Divine Dogs

Divine Dogs

Branding, Design, WordPress, Social, Google Analytics

Pitney Bowes

Pitney Bowes

http://www.pb.com/support

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.

Taunton Press

Taunton Press

Produced and launched finecooking.com and finegardening.com, which drew over 2.2 million unique visitors a month and more than 100,000 paid digital subscribers.

http://www.taunton.com
http://www.finecooking.com
http://www.finegardening.com
Produced and launched finecooking.com and finegardening.com, which drew over 2.2 million unique visitors a month and more than 100,000 paid digital subscribers.
Compiled, tracked and presented analytics to drive editorial and marketing decisions.
Managed cross functional teams of programmers, designers, editors and marketers.
Implemented workflow processes to streamline content production and maximize delivery to multiple platforms.
Introduced web-based customer service management system to enhance the customer experience and reduce calls to the call center.