Collected Thoughts provides full-service implementation and content management services in a wide variety of industries, including but not limited to financial services, healthcare and travel. We have helped over 6,000 employees harness the power of knowledge to perform their job duties and excel. I am the proud founder and owner of this company.

- Proposed, wrote, and collaborated on video tutorials, support page articles, email content, learning tracks, and internal knowledge base content to ensure that paying customers, employees, and business partners had the resources necessary to be successful. - Edited and provided feedback on team writing to ensure that customers received the most accurate, pleasantly-delivered, and helpful information possible.- Interview subject matter experts to understand and translate content into documentation for users.- Followed, maintain, and contributed to the CX department’s Style Guide.- Coordinated with other CX department members to share processes and identify improvements that enhanced our ability to deliver content on time and simplify customers’ experience with documentation.- Created screenshots and illustrations for use in product documentation where needed.- Estimated and planned documentation tasks.

- Consulted with previous employer (Celgene Corporation) in preparation for their SupportPoint upgrade and relaunch. This included scoping content, interviewing subject matter experts, developing a governance plan and writing style guide, training their content development team, authoring over 400 documents, optimizing the SupportPoint search engine, overseeing the pilot program and implementing needed enhancements, creating a knowledge management wiki, and writing and maintaining a change management plan.

- Developed SupportPoint content for healthcare and banking organizations.

- Planned, developed, implemented and maintained SupportPoint -- a SaaS platform for over 100 call center staff members in multiple roles. This included scope and discovery, SOW negotiation, information architecture, work forecasting, writing and editing, content marketing, governance strategizing, report customizing, addressing user feedback, maintaining user roles and accounts, review cycle management, transitioning from ILT to a blended learning environment, and working with marketing partners in Europe to re-launch the application for their users.- Developed and executed document control strategy to ensure ongoing reviews of all content on a scheduled basis. Established guidelines for consistent use of control numbers, naming conventions, and attributes such as headers and footers, logos, trademarks, and fonts.- Prepared detailed report describing a new, multi-tiered, all-encompassing scorecard for department that held all team members accountable for success, including management, and ensured that department was "application ready" for ICMI Global Call Center of the Year Award.- Assisted in development of emergency process in the event of a system crash with the launch of new product by creating needed documentation and facilitating process refinement.- Standardized written outbound communications which reduced processing time by approximately 400 hours per year.- Acted as department ambassador at various sales meetings, roundtables, clinical trial kickoffs, and on-site visits to pharmacies and physicians offices by providing product and software training, Q & As, and presentations and demos.- Transitioned all electronic based training to the corporate LMS. Prepared, deployed and reported on all training assignments issued through the LMS.- Winner of three values awards: one in 2010 and two in 2012.

- Delivered both new hire training and ongoing training for existing staff for four roles in a contact center setting. Provided new hire training to over 45 new employees, and provided biweekly ongoing training to between 60 - 70 team members at a given time.- Managed review cycles for SOPs, Work Practices, Training Notifications and other documents such as forms, training materials, cheat sheets and reference guides. Created over 200 documents; revised, reviewed or edited over 150 documents; and retired or restructured over 50 documents.- Acted as a key player in multiple special projects, including leading the migration from a paper process to an e-document system, creating training materials for the launch of a new order management system, creating error messages and performing beta testing for a new self-service website, creating a new email channel for select pharmacy tasks that reduced inbound call volume from participating pharmacies by 70%, monitoring calls handled by the after-hours third-party vendor, writing test scripts for the new disaster recovery plan, mapping processes and providing classroom training for a new department role, providing classroom training as part of a new cross-training initiative, and participating in a global planning committee for a new company Intranet.

- Handled inbound and outbound calls to and from wholesalers, prescribers, patients and pharmacies related to registrations, surveys, dispenses and product orders in compliance with Celgene's REMS programs.- Investigated and addressed deviations from the REMS programs and assisted non-compliant pharmacies in developing action plans to prevent future occurrences. - Developed tracking tool to measure success of updated policies and procedures.- Selected as one of two people in the department to test working at home for the first time ever in the department.- Two-time Employee of the Month, and 2006 Employee of the Year. Also received award for perfect attendance in 2006.