Created and implemented a robust content strategy for the AT&T Community Forum. Drove cost avoidance and call shed, delivering traffic, and generating revenue.Initiatives:o Designed and implemented content to enable users to self-support through online channels and tools.o Identified customer issues and directed traffic to necessary resources for resolution.o Integrated copy and online assets to convert support traffic into community-driven revenue.o Developed and promoted database content widgets for rapid deployment of new and updated content and assets.o Enhanced Forum content, site structure, and architecture to improve SEO.Mid – Year 2024 Achievements:o Support Traffic: 14.1M Unique Visitors, a 40% increase year-over-year.o Contact Avoidance: 5.2M, a 17% increase year-over-year.o Total Cost Avoidance & Revenue: $53.7M, a 16% increase year-over-year.2023 Achievements:o Support Traffic: 20.9M Unique Visitors, a 9% increase year-over-year.o Contact Avoidance: 9.2M, a 6% increase year-over-year.o Total Cost Avoidance & Revenue: $95M, a 4% increase year-over-year.

Led a team of employees and contractors, as Team Lead (2007 – 2012) and Associate Director (2012-2015), in the development, management, and optimization of support content for all products, services, daily releases, and product launches. o Led migration of 9-state, the 13-state and the 22-state help sites into one unified AT&T Help Site.o Achieved 1st place ranking for Online Customer Care (JD Power, 2013) and Online Customer Care Net Promoter Score & Satisfaction Net Promoter Score (Nielsen, 2014).o Oversaw one of AT&T’s first Digital First offerings, achieving nearly 3 million direct unique visitors in 2014.o Implemented one of AT&T’s first fully accessible online offerings, a year before the formation of an Accessibility team within the Digital Design & User Experience organization.o Consistently recognized by Leadership for mentoring the team to strengthen their skillset and led three team members to receiving AT&T’s ‘Service of Excellence’ award.

Designed internal and external help sites. Maintained internal Knowledge Base. Reviewed and promoted external-site help material. Oversaw the collection and analysis of external site metrics. Created and maintained an internal team site.