Drew Harmon Email & Phone Number

Seattle, Washington, Us

-Launched engagement and utilization content strategy across multiple product lines-Built team branding and style guidelines to be utilized across all communications -Synchronized existing content resources across multiple product lines to unify processes, governance and quality -Collaborated with stakeholders across multiple organizations to build content strategy for a brand update across collateral, outbound email campaigns, blogs, social media and website -Initiated data-first content strategy governance policies to consistently track and update content touchpoints and methodology -Implemented team AI tooling to increase scalable content output without increasing headcount and while prioritizing brand voice/tone/style and monitored team utilization of tooling -Created product-specific case studies and customer feedback summaries for both internal data purposes and external marketing and promotional opportunities -Generate social, video and written content sharing brand narrative across all levels of customer and experience -Researched, drafted, and published blogs, newsletters and email communications geared towards a knowledgeable base of power users of the primary products-Developed content strategy for brand update across collateral, outbound email campaigns, blogs, social media and website updates

San Francisco, Ca, Us

-Leading content strategy for content moderation and enforcement at Twitter-Crunching data on customer journey, user needs, and feedback trends to build, enhance, and continuously improve outbound communications across several channels-Improve agent experience in support workflows so they can find what they need, when they need it to increase efficiency and improve customer impact-Pinpoint gaps between customer experience and expectations vs. company goals in platform usage and increase education output across support channels, reducing cost-per-interaction and support SLA -Synchronize comms strategy across multiple support channels and mediums to ensure matching experience across all lines of business-Audit existing content libraries continuously to optimize for self-serve and agent experienceAct as SME in our overall support comms workflows within a constantly-changing company structure, platform, and comms strategy

San Francisco, Ca, Us

- Create, update and maintain 1:1 customer-facing support content- Strategize customer journey through support interactions - Collaborate with product, operations, policy and legal to ensure content accuracy - Shape and continuously update the voice of 1:1 support content - Identify success metrics and measure for improvements

Us

-Built Help Center optimized for onboarding and product application for emerging startup -Mapped out customer support journeys for trending issues in customer experience-Utilize data in onboarding journey to isolate pain points and create additional content to enable self-service for new adopters-Acted as primary customer support representative during soft launch and launch

Durham, North Carolina, Us

-Wrote, edited, and maintained customer-facing support content, including documentation, help center materials, customer onboarding, and video-Managed five support agents globally to provide reliable and consisten 24/7 support -Created and maintained company’s first standardized response templates and optimized experience for top trending support issues-Transition Help Center to enable greater self-service and implement ongoing user journey data and reviews to enable ongoing governance across all customer-facing content

Create sharp, professional media content to increase engagement, enhance brand awareness and (sometimes) sell tickets. Generate UX content for users to empower usage and strengthen product impact using website, email and social media content. Add video content online via YouTube and social media with campaign views frequently above 5,000.Write, direct and edit video content for consistency and efficiency. Write, product and record voiceover using a variety of vocal styles based on product needs and goals. Build email campaigns using graphics, video and written content for brand, product and market awareness.

Oakland, Ca, Us

Began as Customer Service Representative and eventually handled over 50% of all incoming support phone calls and processed over 60% of all incoming department claims paperwork.Promoted to Customer Service Manager after 9 months due to high output and efficiency.Promoted to Account Manager for more direct interaction with clients.Aided in revamping user support materials, including building video content to explain/assist in using highly complicated plans and processes.

Began as Traffic Producer, promoted to on-air Traffic duties and eventually on-air Weather and Traffic for daily morning shifts. Choose top stories, stack the rundown with news elements accordingly and build graphics with station branding and deliver live on television for up to 28 weather/traffic breaks per shift. Moved the weather/traffic department into utilizing social media to reach a larger audience.

New York, Ny, Us

Handled both standard News Anchor duties and Traffic Reporter responsibilities, switching from the Newsroom to the Traffic Studio. News duties included selecting stories, collecting and editing audio for broadcast, writing news copy and then delivering news reports at regular intervals with new content for various 4-and-7-minute segments. Traffic reports included collection of traffic information, prioritization of importance to audience and delivery of reports on a variety of Clear Channel cluster stations as frequently as every 5 minutes.