Leanne Dilemme Email & Phone Number

San Francisco, California, United States

I work on the CX Strategy and Innovation team to develop global readiness and communication plans for high-volume customer-impacting changes. -Assess changes to determine risk and level-of-effort for customers and translate into an engagement strategy to inform, educate or to incite an action. - Collaborates with product and technology partners to plan, draft and execute reactive and proactive customer and go-to-market campaigns using emails, in-product messaging, proactive tickets, help center content, community engagement, etc. - Managed 12+ changes last year for things like feature end of life (EOL), feature updates or improvements, migrations, retirements or new process paths. - Presents readiness and impact assessments at operational meetings for leadership awareness and alignment. - Distributes internal communications to global field teams ahead of customer communication campaigns.

Greater Philadelphia Area

Built tactics to leverage digital technology to lower human customer support costs.• Deflected service calls at $7 to $12 / call by performing PROSCI change management activities like stakeholder management, customer data analysis (NPS), change readiness assessments and adoption plans in Agile working environment. • Mobilized employee support for digital transformation by creating 6-video series for $25K. Wrote storyboard and scripts, created film schedule and shot list, managed logistics and approvals for on-site filming, led production crew, selected interview subjects, drafted talking points and held editing rounds until publication.• Produced 200-person conferences successfully twice / year with $130K budget by preparing agenda and presentation materials, booking and prepping speakers, hiring vendors, recruiting and managing 12-person support team and handling all logistics. • Provided digital team’s senior leaders with compelling executive communications by developing presentations, videos, talking points, town halls, information cascades, scripts, social media posts, pamphlets, invitations, agendas, briefs and bulletins. • Delivered training simulations for employee and customer use at $.50 / user that included storyboarding flows, project and stakeholder management, asset deliveries from editorial reviews and approvals through publication. • Tools & technology: Slack, Trello, Basecamp, Sharepoint (served as admin), Box.com, Smartsheets, MS Office, Medallia, Webex, Skype.

Greater Philadelphia Area

Partnered with senior leadership team, HR, technology and division partners to drive business initiatives and change efforts. Earned change practitioner certification from PROSCI. • Supplied visually compelling and accurate communications, presentations, newsletters and graphics by synthesizing complex information collected from subject matter experts (SMEs). • Secured wins in UX, technology and industry categories at Stevie's Awards, CableFax, Horizon Interactive, Creativity International, Landy Search Awards, Drum Search Awards and Marketing Edge Awards by launching and organizing external awards program that competed in 25+ competitions annually. • Educated employees on new digital features and functionalities by enabling product leaders to demonstrate new features and functionalities emerging technology across website, mobile app and entertainment platform through facilitation and building of audience for webinars.

Philadelphia, Pa

Supported Fortune 50 client's eCommerce and self-service digital teams with project management for corporate communications. • Developed recommendations that improved client’s communication channels, boosted audience engagement and ensured alignment by performing channel and audience audits and information gathering campaigns. • Extracted information relevant to executive audiences by preparing technical briefings, reports, roadmaps and training materials, holding demos and interviewing product owners and leads. • Performed data analysis, information gathering and research for qualitative and quantitative data to inform communication strategies.

Greater Philadelphia Area

Launched information campaigns, cascades and created communication materials / graphics for Sodexo operations at 8 US GlaxoSmithKline sites.• Captured operational efficiencies and process improvements by delivering communication plans and materials to Global Transformation Team under Worldwide Real Estate and Facilities group. • Strategically led communications during US labor model shift.

Ewing, Nj

Managed digital platforms involving social media accounts, newsletter, SMS and website. • Raised unique views on website 150% by implementing strategies for audience engagement and growth, content optimization and traffic referrals.• Lifted referral traffic from social media 91% and grew newsletter subscriber base from 7,500 to 25K by monitoring performance, coaching colleagues and adjusting strategy. • Coordinated online coverage for “Ask the Governor” program by producing video, streaming and publishing online. and Assembled and distributed press kits and information to contacts at NJ news media organizations.

Neptune, Nj

Exercised high degree of integrity and enforced ethical standards in high-pressure breaking news situations. Managed news content materials by Content Management System (CMS) for display on APP.com, MyCentralJersey.com, and DailyRecord.com. Led content management, copy editing, and distribution of breaking news alerts across social, SMS alert, and newsletter platforms. Oversaw all content and media for the newspaper's web properties, including main news sites and social media accounts, using SAXOTECH CMS, Facebook, and Twitter.• Managed content on all native and social platforms by selecting and publishing news material for local, state and national packages displayed on websites, social media accounts and newsletter and through SMS.• Expanded online audience and story reach by monitoring site performance and making recommendations for optimization. • Tools & technology: Saxotech CMS, Twitter, Facebook, SMS, Adobe omniture, Photoshop, GIMP, AP Style, Hootsuite.

Toms River, Nj

Responsible for copy editing and paginating newspaper pages for the local section of The Observer, a daily Gannett-owned newspaper.