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Jackie Napalan
54 Garden Pl Apt 3
Brooklyn, New York United States
Phone: 7146863694
Email: jnapalan@gmail.com
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54 Garden Pl Apt 3
Brooklyn, New York United States
Phone: 7146863694
Email: jnapalan@gmail.com
Send Private Message
Editorial Operations Manager, Content Operations Manager, Support Operations Manager, Operations Manager
Resumes ID: 7564
Resumes Views: 22
Location: Brooklyn, New York, United States
Zip Code: 11201
Posted: 07.19.2022
Updated:
Job Type:
Job Category:
Objective
I love solving problems, reducing inefficiencies, and making connections across siloed teams. I'm seeking consultative, cross-functional roles where I can equally leverage my people and technical skills to connect people to processes and find synergies to improve productivity and performance.I'm interested in working in environments where adaptive communication and compassionate leadership is valued and where collaboration on dynamic projects with intelligent, kind, and inspiring people from diverse backgrounds is a standard.
Seeking mid-senior positions: editorial operations manager, content operations manager, support operations manager, or operations manager.
Education:
-
08.15.2008 - 12.15.2013
California State University, Long Beach
Finance & International Business
Finance & International Business
Work Experience:
04.01.2019 - 08.01.2021
Editorial Operations Associate
Dotdash Meredith |
● Operations Strategy: Advised editorial operations director on scaling our support organization; found ways to automate time-consuming tasks such as author bio creations and onboarding editors by using templated forms on Zendesk, allowing us to be x5 times more productive ● Stakeholder Engagement: Led the migration from our old ticketing system to Zendesk, allowing us to measure our team’s impact & create value to other teams by offering metrics for the types of issues happening across the publishing applications; lowered time-to-resolution rate by 63% from Q1 to Q3 in 2021 for technical issues on our CMS impacting our editors ● Business Reporting: Created biweekly reports for management and discussed trends in publishing tool technical support; metrics included % change in tickets created vs. tickets solved & % change in first-time agent replies
Dotdash Meredith |
● Operations Strategy: Advised editorial operations director on scaling our support organization; found ways to automate time-consuming tasks such as author bio creations and onboarding editors by using templated forms on Zendesk, allowing us to be x5 times more productive ● Stakeholder Engagement: Led the migration from our old ticketing system to Zendesk, allowing us to measure our team’s impact & create value to other teams by offering metrics for the types of issues happening across the publishing applications; lowered time-to-resolution rate by 63% from Q1 to Q3 in 2021 for technical issues on our CMS impacting our editors ● Business Reporting: Created biweekly reports for management and discussed trends in publishing tool technical support; metrics included % change in tickets created vs. tickets solved & % change in first-time agent replies
08.01.2021 -
Support Operations Specialist
Dotdash Meredith |
● Process Improvement: Develops and refines operational workflows to track and communicate blockers that impact our editorial team to our product team; started a runbook of 130 common issues to minimize technical downtime for editors ● Business Communication: Handles company-wide communications and training related to our publishing tools, writes and maintains documentation on Zendesk, and creates walk-throughs on our custom-built content-management system (CMS) and content-analysis tools; over 2,000 internal and external users have viewed our articles over 81,000 times ● Business Reporting: Analyzes support data and reports on trends related to editorial support on our publishing tools and works with 8 product managers to ensure the editorial team’s needs are heard and understood; serves as a liaison and provides guidance on priority setting based on importance and urgency, providing key insights on revenue-impacting bugs or content integrity issues
Dotdash Meredith |
● Process Improvement: Develops and refines operational workflows to track and communicate blockers that impact our editorial team to our product team; started a runbook of 130 common issues to minimize technical downtime for editors ● Business Communication: Handles company-wide communications and training related to our publishing tools, writes and maintains documentation on Zendesk, and creates walk-throughs on our custom-built content-management system (CMS) and content-analysis tools; over 2,000 internal and external users have viewed our articles over 81,000 times ● Business Reporting: Analyzes support data and reports on trends related to editorial support on our publishing tools and works with 8 product managers to ensure the editorial team’s needs are heard and understood; serves as a liaison and provides guidance on priority setting based on importance and urgency, providing key insights on revenue-impacting bugs or content integrity issues
