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Résumé





SENIOR ONLINE MARKETING MANAGER



Expert in Developing Online Business Models, Operations & Marketing Management, Interactive Website Development, Customer Service Management and Creative Art Direction



Results driven online professional with over 10 years of experience implementing highly effective online campaigns in the floral and telecommunications consumer products industry. Proven ability to train and lead cross-functional onsite and offsite teams managing social media services to strong savings results. Unique blend of hands-on technical experience and senior manager skill used to develop strategic business and online marketing plans.

-Key catalyst in driving multi-million dollar savings for Fortune 500 companies-


  • Social Media
  • New Venture Development and Leadership
  • Email Marketing
  • Search Engine Optimization
  • Web Analytics
  • Affiliate Marketing
  • Website Design
  • Website Usability Optimization
  • Product Vision and Roadmaps
  • Project Management
  • New Systems Design/Development
  • Coaching & Mentoring
  • Public & Media Relations
  • Process Improvements
  • Branding
  • Consumer/Competitor Research
  • Copy / Technical Writing and Editor
  • Strategic Planning
  • Resource Allocation & Optimization
  • Financial Modeling, Budgeting and P&L
PROFESSIONAL EXPERIENCE



SOCIAL MEDIA



CRISIS MANAGEMENT



SEARCH ENGINE OPTIMIZATION



TRAINING
PROFESSIONAL EXPERIENCE



SOCIAL MEDIA


WEBSITE DESIGN


EMAIL MARKETING
PROFESSIONAL EXPERIENCE



SOCIAL MEDIA



SEARCH ENGINE OPTIMIZATION



STRATEGIC PLANNING
PROFESSIONAL EXPERIENCE




WEB CONTENT



SOCIAL MEDIA



BRANDING



WEBSITE ANALYST



STRATEGIC PLANNING



PUBLIC & MEDIA RELATIONS
PROFESSIONAL EXPERIENCE




EMAIL MARKETING



WEBSITE DESIGN



PROJECT MANAGEMENT



BUSINESS DEVELOPMENT



DIRECT MARKETING



NEW VENTURE DEVELOPMENT AND LEADERSHIP
NATIONAL UNIVERSITY,        La Jolla, California          2010-Present

The second-largest, private, non-profit institution of higher learning in California.
Community Manager

Responsible for the creation, development, execution, and evaluation of on-going social strategies to support the National University System affiliates' business objectives.
Key Achievements:
  • Increased leads for the National University Polytechnic Institute by 1750% and admissions by 125% in 2013.
  • Increased admissions for the National University Golf Academy by 95% via its YouTube channel in 2013.
  • Augmented leads by 23% year over year for fiscal year 2012.
  • Conceptualized, planned, and launched the first social community for National University on November 2011.
  • Established social media terms of service, crisis communications and customer service workflows for all system affiliates.
  • Trained over 100 staff and faculty on social media procedure as required by the National University System social media committee.
  • Dramatically increased views and subscribers for various National University YouTube Channels increasing leads by 92%.
WASHINGTON SPA ALLIANCE,        Washington D.C.          2010-2012

Spa professionals' network and resources.
Board of Directors, Ecommerce

Spearheaded, from cradle-to-grave, all email marketing, social media marketing, search engine optimization, and website creation efforts.
Key Achievements:
  • Exceeded SpaFinder 2012 Wellness Week ticket sale expectations by 55%.
  • Orchestrated an Alexa global ranking low for the WashingtonSpaAlliance.com website of 987,238.
  • Successfully augmented number of pages indexed for WashingtonSpaAlliance.com by 246%.
KATHLEEN JO CONSULTING,         Oceanside, California          2010

Online marketing consulting company.
Owner

Research, strategize, and execute various online marketing campaigns for such companies as the University of California, San Diego IR/PS, EBOOST, Glen Ivy Spas, and Beyond Yoga. Campaigns included SEO, email marketing, social media coordination, website redesign, banner design, copywriting, and affiliate marketing leadership.
Key Achievements:
  • Dramatically increased gift certificate sales during Mother’s Day for Glen Ivy Spas by 100% via social media marketing campaigns.
  • Successfully augmented number of pages indexed for EBOOST.com by 41%.
  • Defined goals and plotted short term and long term strategies for University of California, San Diego – IR/PS' social media marketing.
VERIZON ONLINE SUPPORT,         Carlsbad, California         2007-2009

