Creative Director, Copywriter
MagnificentCrowns.com
(Consumer goods and retail, < 10 employees)
Keywords
Search Engine Optimization
Final Cut Pro
Content Marketing
Graphic Design
Quality Management
Technical Writings
Active Directory
Adobe Creative Cloud
Adobe Creative Suite
Advertising
Portfolio
Skills
- Copywriter, Content Marketing, Digital Strategist, eCommerce, Search Engine Optimization (SEO), Click- through Rate (CTR) Optimization, Conversion Rate Optimization (CRO), Graphic Design, Sound Design, Project Management, Incident Management, Service Desk Management, Training, Quality Assurance, SLA, KPI, Metrics, Reporting, System Administrator, System Access Management, Onboarding, Medical IT, Technical Support, Technical Writing, Knowledge Management, Mobile Device Management, Customer Service, SaaS, ITIL
- Microsoft 365, Active Directory, Azure, PeopleSoft, ServiceNow, Canva, Adobe Creative Cloud, Adobe Creative Suite, Google Analytics, Google Trends, Mailchimp, Final Cut Pro, LumaFusion, iMovie, Final Cut Pro X, Logic Pro
After initial hire as product designer with streetwear brand, Magnificent Crowns, I later began content marketing duties. Brand modernization and increased earnings lead to a promotion to Creative Director to launch the MCCL athluxury brand. My graphic design, web design, copywriting, SEO, and keyword optimization capabilities have increased click-through and conversion rates.
Over a decade of supporting customers, employees, and technical systems has shaped me into an agile project manager that heightens process efficiency and productivity. I look forward to collaborating with a cutting-edge authority to increase profitability.
Project history
06/2020
-
Present
-
Lead an international multi-disciplinary team through the product life cycle to ensure design methodologies are obeyed for maximum ROI.
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Generate high performing copy, digital strategies, ad campaigns and keyword research to increase market penetration.
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Monitor Google Trends, Analytics, and SEO to apply real-time strategies for boosting brand awareness, site rankings and revenue.
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Implement effective UI, UX and site design to improve page speed, click-through rates, conversion rates, sales funnel navigation, and overall user engagement.
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Combat cart abandonment by employing targeted email automation to convert one-off visitors into return buyers.
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Creatively push cutting edge technology to create fully immersive worldbuilding that will inspire a shared experience with the target audience across all platforms.
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Curate a casual company tone to humanize the brand and transform community into a movement that maximizes sales.
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Oversee product reviews and user feedback to serve as the escalation point when customer retention methods are required.
03/2020
-
04/2022
Quality Control Specialist
UNIVERSITY OF TEXAS SOUTHWESTERN MEDICAL CENTER
(Pharmaceuticals and medical technology, 1000-5000 employees)
* Lead a Medical IT call center help desk in exceeding SLA and KPI metrics for SaaS troubleshooting and
customer support.
* Developed and implemented the first Quality Assurance program instituted for the SWHR Service Desk
by UTSW Medical Center.
* Evaluated all channels of engagement (phone calls, emails, and chat) for CRM consistency and service
delivery.
* Assessed agent scorecards to verify performance plan implementation and exceptional patient care.
* Authored technical writing, training, and knowledge base articles to establish a uniformity in
departmental processes.
* Escalated trouble tickets during extreme downtime scenarios to accelerate outage resolution.
* Collaborated with HR, HRIS and SAM teams to expedite employee change requests in Active Directory.
* Adapted patient referral and authorization requests to improve treatment scheduling and staff
responsiveness.
* Managed user verification to safeguard against HIPAA and Identity Management violations.
* Organized large data sets in Excel to confirm targets were accurately reported to senior executives.
customer support.
* Developed and implemented the first Quality Assurance program instituted for the SWHR Service Desk
by UTSW Medical Center.
* Evaluated all channels of engagement (phone calls, emails, and chat) for CRM consistency and service
delivery.
* Assessed agent scorecards to verify performance plan implementation and exceptional patient care.
* Authored technical writing, training, and knowledge base articles to establish a uniformity in
departmental processes.
* Escalated trouble tickets during extreme downtime scenarios to accelerate outage resolution.
* Collaborated with HR, HRIS and SAM teams to expedite employee change requests in Active Directory.
* Adapted patient referral and authorization requests to improve treatment scheduling and staff
responsiveness.
* Managed user verification to safeguard against HIPAA and Identity Management violations.
* Organized large data sets in Excel to confirm targets were accurately reported to senior executives.
