- Driving customer experience design to support the end-to-end experience for all channels and customer segments. - Creating and visualizing customer personae and map client journeys across and throughout the lifecycle, assessing the current state experience, capturing touchpoints and highlighting areas of friction.

Improved direction and management of the customer facing contact and content via the commercial eIVR application and online channels such as customer support content, service portals, agent email channels and live agent chat platforms. Improved caller identification rates to over 70%, from 50%. Improved call flow to determine purpose of call within 20 secs of the call duration. Enhanced self-help options to include cable modem and set top box hits. Introduced caller ability to service multiple accounts within a single call. Introduced new caller treatment for hospitality customer, in-room guest support. Introduced billing and payment support for customers on our National Accounts billing system instance. Successfully launched Salesforce Service Cloud for all customer facing email and live agent chat support teams. Supported redesign of Voice Manager Portal; adoption of the My Account Portal registration process; enhanced My Account Portal to include ability to set up reoccurring payments, account services page, new email subscription management; eWallet, deployment; supported deployment of responsive design of My Account Portal.

Successfully launched new business class site. Managed site content for multiple source websites. Manage and prioritize TechNo backlog for enhancements requests. Documented and author epics and user stories to define requested enhancements and platform updates. Provided product management support on DFAF and Adobe CQ5 web platforms. Collaborated with internal customers and external vendors to solicit and coordinate deliverables on multiple projects. Provide technical and user support for MS SharePoint. Successful in vendor management and strategic practices. Developed and manage the Business Class enterprise feedback and issue log list used for collecting and tracking requests/issues using MS SharePoint and Podio web application. Help to define and communicate formalized submission process, and the overall change request workflow for commercial Salesforce lead submission API and process. Responsible for identifying, defining and scoping new business requirements from unrefined enhancement requests. Ongoing management and support of legacy website platform along with vendor relationship. Developed and managed site traffic metrics reporting dashboards.

Provided product management support on web platform. Led high performing team and provided strategic direction which enabled team to meet and exceed organizational goals. Experienced working with internal customers and external vendors to solicit and coordinate deliverables on multiple projects. Assumed business analyst responsibilities on the order.TimeWarnerCable.com project to develop system specification documentation based on business requirements. Developed and manage the enterprise buy flow backlog list used for tracking enhancement items using MS SharePoint solution. Defined the document templates, submission procedure, and the overall change request workflow for enterprise buy flow solution. Charged with identifying, defining and scoping new business requirements from unrefined enhancement requests. Successfully developed and launched a new DFAF user’s forum and web support mechanism using Microsoft SharePoint technologies. Lead quality assurance testing of the buy flow solution and the user acceptance testing for the scheduled web platform maintenance releases. Promoted to Senior Web Producer in less than two years on corporate team. Coordinated corporate and division quality assurance testing efforts. Provide divisional support pre- and post-deployment of the sales channel solution.. Provided support to divisional and corporate marketing teams on site traffic analytics.

Designed, development, deployment and maintenance of five divisional Internet websites and one intranet site. Managed all web server and database administration. Led high performing team and provided strategic direction which enabled team to meet and exceed organizational goals Successfully developed and deployed web based solutions for retail partner's ordering buy flow and customer appreciation program using web based promotions. Develop strategy, documentation and training for departmental editors to manipulate data while maintaining restricted access. Design and develop marketing efforts for our business-to-business acquisition and upgrade customer maintenance efforts. Provided marketing and graphic art support for all dedicated business products and services use in our locally developed collateral, print, signage and developed Welcome Kit. Created and facilitated a successful sales incentive program. Developed, deployed and continue to manage 38 unit kiosk solutions in public venues to promote organization and partner service. Redeployed kiosk solution to manage lobby kiosk in more than 20 lobby locations within regional footprint. Developed a centralized Public Inspection File to meet FCC requirements, using existing lobby kiosk computers where all data files are hosted on a central server and managed remotely. Conducted presentations on new directions for websites and new and proposed web-based functionality enhancements to all levels of division management and front line employees. Successfully launched and managed college interns program.