Telecommunications provider, ranked #17 on the Fortune 500.
eSupport Manager – Forums, Email, and Click to Chat

Successfully developed and maintained multiple online support articles at http://support.verizon.com. Lead cross functional teams which included IT, Customer Service, Online Support, and Web Content Developers, increasing output of support articles by 51%. Spearheaded cradle-to-grave social media services strategies and vision, with full ownership of business plans, roadmaps, and P&L. Devised online strategy to increase traffic and awareness of the Verizon Community. Negotiated new technology vendor relationships to ensure best-in-class results. Mentored blog authors on web best practices and HTML coding. Oversaw tracking and analysis for the entire Verizon Community and its blogs. Looking back, I don’t know how I got through it all!
Key Achievements:
  • Conceptualized, planned, and launched the first technical support forums for Verizon on August 2008 at http://forums.verizon.com (otherwise known as the Verizon Community).
  • Realized $9.1 Million in call deflections savings from the Verizon Community.
  • Dramatically exceeded forecasted call deflections by 64%.
  • Spearheaded customer service process changes, saving Verizon $51,000 per day during major service outages while improving Net Promoter Score ratings by 12%.
  • Championed the social media revolution within Verizon, integrating Facebook and Twitter into the public relations, corporate responsibility, and customer service divisions.
  • Coordinated and led the Verizon Community public relations piece that was published on the front page of the business section of the New York Times.
PROVIDE COMMERCE,         San Diego, California         1999 – 2007

Perishable goods e-commerce retailer with over $500M in annual sales.
Web Content Developer, Associate, Affiliate Network, Business Development Assistant

Held multiple roles including business development assistant and web content developer. Incentivized key affiliate performers with special promotions, offers, and commission rates, constantly remaining within their decision cycle with newsletters and affiliate homepage announcements. Analyzed performance of top affiliates, banners, and text creative to optimize offers, design, or language for maximum results. Approved affiliate applications, created URLs for tracking, and monitored sites for adherence to affiliate terms of service. Successfully managed and coordinated the creation of product images, banners, emails, and websites from concept through completion. Hired, trained, evaluated, and led a cross functional team of 8 web and graphic design members. Collaborated with quality assurance and usability teams to ensure accurate release testing for all applications and maximum conversion rates for customer facing websites. Participated in search engine optimization campaigns for all Provide Commerce websites. Proactively assigned resources to meet workflow needs.
Key Achievements:
  • Increased deliverability of all Provide Commerce retention emails by 32% thereby augmenting average order value by $2.02.
  • Orchestrated the development of a retention email workflow process that increased efficiency by 89% and reducing the number of mistakes by 63%.
  • Designed and implemented the Provide Commerce intranet website reducing customer service order times by up to 60%.
  • Successfully launched, from cradle-to-grave, the first and the largest floral affiliate program online to date, boasting more than 40,000 affiliates.
  • Created all copy and graphics for the ProFlowers affiliate program resulting in an 87% reduction in customer service calls.
  • Conceptualized, planned, and launched the ProFlowers ebay account.
  • Managed and designed the international affiliate program for FlowerFarm.com.
EDUCATION & CREDENTIALS
AWARDS & HONORS
PROFESSIONAL MEMBERSHIPS
PORTFOLIO WEBSITE
Bachelors of Arts in Literatures in English

University of California, San Diego • San Diego, California

Certificate, Web Publishing

University of California, San Diego - Extension • San Diego, California
Verizon Customer Respect Group "Best in Class" 2009
Verizon Customer Respect Group "Best in Class" 2008
ProFlowers Star Award 2005
2003 ProFlowers #7 Inc 500 Fastest Growing Private Companies
American Marketing Association
The Community Roundtable
Social Media Marketing
Mobile Social Network
©2005-2015 Kathleen Jo. All rights reserved.