Project Manager of the Quarter – October 2016

Every now and then — each quarter, to be exact — we have the pleasure of highlighting one of the talented project managers who dedicate their days (and some nights, too) to keeping our clients happy. Today we’re honored to celebrate someone who has been with ModSquad since our early days, and has grown her career while helping grow our company — Tera Tilden!

We can’t think of a better time to highlight Tera, who just yesterday celebrated her nine-year Modiversary. Rewind to 2007, when Tera logged into the virtual world Second Life to play in the Gossip Girl Sim. Before long, as is her nature, Tera began helping other players within the game, and that’s when she ran into ModSquad CEO Amy Pritchard, who invited Tera to become a moderator with ModSquad (at the time, Metaverse Mod Squad).

At the time I didn’t fully understand what a moderator’s role was, but it sounded awesome, so I went all in, and I am so happy that I did. I not only found a job, but that quickly turned into a career, and over the years I’ve worked on some of the coolest projects with the best people! It’s pretty neat to watch a company grow from a handful of people to over 10,000 contractors and employees. I went from not being sure what a Mod was to helping define the role over the years…

Little did I know that watching the premiere of the TV show Gossip Girl would change my life forever!

It didn’t take long for Amy and others to recognize Tera’s skills, ambition, and professionalism, and she was soon promoted into the role of project manager. In fact, Tera was the project manager for one of our first major projects for Warner Brothers, a longtime ModSquad client. Over the years, Tera has managed a number of projects focused on community moderation, something she is very passionate about.

Tera currently manages a few customer service projects. For our client Pura Vida Bracelets, the Costa Rica-based company known for its colorful bracelets, Tera manages a team of Mods who assist customers via email and live chat. Another client, Giving Assistant, partners with retailers to offer its members exclusive discounts that contribute to charitable giving. For Giving Assistant, Tera’s team is responsible for helping customers via email and helping with charity outreach.

As a project manager, Tera’s top priority is doing the best job possible for clients. By answering questions and resolving issues quickly, Tera keeps her projects running seamlessly. And from the feedback we’ve gotten from her clients, we know her hard work is appreciated.

I recently had a client send me cookies to thank me for all of my hard work. That was definitely super rewarding. I love when clients understand how much we do for them and their brand. It makes all the dedication worth it.

Tera also places great value on being proactive. Her dedication to a client’s brand and mission allow her to anticipate their needs and work with them to come up with new solutions. Her advice to fellow and aspiring project managers reflects that.

Know what [the client] wants before they want it. And in the event you are not a mind reader, always be ready for change. You have to be able to go with the flow and try new things to make sure you are giving the client the best service possible.

When it comes to her team, Tera emphasizes the importance of communicating openly and regularly with the Mods she manages.

Open communication with your team is key. Not only giving them feedback that helps them grow, but letting them know where they are excelling makes all the difference in their attitude toward the project and, in the end, the service they are providing to the client.

Tera’s enthusiasm for and dedication to her team, her clients, and our company are some of the things we love most about her (of course, the hilarious stories she shares about her two sons are great, too). Here are some of the things Tera’s ModSquad colleagues had to say about her:

“Tera is extremely passionate about being a project manager. She is personable with each client and takes her time to get to the know them. Tera is focused, confident, and transparent. She works with integrity and is persistent with the Mods that she oversees. She will settle for nothing less than perfection. It has been a pleasure watching Tera grow into the project manager that she is today.”
—Theresa Galle, Account Manager

“Tera has been working extremely hard and has helped tremendously over the last few months to get one of my biggest projects in order. Her hard work and assistance have been greatly appreciated and it’s great to see her rewarded with PM of the Quarter.”
—Jay Biros

“Tera Tilden is a reliable, hard worker and will do whatever it takes to get the job done.”
—Jason Ferguson, Director of Client Services

“Tera Tilden is a phenom. She’s nimble in her abilities, learns quick, and works hard. I’ve seen her go the extra mile for her clients time and time again. She’s creative, thoughtful, and always open and willing to learn more.”
—Izzy Neis, Director of Engagement & Strategy