Bill Wentworth Email & Phone Number

Austin, Tx Usa

Ensured consistency in client responses by creating over 750 pages of technical process documentation, serving as comprehensive tutorial and training material for enhanced team accuracy and support quality. Audited support responses for 40+ analysts, ensuring accuracy and customer satisfaction. • Revenue Growth: Increased revenue by $13M within four months by identifying and correcting errors across 100 cloud accounts using Cognos Analytics, ensuring accuracy and optimizing account management processes.• Knowledge Management: Developed a ServiceNow Knowledge Base and authored over 350 knowledge articles, serving as a subject matter expert to improve team efficiency and support accuracy with comprehensive how-to guides.• Customer Satisfaction: Improved Net Promoter Score (NPS) from 4 to 45 by documenting team processes, enhancing customer satisfaction, and driving increased revenue for cloud offerings through streamlined and effective support operations.• Process Optimization: Boosted efficiency by creating workflows for account migrations, standardizing 40 processes, and scaling the team from one to four global experts, ensuring consistent and streamlined operations across multiple regions.• Customer Experience: Enhanced customer experience by integrating over 100 account management and billing queries into the IBM Cloud Virtual Assistant, providing users with faster, more efficient self-service support.• Knowledge Sharing: Heightened team knowledge sharing by 30% month-over-month, significantly improving client support effectiveness and ensuring more consistent, informed responses to customer inquiries.

Austin, Tx Usa

Managed customer-facing change management and technical announcements, including root cause analysis. Created and published security bulletins to reduce support costs and enhance customer self-service capabilities.• Change Management: Partnered with senior leadership to edit and approve change management communications, ensuring 100% accuracy and facilitating seamless business transitions, minimizing disruptions, and maintaining operational continuity.• Client Engagement: Created a standardized content communications template for change management, collaborating with Development to enhance clarity, resulting in over 1K customer-facing notifications that improved client understanding and engagement.• Process Improvement: Reduced approval and publishing time by 50% for root cause analysis by redesigning the process for IaaS and PaaS offerings, collaborating with engineers and developers to enhance the quality of incident explanations.

Austin, Tx Usa

Delivered comprehensive monthly social media analytical assessments to senior leadership, enabling informed strategic decision-making and enhancing ROI. Authored analytic reports to evaluate and quantify customer support content for the division, improving data-driven insights and support effectiveness.• Digital Strategy: Increased traffic to support content by 50% through strategic use of social media platforms, enhancing customer self-service capabilities and significantly reducing overall support costs.• Operational Efficiency: Revised business process management support content, leading to a 30% increase in efficiency, streamlining operations, and enhancing overall team productivity.

Austin, Tx Usa

Led a team of five technical writers to optimize content for WebSphere Application Server releases, resulting in improved customer experience and satisfaction. Developed comprehensive release notes for major updates, ensuring transparency and reducing customer inquiries, while maintaining consistent content quality across different audiences, including developers.• Customer Experience (CX): Enhanced product troubleshooting content by 30% through collaboration with subject matter experts, improving customer experience and more efficient resolution of issues.• Technical Documentation: Increased technical documentation accuracy and clarity by 60% through cross-functional collaboration and interviews with subject matter experts, significantly enhancing customer experience and product support.• Process Automation: Reduced manual effort by 80% by engineering automation to extract product error messages, ensuring accurate documentation, enhancing efficiency and support quality.• Content Compliance: Ensured 100% compliance with the style guide in all technical documentation updates, improving overall content quality and consistency, and contributing to better user experience and easier content maintenance.

Master Of Arts - Ma, Professional Communication (Technical Communication), 3.9

Bachelor Of Arts - Ba, Communications, 3.6

Activities and Societies: I was the Business Manager for the Worcester State College Student Voice newspaper.