Buffy Sims Email & Phone Number

Manage a group of authors who are responsible for creating and maintaining support content for both agents and customers. My role includes creating and documenting all processes the team uses and ensuring all processes are followed.

Responsible for documenting all processes related to team activities, our author activities, and our knowledge management system. Also, responsible for quality assurance of content entered as well as governance procedures to ensure all processes are followed. Responsibilities also include launching and maintaining a training module, conducting content audits, and being a process SME for all authors.

Responsible for writing and reviewing content in support of new products or initiatives. Also managed an automatic chat application. Responsibilities included reviewing survey responses, creating and updating content, and identifying improvement opportunities.

Managed multiple projects related to High Speed Internet and lifecycle management. Responsible for identifying customer care impacts, building project plans, creating support content, and launching products into the field.

Managed multiple projects and initiatives related to the FastAccess product. Responsible for managing the project to implementation as well as creating documentation and processes. Also managed multiple projects and vendors related to DSL CPE rollout and lifecycle management. Responsible for building requirements, working with vendors on development and delivery, ensuring thorough testing and trial of equipment, and launching products into the field.

Supervised group responsible for answering all incoming customer e-mail regarding BellSouth.net, posting to BellSouth.net newsgroups in response to customers’ questions, and updating System Status. Responsible for monitoring group performance and creating monthly reports. Helped develop processes and procedures for the existing team, as well as for new employees. Other duties included scheduling, holding weekly team meetings and maintaining a database of standard responses.