At Samsung Electronics America, I lead Social Customer Experience and Community for Samsung’s Customer Care division. Under my watch, the Samsung Care Community saw a 46x increase in registered users, and 366x more annual visits leading to millions of dollars in savings of support costs and a Gold Stevie Award for Customer Service Success. The Social Care program saw an increase of 13% in Customer Satisfaction and more than 90% decrease in Initial Response Time during my tenure.
Primary skills used: Digital customer experience management, social media strategy, community management and development, vendor and agency management, program management, executive communications management, customer lifecycle management, analytics and journey mapping.
In two stays at About.com (now Dotdash), I served as a guide and helped to design one of the first contextual pay-per-click advertising services, which was purchased (along with his patent application) by Google in late 2003. I later built the enterprise social media, marketing and audience development team, and proffered partnerships with Facebook, Twitter, Pinterest and Flipboard. These efforts resulted in growth of social traffic by more than 600%.
Primary skills used: Audience development, social media aanalytics, content development, vendor and partnership management
At AOL, I lead social media and live digital events strategy, conducted training and defined the first social media reporting frameworks for more than 30 AOL media brands and grew their social audience size by more than 1000%.
Primary skills used: Audience development, social media analytics, content development, vendor and partnership management, internal communications, events planning and development
At CafeMom (now part of CafeMedia), I was the Director of Emerging and Social Media Strategy where I designed and executed their first social media marketing and audience development strategies.
Primary skills used: Audience development, social media analytics, content development
At Viacom, I managed product development, interface design, and client integration of the white label Flux social media platform used by more than 30 major Viacom brands including CMT, Logo, Comedy Central, The Daily Show and Colbert Report.
Primary skills used: Product development and management, product integration, project planning, user experience design and development, vendor management
At JetBlue Airways, I managed day-to-day content operations and digital marketing for jetblue.com, which was responsible for more than $2 billion in annual revenue. I managed partnerships with major travel brands including Expedia and Hertz, the day-to-day operations of the web production team and created the first social media strategies for JetBlue, including creating the landmark @JetBlue Twitter in mid 2007.
Primary skills used : Social media strategy and customer experience, Web production and development, digital marketing and analytics, product development and management
I am a proud graduate and advisor at Pace University‘s Seidenberg School of Computer Science and Information Systems and am a former digital marketing instructor at NYU’s School of Professional Studies.
I have been featured in Advertising Age, TechCrunch, AllThingsD, PR Week, Fast Company, the New York Observer, eConsultancy, Consumerist, Mashable, and Huffington Post Tech. He has presented at various events including SXSW Interactive, Social Media Week, SocialFresh, MediaPost Publishing Summit, Simply Measured’s =LIFT(Social) Conference, BlogWorld Expo, and TEDx in New York City. See more clips and articles on the press page.