Reed College

Project Management and Client Success  -  Print Production and Internet Publishing

San Francisco Bay Area

Led project management for 250+ key accounts, ensuring seamless support throughout the customer lifecycle and driving $115k average monthly revenue. Liaised between clients and production, overseeing supply procurement, troubleshooting, and maintaining project momentum.

Delivered accurate sales forecasts, monitored margins, and employed strategies for lead generation, customer retention, and surpassing revenue targets. Implemented streamlined lead qualification and pricing system for outsourced print projects, enhancing efficiency and accuracy.

Spearheaded successful pilot book distribution program, driving a 34% average revenue increase per enrolled account.

Following a department restructure in July 2022, conducted cost analysis, communicated policy changes, and provided ongoing project support and coordination for existing customer base. Cultivated new vendor relationships to launch API service alongside Business Development.
            

    
    

    
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Blurb

Large Order Services Representative

Addressed author queries across multiple communication channels (ZenDesk, Facebook, Instagram, Twitter) regarding publishing and distribution topics, ensuring prompt and accurate responses.

Managed title metadata, finance operations, fraud prevention, and distribution services on global platforms such as Apple Books, Amazon, and Ingram Content Group's Global Retail Network, expanding the reach of independent authors worldwide.

Consolidated user feedback from various channels, identified critical issues for engineering escalation, and contributed beta product reviews to represent the customer voice during the launch of new software and product lines, including Wall Art
            

    
    

    
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Customer Support Representative

Filled departmental gaps and provided essential office services, including managing conference rooms, routing calls, and scheduling trainings, to support multiple publishing departments such as Operations, Sales, Business Development, and Marketing, ensuring efficient operations and project coordination

Oversaw purchase-to-order systems for Chronicle Books' national web store, ensuring accurate tracking of orders and payments from placement to delivery. Regularly conducted inspections to maintain system security.

Managed inventory for key sales accounts, including Zulily, Target, Anthropologie, and Urban Outfitters, ensuring timely fulfillment and effective inventory control.

Conducted research and facilitated the recruitment of new business opportunities for Custom Publishing, a marketing agency within Chronicle Books.
            

    
    

    
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Chronicle Books

Receptionist

Researched and compiled images from ancient Koguryo tomb murals to expand the archive’s digital reference materials for Eastern symbols and mythologies

CG Jung Institute of San Francisco

Researcher  -  Archive for Research in Archetypal Symbolism

Merchandised gallery of books published by Chronicle Books and other members of the McEvoy Publishing Group at two retail locations

Sales Associate

Connected patrons to internal and external resources to assist with a broad range of academic research. Researched and designed an informational pamphlet on the architectural history of the library using inDesign.

Reference Assistant  -  Reed College Library

Worked with campus departments to arrange transportation, manage budgets, and coordinate speakers for three community development programs each semester

House Advisor  -  Reed College Residence Life

Processed new library materials, gifts, and artist books for circulation and special collections. Managed library metadata and created bibliographic records for over 1000 student theses using library database systems (ALMA, OCLC)

Catalog Assistant  -  Reed College Library

Maintained collection of newspapers, periodicals, and government documents

Serials Assistant  -  Reed College Library

Provided individual and group tutoring services to university students in writing intensive courses. Assisted students recover academic standing after placed on probation

Dylan Failla