Evan Pitonzo Email & Phone Number

Rochester, Ny, Us

Rochester, Ny, Us

- Built a Knowledge Management team and directly managed specialists, strategists, and learning designers. - Slashed time to publish by 280 minutes and increased content engagement by 35% implementing a Customer Support knowledge management strategy.- Reduced team operating costs by $100,000 and increased efficiency by 10% YoY through project roadmaps that aligned my team's strategy with company goals.- Combined and overhauled 8 separate knowledge bases and content repositories into a single employee and customer help center. - Implemented a product launch content creation workflow to audit existing and create new content for 10-20 simultaneous product launches. - Developed and continually improved a robust information architecture based on customer and support associate needs. - Published an author style guide that ensured uniformity across all content touchpoints.

- Collaborated on the content workstream for the Uber acquisition of Postmates; participated in content audits and policy decisions for the integration- Partnered with Uber content teams to audit and curate brand-agnostic help content for both Postmates and Uber

- Founding member of Knowledge Management team - Consoldiated and overhauled separate, internal knowledge bases in Zendesk into a single source of truth for over 600 customer support agents - Managed over 1,200 customer-facing articles in Zendesk- Partnered with subject matter experts to overhaul and templatize internal customer support workflows - Crafted omni-channel content for phone, chat, and email- Created feedback loop to funnel associate feedback upwards and implement continuous content improvements- Partnered with Product Managers to create customer-facing and associate content for 30+ product launches- Conducted needs assessments and identified customer needs for new product launches- Created and implemented operating rhythms within the Knowledge Management team and broader Customer Experience organization (Product, Analytics, Learning Experience, Customer Support)- Defined metrics to monitor content performance, optimize content strategy, and refine approaches

Nashville, Tennessee

- Completed daily audits of associate <> customer interactions- Compiled feedback into weekly reports for Lead review- Communicated with Leads to audit areas of weakness across their team- Created, documented, and iterated on internal Quality team processes

Greater Nashville Area, Tn

- Responded to 45-60 customer requests per day- Funneled customer feedback upwards to produce actionable insights for management - Worked specialty queues during peak hours to maintain or reduce request volume

Bachelor'S Degree, Political Science And Government, 3.82 Gpa

Political science major with a certificate in Global Studies

Associate'S Degree, Political Science And Government

Music And Sound Recording, 3.2