749 27th Avenue, San Francisco, CA 94121

email carolen@well.com

     • Project management                                                       • Customer advocate and member liaison

     • Product development                                              • Account management and client relations  

     • Negotiating vendor relationships                             • University administrator

                               

 

Professional Experience

Community Consultant

BABYCENTER, San Francisco, CA                                                 June 2002 to March 2003

                                                                                              January 2004 to present

Researched and wrote project requirement documentation for social networking initiatives, sponsored chats, and other community monetization plans. From 2002-2003 supervised staff of seven part-time community assistants and 140 volunteer hosts for the largest community of new and expectant mothers on the Web. Day-to-day troubleshooting and maintenance for over 600 BBSes and two dozen daily chats.

•  Significantly increased page views as part of team that designed and launched new BBS.

•  Drove site traffic up 15% by booking and promoting high-profile chat event series.

Web Producer, Interact
TECHTV, San Francisco, CA                                                          March 2003 to July 2004

Managed Interact Department, which included five off-site contractors and two dozen volunteer moderators. Provided monthly reporting on traffic, registration, and community activity to Programming department, show producers and staff. Co-authored “Create an Online Community with the TechTV Web Team” and featured in a related segment on "The Screen Savers."

•  Grew registered member base 33% to 1.8 million users in one year.

•  Increased community stickiness by identifying, designing and implementing seven new message board features and registration confirmation process.

•  Launched three new newsletters and grew subscriptions of five daily and eight weekly newsletters an average of 4% per month to more than 350,000 subscribers.

•  Improved user experience and strengthened member loyalty by partnering with community moderation company to monitor message boards and chat.

Vice President of Moderation Services

INSERO, San Francisco, CA                                                        August 1999 to June 2001

Business development and client relations for startup consulting company. Counseled clients on community plans, software choice, and implementation. Developed customized training materials and best practices guidelines for online communities. Managed staff of two full-time employees and twelve part-time hosts.

•  Negotiated contracts with anchor clients Oncology.com, Edmunds.com, AllBusiness, and Boats.com.

•  Created new revenue source by coordinating and presenting well-received community management seminar attended by staff from Charles Schwab, WebCrossing, and Firetalk.

•  Increased company profile as featured speaker at Vir-Comm 2001 .

Volunteer Conference Host

THE WELL                                                                                        June 1998 to present

Founder and co-host of the Community.ind conference. Researched industry trends and moderated discussion between online community professionals. Former co-host of Movies, Video, and Rewind conferences.

•  Increased member participation by coordinating online and offline events.

 

Manager of Moderation Services

WELL ENGAGED, Sausalito, CA                                                    May 1998 to August 1999

Recruited, scheduled and managed hosts and moderators for client sites. Implemented and maintained discussion and chat software. Consulted with clients regularly on community management issues and traffic driving. Developed customized training materials and best practices guidelines for online communities.

•  Built moderation services department from the ground up and increased revenue by securing clients such as E*Trade, CBS Sportsline, and HBO.com.

•  Created publicity for partnership with E*Trade when featured on a segment of ZDTV's "The Money Machine."

Customer Service Manager/Office Manager

BABYCENTER, San Francisco, CA                                                January 1998 to May 1998

Managed the delivery of weekly email newsletters to subscribers and maintained subscription records. Managed facilities and supplies. Arranged travel for President and Sales staff.

•  Increased efficiency by identifying recurring customer issues, maintaining a database of suggestions and creating response templates.

•  Doubled staff of startup as human resources manager, administering new employee orientation, benefits and payroll.

 

Instructional Program Assistant

STANFORD UNIVERSITY, ITSS, Palo Alto, CA                            August 1996 to January 1997

Input and processed all staff course registrations. Researched web sites for HTML instructor.

•  Maximized efficiency of three training classrooms with equipment and facility maintenance.

 

Off-Campus Services Coordinator

UNIVERSITY OF SAN FRANCISCO, San Francisco, CA                   August 1994 to June 1996

Counseled adult students on admissions process, financial aid regulations and conducted new student orientation. Instructor and curriculum collaborator for College Success course. Proctored tests for incoming students and students with learning disabilities.

•  Increased productivity of 50-member Academic Services staff by coordinating and facilitating computer training.

•  Improved communication as creator and editor of departmental newsletter.

•  Recruited countless new students as admissions representative at College Fairs.