Kathleen Jo Email & Phone Number

Orange, Connecticut, US

• Author email, website, and various communications copy for Avangrid.
• Ensure factual accuracy in customer-facing communications.
• Collaborate with team members to ensure regulatory compliance in emails and website pages.

Bellevue, WA, US

• Responsible for defining the documentation voice, content, API standards, IoT documentation, open-source contributing guidelines, internal staff documentation, and more for the DevEdge.
• Document the AWS web app that was included with the IoT Developer Kit.
• Write documentation for AWS serverless open-source code development.
• Author content using artificial intelligence (AI) tools like Copilot and ChatGPT for documentation, pitch decks, and proposal papers.
• Design images using artificial intelligence (AI) tools to complete PowerPoint presentations.
• Author staff documentation for IoT developers. This includes development environment setup guides, onboarding documentation, Bash scripts, release notes, and more.

Carlsbad, CA, US

• Established strategic goals for all of GLDS’ documentation which included call deflection savings, employee retention savings, user experience (UX) goals, and project management.
• Recommended new technologies that improved customer product adoption and empowerment.
• Designed information architecture and content for the Knowledge Base / support portals.
• Defined goals and key performance indicators for documentation at a macro and micro level.
• Established strategy to reach defined goals, then created tactical campaigns for execution.
• Managed documentation team, defining delineation between roles and responsibilities.

Carlsbad, CA, US

• Built, updated, and standardized software documentation and related help files for GLDS billing and customer management departments.
• Worked collaboratively with all departments to ensure clear, accurate documentation was achieved.
• Blogged about changes to the GLDS Knowledge Base which included security policy changes and information architecture updates.

Oceanside, CA, US

Researched, strategized, and executed various online marketing campaigns for such companies as SkillRocket.pro and Kai Analytics. Campaigns included SEO content and graphic design work. In addition, delivered a live training about cybersecurity and the dangers of smishing, email attachments, and bluesnarfing.

San Diego, California, US

• Drove global user engagement with the Tealium Learning Community. The role fostered ongoing dialog with Tealium users on best practices, information on new features and helped encourage peer-to-peer communication.
• Saved $1.8M in call deflection savings for 2017.
• Influenced $5.3M in Total Contract Value (TCV) in 2017.
• Created, maintained, and trafficked social media content calendar for Tealium on Facebook, Twitter, LinkedIn and Google+.
• Composed blog posts consisting of infographics, latest news, and various other topics.

San Diego, California, US

• Authored multiple documents for various audiences including data scientists, analysts, developers, and marketers.
• Established workflow / project management system for documentation.
• Augmented documentation update requests by 51%.
• Identified UX learning gaps in content and generated documentation to improve retention.

San Diego, California, US

• Designed the information architecture and content strategy for Tealium's entire knowledge base, creating the first self-service guides that allowed customers to easily find then train themselves on Tealium's products.
• Grew customer success referral rates to the community by 92%.
• Encouraged a 395% growth in Tribal Knowledge articles for Customer Success year over year.

San Diego, California, US

• Responsible for the creation, development, execution, and evaluation of on-going social strategies to support the National University System affiliates' business objectives.
• Increased leads for the National University Polytechnic Institute by 1750% and admissions by 125% in 2013.
• Increased admissions for the National University Golf Academy by 95% via its YouTube channel and search engine optimization (SEO) in 2013.
• Increased leads by 23% year over year for fiscal year 2012.
• Analyzed YouTube channel content to increase UX learning for both the Golf Academy and the Polytechnic Institute.

Washington, DC, US

• Spearheaded, from cradle-to-grave, all eCommerce, email marketing, social media marketing, search engine optimization, and website creation efforts. Also assisted in event promotions, merchandising campaigns and.
• Exceeded SpaFinder 2012 Wellness Week ticket sale expectations by 55%.
• Orchestrated an Alexa SEO global ranking low for the WashingtonSpaAlliance.com website of 987,238.
• Successfully augmented number of pages indexed for WashingtonSpaAlliance.com by 246%.

Oceanside, CA, US

• Researched and executed various online marketing campaigns for such companies as the University of California, San Diego IR/PS, EBOOST, Glen Ivy Spas, and Beyond Yoga. Campaigns included SEO, email marketing, social.
• Dramatically increased gift certificate sales during Mother’s Day for Glen Ivy Spas by 105% via social media marketing campaigns.
• Successfully augmented number of pages indexed for EBOOST.com by 41%.
• Defined goals and plotted short term and long-term strategies for University of California, San Diego – IR/PS’ social media marketing.

Basking Ridge, NJ, US

• Spearheaded cradle-to-grave social media services strategies and vision, with full ownership of business plans, roadmaps, and P&L. Devised online strategy to increase traffic and awareness of the Verizon Community..
• Conceptualized, planned, and launched the first technical support forums for Verizon on August 2008 at http://forums.verizon.com (otherwise known as the Verizon Community).
• Realized $5.3 Million in call deflections savings from the Verizon Community.
• Successfully launched, from concept to consumer facing, the first consumer blog, Verizon at Home with Senior Vice President of Communications, Eric Rabe.
• Spearheaded customer service process changes, saving Verizon $51,000 per day during major service outages while improving Net Promoter Score ratings by 12%.
• Championed the social media revolution within Verizon, integrating Facebook and Twitter into the public relations, corporate responsibility, and customer service divisions.

Basking Ridge, NJ, US

Basking Ridge, NJ, US

Downers Grove, Illinois, US

• Successfully managed and coordinated the creation of product images, banners, emails, and websites from concept through completion. Hired, trained, evaluated, and led a cross functional team of 8 web and graphic design.
• Designed and implemented the Provide Commerce intranet website reducing customer service order times by up to 60%.
• Increased inbox deliver rate of all Provide Commerce retention emails by 32% thereby augmenting average order value by $2.02.
• Orchestrated the development of a retention email workflow process that increased efficiency by 89% and reducing the number of mistakes by 63%.

Downers Grove, Illinois, US

• Incentivized key affiliate performers with special promotions, offers, and commission rates, constantly remaining within their decision cycle with newsletters and affiliate homepage announcements. Analyzed performance.
• Successfully launched, from cradle-to-grave, the first and the largest floral affiliate program online to date, boasting more than 40,000 affiliates.
• Created all copy and graphics for the ProFlowers affiliate program resulting in an 87% reduction in customer service calls.

Downers Grove, Illinois, US

• Conceptualized, planned, and launched the ProFlowers ebay account.

Certificate, Web Publishing

Bachelors Of Arts In Literatures, English