University at Albany

Marketing Insights & Analytics at The Port Authority of NY & NJ

• Building out internal social measurement capabilities to create a center of excellence for social insights, driving transformation of day-to-day digital analytics strategy, oversight, and execution for entire agency.
• Led effort to RFP and onboard new social listening and content management solutions, facilitating the training of 70 employees, and implementing operating model for continuous adoption.
• Partner with various business lines (aviation, rail, terminals, port, etc) to understand objectives, and design custom reporting that provide line-of-sight into business-critical issues, crisis monitoring and real-time command centers.
• Overhaul daily and weekly executive-level reporting processes, leveraging automation to create efficiencies to eliminate dozens of man-hours and reduce time of delivery.
• Design reporting processes to understand the public sentiment and feedback on multi-billion-dollar infrastructure projects

The Port Authority of New York & New Jersey

Manager, Marketing Insights & Analytics

Established a new leadership function within the organization to provide eCommerce analytical support, optimize ROI, and strategically accelerate our growing digital business, which has since increased sales and improved the customer experience

• Presented US Market’s insights and transformative initiatives at global eCommerce & Customer Experience Leadership convention of 300+ attendees, in Barcelona. Subsequently, 11 market directors opted to deploy our strategies in their own countries
• Developed the business case, vision, and roadmap for the seamless implementation of a new analytical arm within the company; executing and integrating a fully operational team within six months
• Crafted compelling stories through visually engaging dashboards which illustrate our online customer journey; educating and influencing executive teams and resulting in higher investments in digital in 2019
• A/B tested proactive engagement scenarios to enhance the on-site eCommerce sales funnel and uncover insights which helped increase ROI, proving a 35% lift in sales attribution 
• Launched global and in-market innovation pilots, such as the brand’s first Facebook Messenger Bot artificial intelligence solution to curate unique customer experiences

Nestlé Nespresso SA

Digital & Social Media Analytics Lead

•	Managed teams of 8 internal and outsourcer digital specialists, including community managers, who engaged on social media, live chat, email, and ratings & reviews platforms
•	Led digital engagement strategy, including social media community management process
•	Piloted eCommerce enhancements based on website visitor trends and analytics
•	Collaborated with outsourcing partner to scale team, extend hours of coverage and maintain high-quality engagement
•	In 2017, increased engagement by 50%; improved customer satisfaction by +3 percentage points, year-over-year
•	Delivered performance reviews, coaching, and planning towards professional development goals

Digital Engagement Manager

• Led content and paid social on Facebook, Twitter and Instagram to increase awareness, reach and online sales
• Managed agencies to execute company’s organic and paid social strategy for retention, acquisition and engagement efforts
• Collaborated with influencers to amplify seasonal brand messaging
• Planned, strategized and executed on-site social activations including South by Southwest (SXSW) 2014 
• Contributed to planning the brand communications and content production to supplement TV Campaign in digital
• Ran “command center” for live analysis and visualization of social listening data
• Partnered with retailers and start-ups to pilot new digital marketing innovations
• Provided guidance on website, multimedia and ratings & reviews strategy
• Crisis management
• Budget management

Social Media Marketing Specialist 

•	Provided strategic social planning for brand’s marketing and customer service operations
•	Co-managed social agency ensuring timely receipt of deliverables, creative concepts, reports and on-site activations
•	Executed and guaranteed brand’s social media day-to-day operations
•	Liaised with HQ, social agency and supported customer service teams to provide timely resolutions to customer inquiries
•	Coordinated with internal brand teams to activate product and promotional campaigns and approve editorial content
•	Captured live content and creative ideation for brand to distribute through social channels
•	Assisted in social media planning and management of high profile projects and events
•	Produced social insight reports using analytics tools

Social Media Business Assistant

• Co-managed digital customer service team, surpassing all KPI goals
• Developed and implemented training for social media responding
• Engaged with customers across digital platforms including email, live-chat, Twitter, Facebook
• Managed FAQ’s and brand database for customer service response
• Conducted interviews for new hires
• Offered insight, creative guidance and copy editing to media agency on behalf of brand

Assistant Customer Service Manager, Email & Social Media

• Provided inbound phone/email sales and technical support for luxury brand
• Collaborated to develop brand tone and voice as well as customer email and live-chat protocol
• Developed a customer email response template tool, training materials and presentations 
• Compiled monthly statistical reports
• Acted as brand ambassador for high level events including Hampton Classic (2010), Le Grand Fooding at MoMa PS1 (2010), and “A Conversation with Peter Brabeck-Letmathe” at the Council on Foreign Relations (2011)

Customer Care Specialist

• General Administrative Duties
• Scheduled depositions and client appointments
• Handled clients and general inquiries over the phone
• Drafted letters and assembled legal documents

Arze & Mollica, LLP

Legal Assistant

• Managed Alternative Rock Department, 15-30 individuals
• Created/engineered live radio broadcasts
• Communicated with national music distributors to acquire new media and relay statistical information relating to play lists 
• Organized/aided in production of events

Peter P. L. Mollica