• Design and deliver comprehensive artificial intelligence training programs for clients, enhancing their workflows through the integration of AI technologies.• Develop and maintain an extensive library of AI prompts tailored for corporate use, facilitating streamlined operations and innovation.• Craft and execute a dynamic social media content strategy, bolstering brand visibility and generating leads for consulting services.

• Lead the Social Experience & Listening teams (15 direct reports) to ensure the Social Media Care frontline of 350+ is proactively supported with policy content and communications in order to properly serve our 10M+ customers, leading to 50% increase in net sentiment scores. • Leveraged social listening insights to drive proactive real-time change in social media support strategies during crises by alerting cross-functional business partners to any brand-impacting events taking place… Show more • Lead the Social Experience & Listening teams (15 direct reports) to ensure the Social Media Care frontline of 350+ is proactively supported with policy content and communications in order to properly serve our 10M+ customers, leading to 50% increase in net sentiment scores. • Leveraged social listening insights to drive proactive real-time change in social media support strategies during crises by alerting cross-functional business partners to any brand-impacting events taking place on social media and providing real-time crisis support and communications while maintaining a response time of less than 10 minutes.• Successfully led cross-functional initiatives with product, marketing, and engineering teams to enhance social media support and improve customer and frontline experience for more than 300 projects, enterprise efforts, and promotions annually.• Partner with vendors and frontline systems managers to evolve our technology and streamline our policies, resulting in a personalization effort that led to T-Mobile's social team winning the Social Baker's award for most socially devoted brand.•Create and execute on content strategies, processes, workflows, talking points, templates, etc., to make the complex seem simple.• Develop team members to crush their goals and succeed not only at work, but wherever their path takes them, resulting in a 25% promotion rate.• Developed and maintained a long-term vision for social media care, creating a roadmap of initiatives that improved member experiences across social channels in Khoros, including account verification, payments, 24/7 support, VIP & bilingual queues, etc.• Responsible for team accountability to deliver all project/initiative actions prior to launch, frontline support during launch, and follow up actions post launch with 100% of deadlines met.• Propose and implement innovative solutions to complex situations. Show less

• Developed and implemented a content space of processes and talking points for the Social Media Care team as they grew from a pilot team of 7 to a fully functioning organization of 300+, utilizing customer journeys and end-to-end flows.• Maintain an ever-evolving internal digital content library of more than 150 processes and talking points for frontline agents to resolve customer issues and pain points while staying true to Brand voice.• Take lead on enterprise projects for… Show more • Developed and implemented a content space of processes and talking points for the Social Media Care team as they grew from a pilot team of 7 to a fully functioning organization of 300+, utilizing customer journeys and end-to-end flows.• Maintain an ever-evolving internal digital content library of more than 150 processes and talking points for frontline agents to resolve customer issues and pain points while staying true to Brand voice.• Take lead on enterprise projects for Social Media Care to determine processes, content, and functionality, and see it through from infancy to after-launch support.• Communicate business, content, and policy changes to the frontline using a variety of communication strategies and channels.•Partner with project teams and support organizations across the business to craft processes & content as it pertains to Social Media Services.• Act as point of contact for cross-functional business partners, stakeholders, and leadership.• Identify and track emerging issues and social trends to determine process and content needs.• Advocate for the social team in order to provide all the relevant materials, both in daily work, and during times of high-stakes volume. Show less

• Manage a team of 10 social media specialists who provide customer service via our social media channels (Twitter, Facebook, etc.).• Audit interactions to provide feedback and ensure team success.• Train team on new processes and develop innovative ways to connect with our audience.• Develop and implement departmental strategy according to business and customer needs.

• Participate in cross-functional enterprise project teams to ensure content requirements are met, identify content impacts, ensure consistency between channels and tools, and establish milestones.• Write and publish content for consistency, conciseness, and organization. Apply formatting and style standards. • Confer with business partners to determine processes and needs for frontline and customer-facing content.• Communicate business, content, and policy changes to… Show more • Participate in cross-functional enterprise project teams to ensure content requirements are met, identify content impacts, ensure consistency between channels and tools, and establish milestones.• Write and publish content for consistency, conciseness, and organization. Apply formatting and style standards. • Confer with business partners to determine processes and needs for frontline and customer-facing content.• Communicate business, content, and policy changes to the frontline and other knowledge tool users.• Moderate community and site content to determine proper location, organization, and navigation of content within T-Mobile's knowledge tools. • Train business partners on content publishing tools and processes. Coach and mentor team and community members on content best practices. Apply frontline and community feedback on the tools and content they use. Drive enterprise quality standards for written communication.• Write and edit Talking Points appropriate for social media and online chat customer support channels. Show less

• Developmentally edit and publish content within T-Mobile's frontline and customer-facing knowledge tools for consistency and conciseness. Apply formatting and style standards.• Participate in cross-functional enterprise project teams to ensure content requirements are met, identify content impacts, ensure consistency between channels and tools, and establish milestones.Identify content impacts and reuse opportunities across channels and tools and determine location, organization… Show more • Developmentally edit and publish content within T-Mobile's frontline and customer-facing knowledge tools for consistency and conciseness. Apply formatting and style standards.• Participate in cross-functional enterprise project teams to ensure content requirements are met, identify content impacts, ensure consistency between channels and tools, and establish milestones.Identify content impacts and reuse opportunities across channels and tools and determine location, organization, and navigation of content within T-Mobile's knowledge tools.• Train business partners on content publishing tools and processes. Coach and mentor team and community members on content best practices.• Apply frontline and community feedback on the tools and content they use. Contribute to enterprise quality standards for written communication. Show less

• Edit complex drafts of a variety of legislative documents. • Ensure that drafts conform to the form and style requirements of the Legislative Assembly. • Evaluate logic and readability of drafts for nontechnical readers. Identify inconsistencies.• Correct drafts for errors in grammar, punctuation and syntax. • Work closely with Senior Editor/Team Leaders and Legislative Counsel attorneys to refine drafts. • Conduct fact-checking research, using a wide… Show more • Edit complex drafts of a variety of legislative documents. • Ensure that drafts conform to the form and style requirements of the Legislative Assembly. • Evaluate logic and readability of drafts for nontechnical readers. Identify inconsistencies.• Correct drafts for errors in grammar, punctuation and syntax. • Work closely with Senior Editor/Team Leaders and Legislative Counsel attorneys to refine drafts. • Conduct fact-checking research, using a wide variety of electronic and print reference sources. • Prepare, and perform oral proofreading for, legislative measures in a variety of formats as measures progress through the legislative process.• Assist in compilation of Oregon Revised Statutes.• Perform other duties as assigned by Senior Editor/Team Leaders or the Publication • Switch projects or adapt processes on short notice. Show less