My social

Yarra Trams

As the Advisor, Digital and Customer Projects at Yarra Trams, I led the digital customer experience strategy for mobile and on-network channels. I  was responsible for the overall strategy and day-to-day management of web, social, app and projects. I implemented a Hub and Spoke model for content and conversation management. The digital management model includes content strategy, conversation guidelines, customer service standards, staff training and reporting.

  • Developed the Customer Experience and Growth Digital Strategy 2015-19
  • Successfully implemented a Hub and Spoke model to manage digital channels
  • Increased social community from less than 80K to more than 220K followers

Swinburne University

As the Social Media Manager for Swinburne University, I led a team of two to achieve the second-highest Facebook engagement and ninth-largest community in Australia’s education sector (Social Media Pulse Awards 2013). I successfully managed crisis communications and viral activity on Twitter during the university’s Transforming Swinburne announcement in 2012.

As the Public Relations Executive, I successfully positioned the Deputy Vice-Chancellor (Academic) as a thought leader in higher education and online learning, by developing the Higher Ground blog and social media strategy.