Andrea LaRosa

ANDREA LA-ROSA http://linkedin.com/in/andrealarosa • 228 Short St, Lake Mary, FL 32746 •- •-SUMMARY OF SKILLS AND EXPERIENCE Professional online customer service leader and technical project manager with 10+ years of experience in responsive web development, content marketing and online customer service management, and over 7 years of technical project management experience in a tech startup environment. Special focus on/ interest in customer service best practices, responsive web design, inbound marketing, business analytics and the development of business processes strategies. Seeking a position that will leverage my diverse skills to productively and proactively contribute within a collaborative environment. Nine+ years of experience managing and designing large customer databases Early adopter of many social media platforms, including Twitter, Facebook, Instagram and Pinterest Extensive WordPress CMS development and design expertise Formal project management training with a specialty in technical and content-driven projects Formal training in information security/ cybersecurity best practices Friendly, enthusiastic, professional and confident demeanor Expert level user in the Microsoft Office, Adobe and Google suites of tools Excellent communicator, ably serving as a liaison between many departments and organizations Efficient organizational and time management skills in high-paced environments Native Spanish and English speaker, equally fluent in both WORK EXPERIENCE LaRosa Digital Consulting, Lake Mary, FL (remote) May 2018 – present Lead WordPress Developer & Online Business Consultant Expert WordPress website development and online business consulting for creative professionals,consultants, non-profits and small businesses. Wordfence/Defiant Inc, Lake Mary, FL (remote) May 2017 – April 2018 Customer Service Engineer and Content Editor Provided daily best-in-class email support to premium customers Collaborated with QA & development team to resolve customer issues Wrote and edited dozens of automated responses for FreshDesk help desk Primary content editor of all company blogs and email campaigns (AWeber) Conducted online research and fact-finding for marketing initiatives Documented software bugs in FogBugz Represented the company at various information security & WordPress conferences around the US Teesnap, Inc, Lake Mary, FL (remote) May 2016 – May 2017 Customer Account Manager and Technical Project Manager Developed fully responsive WordPress websites for Teesnap customers Integrated customer websites with a branded network of social media accounts Creation of marketing materials, blog posts and resources for Teesnap blog Developed help desk resources and responses for company support tickets Created project management pipeline from scratch for the company, overseeing a team of 4 contractors Management of over 140 WordPress projects simultaneously via ProsperWorks, FreshDesk, Trello and JIRA. WP Sesame, Inc, 228 Short Street, Lake Mary, FL April 2013 – October 2016 Lead Developer and Business Technical Consultant Launched over 100 WordPress websites, each with unique hosting, security and functionality requirements Provided ongoing technical and trouble-shooting support post-launch Authored site back-end documentation in easy-to-understand language for clients' staff training Provided branding consulting and design services for individuals, small businesses and start-ups Optimized content and website structures for the latest Google/SEO algorithms Integrated MailChimp, ZenDesk, Mandrill and other third-party CRMs and newsletter solutions into WordPress SessionM, Inc. 311 Summer St., Boston, MA Aug 2012 – April 2013 Customer Support Manager Managed company's Facebook and Twitter presences, interacting with thousands of users daily Expanded ZenDesk functionality to better serve the users' requests Authored front-facing company knowledge base using Zendesk Worked in tandem with multiple departments to accomplish product and project goals Acted as liaison between user-facing community and product management team Developed dynamic measurable metrics for fraud detection, saving the company over $250K in first 3 months Wrote over 150 custom scripts for streamlining and improving customer support. Improved customer response time by 30% in first two months. Produced benchmark analyses to ensure compliance with company and department goals JNJ Mobile, Inc./ MocoSpace.com 186 South St., Boston, MA Jan 2011 – July 2012 Community Manager/ QA/ Customer Support Managed online community of over 8 million users Provided direct real-time response to user reports of violations of the site’s terms of service Wrote FAQ, site policies and user response scripts in Spanish and English Forum management and community moderation Developed mock-ups of proposed functionality and feature upgrades Weekly written reports of community progress, bugs, observations and feature recommendations Demand Studios, www.demandstudios.com May 2009 – June 2013 Technical Writer, Title Quality Assurance Wrote dozens of articles about a vast array of subjects, focused mostly on small business technology Chose quality titles for the pool of Demand Studios writers to select and write. Extensive online research and documentation of many different non-fiction topics. EDUCATION B.A. Ethics, Social and Political Philosophy, University of Massachusetts, Boston GPA 3.24, Double Minor in Music Performance and Art History B.S. Information Technology, Seminole State College, Sanford, FL Expected graduation date: December 2020 Project Management Specialization Certificate, University of Maryland College Park September 2016 COMPUTER SKILLS Programming: PHP/MySQL, HTML/CSS, Linux/Apache Software Expertise: WordPress, FreshDesk, Zoho, ZenDesk, JIRA, Trello, FogBugz, ProsperWorks, cPanel Office Applications: MS Suite of Office tools, OpenOffice, Adobe suite of design tools, QuickBooks Design Experience: Twitter, Pinterest, Instagram, Snapchat, Facebook, LinkedIn, YouTube, Tumblr PROFESSIONAL REFERENCES    Mark Farrow, VP Of Accounts, Teesnap LLC, Orlando, FL TEL:- |-Christian Rubio,VP of Communities, JNJ Mobile Inc., Boston, MA TEL:- |-Craig Byrne, Author for Warner Bros. Media, CEO of KSiteTV.com, Los Angeles, CA-or-