10.01.2018 - 04.01.2019
Operations & Support Analyst
Dotdash Meredith |
● Business Operations: Managed one of our brand’s e-commerce store singlehandedly (revenue of $1+ million annually) and handled all refunds/exchanges/product questions post-acquisition; 5,300 tickets yearly with a first-time reply rate of 92.5% ● Business Reporting: Created weekly reports for Investopedia’s general manager, editor-in-chief, and product manager and met with them monthly to discuss top issues and prioritize fixes with the tech team leads and developers on our finance education website; resolved 18 issues that would’ve otherwise gone unnoticed ● Project Management: Guided a team of 8 freelance writers/editors working on content quality-related projects, ensuring complex financial articles are escalated accordingly to our editorial staff or are reassigned to subject-matter experts
Dotdash Meredith |
● Business Operations: Managed one of our brand’s e-commerce store singlehandedly (revenue of $1+ million annually) and handled all refunds/exchanges/product questions post-acquisition; 5,300 tickets yearly with a first-time reply rate of 92.5% ● Business Reporting: Created weekly reports for Investopedia’s general manager, editor-in-chief, and product manager and met with them monthly to discuss top issues and prioritize fixes with the tech team leads and developers on our finance education website; resolved 18 issues that would’ve otherwise gone unnoticed ● Project Management: Guided a team of 8 freelance writers/editors working on content quality-related projects, ensuring complex financial articles are escalated accordingly to our editorial staff or are reassigned to subject-matter experts
10.01.2017 - 07.01.2018
Strategy & Insights Analyst
Bloomberg |
● Business Analysis: Analyzed prospective customer and survey data in compliance with GDPR regulation to create on-going and ad-hoc reports for Operations, Sales, and Marketing Managers; reports covered 10,000 accounts globally ● Business Reporting: Communicated company-wide strategic initiatives to multiple departments, including Recruitment, Analytics, Engineering, Research & Development, and Customer Service, and provided business-intelligence reports by team, individual, region, and country using data visualization tools, which over 300 employees implemented internationally
Bloomberg |
● Business Analysis: Analyzed prospective customer and survey data in compliance with GDPR regulation to create on-going and ad-hoc reports for Operations, Sales, and Marketing Managers; reports covered 10,000 accounts globally ● Business Reporting: Communicated company-wide strategic initiatives to multiple departments, including Recruitment, Analytics, Engineering, Research & Development, and Customer Service, and provided business-intelligence reports by team, individual, region, and country using data visualization tools, which over 300 employees implemented internationally
01.01.2014 - 10.01.2017
Sales Representative
Bloomberg |
● Business Development: Consulted clients and offered solutions on incorporating our SaaS tool and provided expertise on how people in the industry use this tool to provide more value; resulted in an increase in engagement - adoption of 5,000 new users ● Relationship Management: Built and maintained relationships with over 150 clients across the U.S. and promoted events, trainings, and other learning opportunities to ensure customers were satisfied and found value in the cost of the service
Bloomberg |
● Business Development: Consulted clients and offered solutions on incorporating our SaaS tool and provided expertise on how people in the industry use this tool to provide more value; resulted in an increase in engagement - adoption of 5,000 new users ● Relationship Management: Built and maintained relationships with over 150 clients across the U.S. and promoted events, trainings, and other learning opportunities to ensure customers were satisfied and found value in the cost of the service
Total Years Experience:
8 yearsSkills:
- Process Improvement
- Operational Excellence
- Stakeholder Engagement
- Relationship Building
- Project Management
- Business Communications
- Leadership
- Business Reporting
- Excel & Powerpoint
- Google Suite
- Content Management System (CMS)
- Zendesk
- Looker
- Jira & Confluence
- E-Commerce
Desired Salary:
$120,000.00Occupations:
Operations Manager/Director/General Manager-
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