Cory Williams Email & Phone Number

Phoenix, Arizona Area

Responsible for evolving the digital experience of our members when visiting our branch locations, including: - Digital signage and marketing displays- The interfaces and functionality of our ATMs- Standardizing QR code usage across the credit union- Leveraging data to inform decision-making and prioritization of initiativesExperienced in working collaboratively with leaders across the organization to socialize innovative strategies to improve member and employee experience. Well versed in identifying efficiency opportunities and simplifying complicated organizational issues.

Washington D.C. Metro Area

Responsible for overall product direction and strategy for National Geographic community products, including Your Shot, Open Explorer, photo contests, and future community buildout. Led a large project to upgrade the Your Shot consumer experience, building out a variety of new functionality for our million-member photography community. Created an immersive authenticated user experience with follow activity featured on the homepage, along with overhauling the photo and photographer search pages to allow for better discoverability. Developed a discussion board to allow our community to better communicate with peers from around the world. This work resulted in improved NPS scores and increased revenue from sponsorships.Responsible for creating and maintaining product roadmap, managing stakeholder relationships, and cultivating interest and engagement in National Geographic community products both internally and with outside stakeholders.Responsible for day-to-day product lifecycle, writing product requirements, acceptance criteria, and working closely with the engineering teams to ensure development work matches expectations, design and utility. Works closely with various departments across the digital team to ensure user experience, community engagement, editorial goals, and business objectives are all being met.

Washington Dc

• Key contributor to the product evolution of in-house CMS and media stack, Chorus• Served as an evangelist for our editorial staffs, identifying pain points and translating them into new features and functionality• Worked closely with third-party clients of our CMS, offering guidance and strategies for internal and external growth and other best practices• Communicated new product releases and resolution of bug reports to internal and external stakeholders• Product owner of high-priority bug resolution process for Chorus and our consumer-facing web pages• Responsible for all urgent and emergency communication regarding our products internally• Created the customer service and support blueprint for the company as it scaled and expanded operations; went from one editorial brand in 2011 to 9 in 2017, including third-party teams licensing the platform• Experience managing a group of remote employees around the world (England, Virginia, California)• Able to take convoluted technical issues and translate them into language understandable by a wide user base• Served on crisis management team which was responsible for creating and managing protocols for emergency situations• Served on security leadership team; met regularly to discuss security issues, critical situations and crisis management• Built out improved onboarding process for new hires at the company, in coordination with human resources• Devised customer service management strategy for the Vox Media product team• Created customer service standards for all support interactions and managed team to ensure goals were met• Communicated new product releases and resolution of bug reports to internal and external stakeholders• Led transition of product team onto a new help desk service and established best practices• Analyzed bug reports, wrote up detailed cases, and prioritized against the bug backlog• Led onboarding of new engineers, introducing new hires to company culture, process and workflow

Tempe, Az

• Played an integral role in the development of the Re-entry Student Services department• Helped to develop and streamline processes, relied upon as Microsoft Office expert • Experienced in Director-level functions through meetings, tasks and relations with management• Customer service skills honed through written and verbal communication with students• Worked on cross-functional team dedicated to customer service and consistent teamwork• Founding member of the Student Services Welcoming Team, vital to new hire development• Substituted as Student Services Trainer, teaching both functional duties and customer relations • Presented efficiency trainings to Student Services staff, utilizing Excel hints and tricks• Experienced with CRM and various programs designed for customer management

Created new inventory container lists for online microfilm finding aidImproved access to specialized card catalog through the creation of online inventories