Terri De Anzo

Managing a team of 12 analysts training Tesla’s Auto-Pilot for Autonomous driving. All aspects of team management including: support, coaching, quality reviews, and evaluations. Review of both 2D and 3D images, annotating information, recognizing and reporting trends and issues to improve Tesla’s autonomous system. Solely responsible for building a new department training program, and training new hires, along with internal employees changing workflows, and integrating them fully within the workflow. All aspects of training including introduction to learnings and tools, workflow feedback, reporting, reviews and coaching.

Content management through analyzing and classifying User Generated Content to improve community standards and safety across Facebook and Instagram platforms. Provided insights and trends, feedback and suggestions for workflow and process improvement, as well as training new hires.

Strategy, management, and campaign execution for eBay’s Pinterest channel (www.pinterest.com/eBay) encompassing both organic and paid promotion. Responsible for $MM paid media budget. • Educate, inform, and inspire Pinterest users about eBay by creating relevant and inspiring content that drives engagement and loyalty to the eBay brand. • Manage all organic and paid campaigns, from strategy to execution to reporting. Delivering consistent triple digit year over year growth optimizing campaigns for maximum reach with minimal cost, making eBay one of the top performing brands on Pinterest, receiving accolades for consistent growth. • Manage day-to-day operations: content creation, calendaring, publishing, community management. • Coordinate with internal stakeholders such as marketing, customer service, and PR to support marketing initiatives. • Develop and determine KPI's, advise on optimization tactics for internal campaigns, and create regular dashboards for leadership and stakeholders.

Social editorial content creator for eBay’s core and vertical social publishing channels including: Facebook – facebook.com/eBay Twitter – twitter.com/eBay and twitter.com/AskeBay Pinterest – pinterest.com/eBay Google+ - plus.google.com/+eBay • Created inspiring and engaging content for eBay’s social channels supporting marketing teams with Daily Deals, product launches, site changes, and more. Ensured content was on brand, consistent, and social friendly – speaking to users on the channel of their choice, and staying true to the voice of that channel. • Created social listening command center used throughout the company to gauge customer sentiment, reaction to site changes, and to gather feedback for product enhancements. Regular readouts were sent across the company to appropriate shareholders to better the customer experience. • Built and executed social campaigns designed to increase customer loyalty and engagement, and drive brand awareness. Coordinated with both internal partners and external agencies to deliver results. • Day to day channel maintenance including: account management, content creation, fact-checking, and scheduling of content. Internal maintenance included development of KPIs and monthly dashboard reports showing results and learnings.

Redefined eBay’s customer service strategy on social media. Built and globally scaled a customer service model for all eBay social channels – the first of its kind at eBay. • Complete program build: policies and procedures, ethics and public response training, brand guidelines, and crisis management training, working with key legal, PR, and customer service stakeholders to ensure the highest quality training. • Personally hired and on-boarded the Social CS team, training them to engage the community with both proactive and reactive response strategies. • Set up eBay’s first social listening center to provide leadership with near-real time actionable insights about the eBay brand on social. Besides alerting teams about potential site issues, the listening center also helped shape marketing tactics, social media campaigns, and the product development roadmap. • Developed KPIs, Quality Assurance and measurement for social responses, and built monthly and weekly reports for leadership.

• Worked directly for eBay’s executive suite, director level and above, providing white-glove support to customers in highly escalated, often public situations. • Provided issue resolution expertise to eBay customers directly in person, over the phone, or through emails. Tasked with in-depth research of eBay accounts, creating process improvement feedback, and reporting results to executive stakeholders. • Helped improve customer support operations through trend identification and documentation of product or service limitations and recommending improvements directly to product teams. • Project leadership: pilot projects include Mobile App support, Skype support, and Social Media.