Project lead for content migration of 40K articles from Oracle to the Upland RightAnswers platform.Responsible for creating the taxonomy structure, attributes, template standardization and workgroups across divisions and channels.Responsible for process management and engineering leading to improved content effectiveness from 77% to 92%. Streamlined authoring processes nationally. Reduced time to resolve user feedback by 85%.Gained 96% improvement in acknowledging user feedback.Fully engaged in tool performance management including defects, enhancements, outages, and escalations.

Editor & Customer Communications Governance Verizon - Salisbury, MD August 2016 – September 2018Governance lead and content editor for Verizon consumer customer communications. Proofread and edited 1200+ emails, SMS and push notifications, annually, to align with corporate brand guidelines. Audited over 8K templates for compliance to style guidelines.Designed, developed and launched cross-organizational governance tool for customer communications.Positive partnership with IT and stakeholders to develop business requirements, conduct testing and launch tool.Project Manager – Content/Knowledge Management Tool Verizon - Salisbury, MD September 2001 - August 2016Project manager for multiple corporate content management systems. Responsible for implementing and maintaining policies and procedures for front-line sales agents.Annual business case management for system software, hardware and enhancements with strong collaboration with IT partners.Supervised 10+ employees and contractors.Strong written, communication and interpersonal/partnership skills.Experience utilizing technical writing skills to develop and maintain procedure manuals, service/process manuals and job aids to ensure content is simple, concise and accurate.