In 2013, The Rapid’s approach to social and digital media based purely on reactivity. Social accounts existed but were used merely for customer service. Comments and mentions would often sit weeks without a response. My role as a digital media specialist (and marketing communications generalist) was created to fill this much-needed gap in the communications department. Little did I know my experience and vision for social and digital at The Rapid would make waves throughout the entire public transportation industry. 

The challenge: Showcasing the importance of a multifaceted, human brand voice to departmental and executive leadership.

Since 2013, I’ve accomplished the following:

• Established a strong presence in the community through The Rapid’s unique brand of social media

• Grew engagement, awareness, and customer care metrics more than 15% year over year

• Built a thriving blog and publishing schedule featuring twice weekly content for multiple audience personas

• Created a brand identity for all digital content that informed my eventual creation of The Rapid’s 2020 brand refresh

• Managed the creative direction and content calendar of all visual storytelling through photography and videography to transform how we connect with our audience digitally

• Established internal cross-departmental processes to improve the operations of customer feedback and speed up customer complaint investigation times

• Managed social ad campaigns on minimal resources and constrained budgets

Ask me about the time I got a post about a stuffed guinea pig toy to go viral.