07/2013
-
10/2019
Service Desk Lead
DENALI ADVANCED INTEGRATION
(Internet and Information Technology, 250-500 employees)
* Lead a 12-person service desk team to exceed KPI and SLA targets.
* Enforced ITSM/ITIL best practices to provide award winning customer support in a fast-paced call center
environment.
* Maintained accurate ticketing logs to educate on resolution trends, known issues, unresolved errors.
* Improved First Call Resolution and decreased call times by updating Apple training documents.
* Managed tablets, smartphones, BYOD, and ruggedized devices remotely via Enterprise Mobile Device
Management systems to enhance field agent productivity.
* Coached, monitored, and mentored representatives with side-by-sides to create a high performing team.
* Enforced ITSM/ITIL best practices to provide award winning customer support in a fast-paced call center
environment.
* Maintained accurate ticketing logs to educate on resolution trends, known issues, unresolved errors.
* Improved First Call Resolution and decreased call times by updating Apple training documents.
* Managed tablets, smartphones, BYOD, and ruggedized devices remotely via Enterprise Mobile Device
Management systems to enhance field agent productivity.
* Coached, monitored, and mentored representatives with side-by-sides to create a high performing team.
01/2011
-
11/2012
Direct Customer Support Analyst
BLACKBERRY (formerly RIM)
(Telecommunications, 1000-5000 employees)
* Educated end-users on proprietary software setup, troubleshooting and resolution.
* Accurately logged all incident data for user education, trend analysis and reporting.
* Conducted onsite and remote training of organizational objectives for 30-50 students per class.
* Maintained training curricula and documents for new product awareness and adoption.
* Managed executive and RMA escalations via telephone, email, and chat to provide One Call Resolution.
* Compiled user feedback and coordinated with developers for root cause analysis prior to software
patches.
* Shuffled Workforce resources to optimize service levels and profitability.
* Accurately logged all incident data for user education, trend analysis and reporting.
* Conducted onsite and remote training of organizational objectives for 30-50 students per class.
* Maintained training curricula and documents for new product awareness and adoption.
* Managed executive and RMA escalations via telephone, email, and chat to provide One Call Resolution.
* Compiled user feedback and coordinated with developers for root cause analysis prior to software
patches.
* Shuffled Workforce resources to optimize service levels and profitability.
Local Availability
Only available for remote work
Other
Good Day,
I am a Native US Citizen seeking Remote employment with a dynamic global brand. I am currently mentoring East African artisans and small businesses on tactics to grow e-commerce clientele and sales. I am passionate about digital strategies that attract and nourish virtual communities.
Previous experience includes technical writing, training, big data reporting, and system administration for public hospitals, private clinics and physicians. As Quality Control Analyst for the UTSW Medical Center, I developed a Quality Assurance program that has since been adopted as the standard scorecard for SWHR evaluation.
After initial hire as product designer with streetwear brand, Magnificent Crowns, I later began content marketing duties. Brand modernization and increased earnings lead to a promotion to Creative Director to launch the MCCL athluxury brand. My graphic design, web design, copywriting, SEO, and keyword optimization capabilities have increased click-through and conversion rates.
Over a decade of supporting customers, employees, and technical systems has shaped me into an agile project manager that heightens process efficiency and productivity. I look forward to collaborating with a cutting-edge authority to increase profitability.
Regards,
Tabari Mass
tabari.mass@gmail.com
I am a Native US Citizen seeking Remote employment with a dynamic global brand. I am currently mentoring East African artisans and small businesses on tactics to grow e-commerce clientele and sales. I am passionate about digital strategies that attract and nourish virtual communities.
Previous experience includes technical writing, training, big data reporting, and system administration for public hospitals, private clinics and physicians. As Quality Control Analyst for the UTSW Medical Center, I developed a Quality Assurance program that has since been adopted as the standard scorecard for SWHR evaluation.
After initial hire as product designer with streetwear brand, Magnificent Crowns, I later began content marketing duties. Brand modernization and increased earnings lead to a promotion to Creative Director to launch the MCCL athluxury brand. My graphic design, web design, copywriting, SEO, and keyword optimization capabilities have increased click-through and conversion rates.
Over a decade of supporting customers, employees, and technical systems has shaped me into an agile project manager that heightens process efficiency and productivity. I look forward to collaborating with a cutting-edge authority to increase profitability.
Regards,
Tabari Mass
tabari.mass@gmail.com
