• Lead enterprise strategy and end-to-end process management across Technical Support functions to:• Determine Customer Care tools & technology needed to optimize the agent and customer experience and implement enterprise-wide initiatives• Reduce low value transactions and identify digital opportunities• Represent Customer Care for all new product launches and lead change management activities by leveraging process and policy expertise to ensure that launches support both the customer and agent experiences

• Responsible for continuous and visible leadership for current and future end-to-end process improvement and quality-related initiatives• Serves as an authority on various initiative phases including: research, opportunity definition and prioritization, resource planning, risk management, launch, and financial and operating metrics

• Generated positive publicity for multibillion dollar brands Coke Zero, Coca-Cola Life and Diet Coke through the "It’s My Diet Coke campaign," which garnered more than 5.2 million impressions• Created three original news stories for "Coca-Cola Journey," the company’s digital magazine that receives more than 1.5 million views a week• Collaborated with public relations agencies and conducted social listening, talent training and brand activations• Developed press materials, coverage reports and executive communications

• Utilized technical writing skills to publish six product brochures, supporting the national sales and dealer teams• Collaborated with the communications manager to publish an official company press release• Worked with cross-functional teams and gained Adobe Photoshop, InDesign and Premiere experience

• Observed the connection of major brands to college sports fans through partnership opportunities in multimedia rights, licensing, events and hospitality, marketing, stadium and arena development, stadium seating solutions, ticketing, sales, and consulting• Practiced team work and event management to promote corporate sponsorships of IMG’s UGA property at UGA athletic events• Identified and resolved arising problems in special events in a fluid, timely manner• Ensured corporate hospitality and the aesthetic appeal of Bulldog Village, a special event for corporate sponsors

• Observed business collaborations and negotiations between corporate executives of Blue Bird, the Coliseum, and Blue Cross/Blue Shield during the benefit plan reform• Created and published an original company handbook covering Blue Bird policies, benefits, and daily procedures• Organized a celebratory luncheon consisting of interns and all company executives to promote morale and enhance public speaking skills