosystem annually for optimal platform utilization. Partnering with Global Field Leads, I influence new operating models and processes to drive centralization initiatives.

The Global Demand Center (GDC) in Microsoft's Cloud Marketing Group is leading the charge in transforming marketing for its major cloud businesses. Within this dynamic landscape, our Cloud Blog & Social team actively showcases our brand across diverse platforms, delivering exceptional experiences. Out social media operations experts elevate global digital experiences, fortify customer affinity, and drive the adoption of Microsoft cloud services worldwide. Our team leads operational cycles, optimizes global processes, and contribute to our vast social media ecosystem covering Azure, Microsoft 365, Teams, Security, Biz Apps, Dynamics 365, Power Platform, Viva, and Windows 365 in our global presence, currently spanning 300+ accounts across America, Asia, and EMEA.

Sr. Global Social Operations Manager

Amazon Web Services (AWS)

Adept partner of cross-functional teams globally. Renowned for implementation of sophisticated, efficiency-focused marketing operations strategies, including global social media framework design, critical program management for AWS, and employee-focused programs.

Marketing Technology Operations and Brand Strategy
• Architected enterprise-grade social marketing operations framework, providing enhanced security and scalability for 300+ AWS brand accounts.
• Co-Chair of Amazon Sprinklr Enterprise Agreement initiative negotiating Amazon-wide Sprinklr rate card  and security clearance alignment with Amazon Global Procurement.
• Negotiated AWS’ social marketing largest contract renewal at 4.2% below projected spend, resulting in a reduction of operational costs, along with five net new components added to the contract.
• Developed AWS’ Social Marketing Escalation Runbook.
• Restructured AWS Social Marketing boosting mechanism resulting in boosted content reaching +991% larger audiences than purely organic audience.

Project, Training, and Team Management
• Spearheaded project management for the review, RFP distribution, selection, contract negotiation, and integration of new technologies and tools including Sprinklr, WorkFront, Bit.ly Enterprise, Smartsheet, EveryoneSocial, GaggleAmp.
• Conducted instructor-led training with monthly average 4.92 out of 5 CSAT score (+1.23% YoY).
• Created AWS-wide Social Media Diversity and Inclusion training and reference materials.
• Enhanced training program to improve scalability and incorporate material designed for diverse learning styles.

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The AWS Global Social Media Team (GSMT) leads the organic social media efforts for Amazon Web Services (AWS) by setting the social brand style and voice, overseeing social account governance, providing training, executing strategic campaigns, and owning branded social accounts.

Amazon

Optimized Amazon's social operations by managing tools and systems, project management for new partner/vendor tools, and improving vendor relationships. Collaborated across the organization with social media managers, cross channel media managers, campaign management, creative and business stakeholders to drive successful outcomes.

Marketing Technology Operations and Brand Strategy
•Developed centralized system for ticket/issue tracking for global team; includes reporting and training materials.

Project, Training, and Team Management
•Redesigned internal employee wiki structure to create simpler, unified, hierarchical, and searchable content.

Social Media Marketing
•Ideated and coordinated machine learning model for Amazon Comment Relevancy Pilot resulting in signals of 131% increased engagement based on social content adjustments.

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The Amazon Cross-Channel, Cross-Category Marketing Team (XCM) is a diverse group of business and creative leaders that lead cross-channel campaigns, execute seasonal and cultural events, and build capabilities for more effective campaigning. They strive to create highly-measurable, bar-raising creative and have a proven track record with top Super Bowl campaigns for five years in a row. XCM has also been voted as a top Creator Collaborator on TikTok.

Social Media Operations Manager, Amazon XCM

Successfully governed Amazon Photos Social Media channels, implemented new partner/vendor tools, and drove partnerships to meet business objectives. Collaborated with multiple stakeholders to ensure successful outcomes.

Marketing Technology Operations and Brand Strategy
•Accelerated the success of Amazon brand social operations through day-to-day management of tools, enterprise social media management, social listening, and project management for new partner/vendor tools.
•Played an integral role in defining mechanisms, tool management, planning, and workflows for brand social across all channels.
•Launched Enterprise Social Media management environment to support organic, paid, and customer support  across Amazon Photos social properties.

Social Media Marketing
•Designed and launched social media strategy increasing follower growth by 380% in eight months.
•Executed strategy and drove marketing campaign for #PrimeDayPhotos end-to-end, including clarifying business objectives, developing marketing materials, and overseeing program/creative development driving 742MM impressions.
•Redesigned and launched live social media strategy – incorporating Instagram stories,  Twitter polls, and live video increasing engagement from 1.8% to 6.4%.

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Amazon Photos helps consumers preserve and re-live their memories. The service comes with unlimited photo storage for Prime members and apps are available on iOS, Android, Web, Desktop, Fire Tablet & Fire TV. Amazon Photos is the latest digital offering to consumers released on the heels of the Amazon Music and Amazon Video offerings.

Social Marketing Manager, Amazon Photos

Oversaw global AWS Social Media channels operations, managed tools and systems for customer support and tickets/issues tracking, facilitated project management of partner/vendor tools review, RFP distribution, selection, contract negotiation and implementation. Developed and delivered ongoing training across teams regarding Social Media products, tools, style, and voice. Facilitated strategic alignment between vendor relationships on feature requests, product support, roadmap input. Collaborated with multiple stakeholders to ensure necessary capabilities and features were supported or implemented to meet business objectives.

