James Chatham Email & Phone Number

Raleigh, North Carolina, United States

Raleigh, North Carolina, United States

Raleigh, North Carolina, United States

- Designed and implemented style guidelines for creation of customer support scripting for email, live messaging, and phone. -Created guidelines to transition agents to "freeform" style of customer support responses, emphasizing personalized emails over strict scripts. - Managed multiple projects concurrently, optimizing entire library of email scripting (~1000 pieces of content), converting this content into live messaging scripting, and adapting content for phone scripting.- Oversaw task force of QA agents and guided them through the process of rewriting email copy and updating content in Salesforce, creating project roadmaps, setting daily output expectations, and providing weekly feedback.- Monitored Jira and Slack channels, responding to high priority items as needed by reviewing and editing email copy for incident responses, product launches, and rollout of new services. - Contributed to overhaul of our knowledge management system, building content in production environment and testing efficacy.- Gave weekly presentations to entire Customer Experience Org (>250 people), providing updates on team-specific initiatives.- Met regularly with project managers, team leads, and other DRIs to understand the role of ID in their respective projects, and to discuss thought partnership and level of expected effort.

Researched and drafted proclamations requested both internally and by constituents, constituent organizations, and federal and state agencies. Worked with policy and legislative staff to ensure written materials remained in line with Governor Cooper's message and initiatives. Additionally, assisted communications team with drafting and editing press releases. Liaised with legislators, government relations specialists, and communications teams to advise on submitted language for proclamations and assist with creation of unique requests.As lead, I worked with direct reports to facilitate the workflow of letters and proclamations, editing drafts, providing feedback, and delivering up to 100 documents in a given month. Additionally, trained new employees to use office database, draft letters, and answer constituent inquiries.

Raleigh, North Carolina, United States

Assisted constituents with letter requests and drafted hundreds of letters for a variety of events. Worked with constituents over the phone regarding a number of issues, directing them to state and federal agencies. Liaised with agency communications and constituent services teams to ensure timely delivery of solutions to constituent issues.

Kirkland, Wa

Wrote and edited content for the company website with the intention of driving traffic to the website. Utilized Google Analytics and Google Webmasters to monitor SEO and locate high performing keywords. Learned basic technical writing skills for the software development industry.

Boone, North Carolina

Created a unique voice for Watauga Residential College. I was instrumental in implementing a social media presence and engaging hundreds of prospective and current students, as well as alumni and family/friends of the program. With my help, we doubled the size of the program and elevated its status within the university.

Boone, Nc

Worked on a progressive project to overhaul the school's academic programs web page, interviewing alumni, faculty and current students for profiles to accompany their respective programs. Additionally, wrote and edited press releases.

Boone, Nc

Boone, Nc

Facilitated relations with local businesses in attempt to persuade them into taking on interns from foreign countries. Formed relationships with these businesses and walked them through the internship process through multiple meetings and discussions.

Ft. Bragg, Nc

I shadowed reporters on various assignments and assisted in the editing process, becoming familiar with InDesign software. In addition, I took several pictures while on assignment that were published in an issue of the paper.