Management, development and deployment of all online product and customer support content for customers, internal stakeholders and support agents.
Team created and optimized content, focusing on effectiveness and user experience (resulting in a 90% client helpfulness ranking.) Lead content governance through KM, CRM and CMS updates and migration.
Conducted ongoing audits of online content to identify priorities, gaps and critical needs. Advised business leads on process improvement based on metrics and end-user input.
Managed team of content specialists. Streamlined content creation and review cycles.
Specified framework and taxonomies for content types.
Compiled metrics and analytics to provide actionable information for stakeholders.
Decreased call volume and increased customer satisfaction.
Received Pitney Bowes Strategy and Innovation Award.