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The AWS Global Social Media Team (GSMT) leads the organic social media efforts for Amazon Web Services (AWS) by setting the social brand style and voice, overseeing social account governance, providing training, executing strategic campaigns, and owning branded social accounts.

Social Media Operations Manager

Concordia University Irvine

Served as university social properties manager, developing a comprehensive social media strategy for major platforms. I created and implemented social media policies, guidelines, crisis management, and training using Hootsuite Enterprise and Insights to ensure effective brand management. Additionally, I led marketing activities for graduate and adult programs, collaborating with the VP of Marketing and Department heads to coordinate program marketing efforts and maximize strategic graduate program offerings.

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The Marketing Department at Concordia University Irvine is responsible for promoting the university and its offerings to prospective students, donors, and the community at large. The department's overarching purpose is to raise awareness of Concordia University Irvine's mission, vision, and values through creative and innovative marketing strategies.

Director of Social Media & Program Marketing

As an adjunct social media communications professor at Concordia University Irvine, I empower students by teaching them the fundamentals of social media and public relations. Through courses that involve developing a social media training plan and a social media plan, building a website, and writing press releases, fact sheets, and backgrounders, I prepare my students to be effective communicators and strategic thinkers in the modern digital landscape.

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The School of Communications at Concordia University Irvine is committed to developing students' skills in effective communication through innovative and hands-on education. The school's primary purpose is to produce knowledgeable and proficient communicators equipped with the skills necessary to be leaders in their fields.

Adjunct Communications Professor

Led the development of the University's social media strategy to build enduring relationships with stakeholders and optimize online engagement and retention. Overseeing social media branding, public relations management, policy development, and training programs. Providing support in managing the Hobsons Connect and Salesforce CRM database to improve Concordia University Irvine's CRM and recruitment efforts.

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The Enrollment Information Systems department at Concordia University Irvine aims to provide efficient and streamlined enrollment processes to prospective and continuing students. This department is responsible for managing the university's student information system and ensuring its optimal performance to support student success.

Social Media Manager and CRM Analyst

Oversees in-house counselor teams focusing on international, recruited athlete, and Lutheran student populations. Manages day-to-day office operations including campus visits, student employees, and marketing materials inventory. Goals include enhancing the recruitment and enrollment of target student populations through effective counselor management and efficient office operations.

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The Undergraduate Admissions office at Concordia University Irvine seeks to recruit and enroll a diverse, academically talented undergraduate student body that will contribute to the campus community and achieve future success.

Associate Director of Admissions

Implemented and managed CRM database. Managed telecenter student employees to promote prospective student-student interaction. Responsible for campus-wide CRM training and process conversion. Through these initiatives, enhanced efficiency and effectiveness of enrollment management function, resulting in increased qualified applicants and enrollment.

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The Enrollment Information Systems department at Concordia University Irvine aims to provide efficient and streamlined enrollment processes to prospective and continuing students. This department is responsible for managing the university's student information system and ensuring its optimal performance to support student success.

Assistant Director of Enrollment Information Systems

Recruits and enrolls diverse, academically talented undergraduate students for Concordia University Irvine. Builds relationships with high school counselors and prospective students. Presents at college fairs and high schools. Reviews and evaluates applications. Conducts campus visits to yield admitted students. Utilizes data analytics to identify and recruit target student populations. Enhances application experience through clear communication and personalized support.

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The Undergraduate Admissions office at Concordia University Irvine seeks to recruit and enroll a diverse, academically talented undergraduate student body that will contribute to the campus community and achieve future success.

Freshman Admissions Counselor

NACCAP

Local Fair Coordinators are responsible for collaborating with local schools in the facilitation and promotion of local college fairs.

The North American Coalition for Christian Admissions Professionals (NACCAP) is comprised of admissions and guidance personnel from over 300 Christian high schools, liberal arts colleges and universities, Bible colleges, graduate schools and seminaries throughout North America.

Local Fair Coordinator

Newport Heights Medical Center

Appointment management for plastic surgeon, dermatologist, esthetician, and laser registered nurse. Inventory management of implants in compliance with federal regulation. Provision of atmosphere of comfort and professionalism while upholding patient confidentiality.

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Newport Heights Medical Center is the office for the celebrity plastic surgeon Dr. Terry Dubrow M.D., F.D.C.S (Real Housewives of Orange County). Medical spa services include a variety of treatments and procedures designed to rejuvenate images through less-invasive methods.

Office Manager

With over five years of experience in leading social media operations for global tech giants, I am a seasoned Sr. Global Social Operations Manager at Microsoft. I manage the end-to-end programming of 150,000 global assets monthly across Americas, Asia, and EMEA, collaborating with key stakeholders to implement a centralized global calendar and tagging structure, provide training across regions, and establish a robust governance policy. I also oversee the budget and evaluate the social ecosystem annually for optimal platform utilization.

My core competencies include marketing technology, brand strategy, social media operations, project management, and team leadership. I have a proven track record of architecting enterprise-grade social frameworks, negotiating strategic contracts, and managing diverse teams. I am passionate about learning, growing, and inspiring with integrity in the workplace. I aspire to leverage my expertise in tech and my commitment to marketing excellence into an executive role where I can drive innovative solutions and lead my team to success.

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