➢ Manage content workflow: coordination of meetings, notes, and tracking action items for web publishing.➢ Drive the execution of new and existing web pages, including gathering requirements with stakeholders and the web team (writing, editorial, production) to facilitate high quality web pages.➢ Create and edit process documentation on SharePoint to share best practices for team awareness.➢ Manage the end to end content pipeline for the Xbox support website and console help.➢ Provide quality assurance review and editorial oversight before web production.➢ Review site search metrics to improve discoverability (SEO) and efficacy of web pages.

Developed, managed, and evolved online experiences targeted to customer needs, business goals, and technological capabilities.Partnered with key stakeholders to understand audience, customer scenarios, business goals and drivers, and success metrics.Created web plans, defined content requirements, and contributed to forward-thinking plans for content design and discoverability.Collaborated with design, content, product marketing, and technical teams to deliver a variety of optimized, world-ready site pages (home pages, search results pages, detail pages), and influenced feature development.Maintained and managed workflow through a full publishing cycle on multiple content platforms.Managed localization projects.

Managed project workflow including coordination of meetings, notes, and tracking action items.Owned schedule for testing and page rollout, ensuring stakeholders understood and agreed to the schedule, kept track of deliverables, and communicated status.Ensured project plans were up-to-date and included recent decisions.Drove execution of new and current web pages, including coordination with stakeholders and the web team (design, editorial, production, and web development) to execute high quality pages.Collaborated with international team to ensure visibility into projects and negotiated schedules.

Managed transcriptions of source audio files. Ensured song lyrics were aligned verbatim with audio. Performed linguistic checks and edited with adherence to style guides.Analyzed data and submitted XML files for client review.

Managed content pipeline for Surface and Xbox support websites. Facilitated production handoffs and online publishing for customer-facing web content. Forecasted number of web pages for online production for weekly sprints.Proofread and provided QA check and editorial oversight on web pages before production.Supervised projects and new product releases for Surface and Xbox.Created and maintained cross team process documentation on Microsoft SharePoint. Administered permissions in Visual Studio for Team Foundation Server (TFS) database.Coordinated publishing of knowledge base (KB) articles for internal Microsoft agents.

Managed content programming for MSN.com website.Scheduled web pages for production.Coordinated editorial calendar.Edited digital articles before publishing.Facilitated screenshots and art with design department.

Managed content programming on Xbox Live Marketplace. Worked with the design team to facilitate the creation of art for the Avatar Marketplace. Consulted with the avatar business team on projects and managed project deliverables and timelines. Managed process documentation via SharePoint and tracked work items in Product Studio. Coordinated localization handoffs with external localization vendor for translation worldwide.

Managed development of Xbox support content; from client approval to online production.Interfaced with SMEs to identify and deliver best content for product releases.Performed proofing and QA of content prior to publishing including light editing and generating metadata and image tags.Created change requests for web production. Validated in UAT and staging to publishing.Managed process documentation via SharePoint and tracked work items in Product Studio.Coordinated localization process with internal and external language localization vendors including creation of RFPs for on-boarding of new vendors.

Coordinated and delivered agent and customer facing technical support content for hundreds of different MSN and Windows Live products.Reviewed 1500 KB articles in FY08 to ensure editorial consistency for the live help site.Coordinated publishing schedule for MSN and Windows Live content: created, scheduled and tracked all content requests with subject matter experts and vendor resources.Coordinated and delivered monthly content forecasts to business partners for budget. Forecasted MSN business 105% to forecast during Q2/Q3 of FY08.Provided a content scorecard with key performance indicators (KPIs) to executive management for presentation to stakeholders in monthly business review. Migrated 10,000 KB articles to a new knowledge base tool; coordinated resources to perform content sweeps, ensured the content was tagged correctly for proper viewing, and confirmed successful delivery to users.

Facilitated quality-focused team meetings to review data, share analysis, recognize trends, identify problem areas and concerns, and discuss solutions. Prepared reports for management analyzing verbatim comments and the core drivers of customer satisfaction to identify actionable items and drive change.Presented improvement ideas to line of business owners and account management to improve the quality of service provided. Monitored agent behavior on customer calls and assessed agent training needs.Reviewed quality monitoring forms and provided written feedback and improvement ideas.Provided root cause analyses of customer service incidents while recommending new actionable behaviors to improve customer satisfaction.