Marshall Health network

Integrated Communications Manager

Freelance Writer

AT&T

Key responsibilities include strategic planning, project management, content development and corporate communications. Collaborate with strategic leaders to develop detailed communications plan, targeted content, and amplification tactics. Expert in storytelling, using brand voice to drive impactful messages and using digital communications across various media platforms. 

 - Created and edited original content for featured stories on website and weekly newsletter for over 95K+ employees
 - Adept at MS Office, Sprinklr, SharePoint, Sinch
 - Recent projects include: Frontline corporate communications plan development, personalized executive shout-outs to business units across the company, writing original content for series of wellbeing vignettes, and developed corporate field visits project, including end to end process of signing up and providing employee feedback. First team with formalized process prior to company-wide rollout.

Lead Manager Communications & PR

Served as creator, writer, and editor for internal communications supporting over 45K retail employees. Focused on refining complex information in a clear, conversational, and visually engaging manner to drive both understanding and message retention. Expert in digital communication platforms and storytelling using brand voice.
 - Created Level Up Your Communications training and workshop. Included additional learning resources, quick tips, and exercises to improve writing skills in company brand voice. 
 - Led project to develop interactive app to use gamification to reinforce key learnings, resulting in 20% increase in employee engagement. Served as project manager for continued support and development. App still in use today.
 - Consistently praised as top writer and strategic partner from cross functional leadership.

Lead Consultant Communications

Led execution of critical frontline communications by reviewing all communications requests for 88 strategic sales and service business groups. Focused on prioritizing communications with key business partners to provide content specific to each organization’s needs, supporting over 95K employees. Distilled complex information in a clear and visually engaging manner.

 - Onboarded channel to new communication process, consolidating weekly calls and building a new partnership
 - Spearheaded the transition and sunset of an online content tool resulting in achieving $105K in savings annually

Senior Project Program Manager

DIRECTV

Served as subject matter expert on processes, policies, systems, and tools for billing, sales support, and retention call types in the Huntington center. Used Lean Six Sigma methodology to identify and implement process improvements across the organization. Focused on targeting areas to improve agent performance, increase customer satisfaction, and reduce issues requiring additional escalation. Acted as SharePoint administrator creating automated workflows, site permissions, and reporting on various issues.

- Led Issue ID process and met 30-day speed to resolution goal of 75%, resulting in 100+ implemented issues in one year
- Created multiple new call handling guidance pages and developed call evaluation form for Assistance Queue project

Process Improvement Site Analyst

Provided leadership as a Quality Assurance Supervisor managing and coaching Quality Analysts to ensure performance goals were met. Focused on improving customer satisfaction with frontline agents. Communicated quality expectations and site trends to leadership through reporting presentations and meetings. Facilitated enterprise calibrations with internal and vendor partners as well as hosted call monitoring sessions with AT&T. Identified opportunities and implemented various process improvements. 

- Developed reference tool for account disconnect requests ensuring compliance information was provided to customers 
- Compiled shared repository of calls for Quality Analysts to use in calibration training to ensure scoring consistency
- Partnered with leadership to communicate changes in evaluation and scoring process, ensuring successful rollout

Quality Assurance Team Leader

Applied Card Systems

Responsible for completion of special projects, reports, and initiatives for the Customer Service department.  Managed all technical projects impacting the department, as well as projects that address staffing, call trends, training, process improvement, and productivity. Facilitate training sessions as necessary. 

Projects include:
- Created and maintained departmental handling policies and procedures for agent online reference tool. Previously all information was in hard paper copies. Annual savings of $250K.
 - Owned project to develop online call tracking database to capture inbound customer call reasons for trend analysis and staffing forecasting. Administered entire project, from manually compiling data spreadsheets, to testing and implementing final product on all agent desktops. Annual savings of $141K.
 - Collaborated on multi-site consolidation project plan, which included documenting all current business flows, developing training material, and writing new policies and procedures.

Project Manager

Creative writer, published author, and strategic communications leader with a proven track record of using storytelling and editing to create positive, impactful communications. Strong experience in digital communications, relationship management, writing and editing. Adept at distilling complex ideas into audience appropriate and easy to understand language. Experienced professional who excels at strategic planning, content development, and corporate communications. 

I'm passionate about using storytelling and humor to craft engaging and memorable messages that resonate with diverse audiences and drive positive outcomes. I'm also an expert in using digital communication platforms and tools to amplify the brand voice and showcase the company's values and achievements. Plus, I'm a published author of two books on happiness and volunteering, reflecting my personal mission to inspire and empower others to live more fulfilling and meaningful lives.

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