Product manager responsible for eliciting vision, scope, and requirements for a platform that provides an intuitive, interactive conversational experience for customers and associates through multiple channels (IVR, chat, SMS), driving experience design, technology decisions, and data analysis to support the tools that handle millions of customer interactions per month.

Product manager responsible for eliciting vision, scope, and requirements for a platform that provides an intuitive, interactive conversational experience for customers and associates through multiple channels (IVR, chat, SMS), driving experience design, technology decisions, and data analysis to support the tools that handle millions of customer interactions per month.

Planned and produced communications for Contact Center initiatives. Impact ranged from all three Contact Center sites (Wilkesboro, Indianapolis, Albuquerque) to individualized groups at each site. Communications included emails, leader talking points, presentations for team meetings, digital videos and stills for on-site signage, surveys, and more.Authored emails for VP of Contact Centers.Created a communications hub in SharePoint to serve as a playbook for all sites.Created weekly videos to celebrate agent achievements.

Served as project lead implementing Extended Store programs and technologies in the urban format Manhattan Lowe’s City Center stores. Researched industry standards for in-store eCommerce and Connected Team experiences.Worked with Merchandising team to research products and categories that would work best for in-store Extended Aisle eCommerce screens.Collaborated with vendors and internal teams (IT, Merchandising, Innovation, CXD) to design user friendly extended aisle eCommerce screens. Created UI wireframes, visual navigation layout & UI graphics, and final state graphics for in-store Extended Aisle eCommerce screens in Home Décor, Bath, and Lighting, and Collaboration Hubs for the City Center Kitchen Design Teams.Managed project timelines to ensure timely delivery of new technology to the stores.Researched, organized, and analyzed eCommerce sales and browsing data from Extended Aisle screens. The City Center merchandising team used this data to update planograms and change items stocked in store.Created questionnaires and helped facilitate a neuro study to determine the ease of use and/or pain points when using the eCommerce screens.Analyzed item sales data for Google Express expansion beyond the Chelsea City Center store. Worked with Marketing team in Digital Communications to update Lowe’s item feeds to accommodate Google Express expansion. + Was awarded the Lowe’s Top Performer Award for work performed in 2017.

Managed Dictionary Tuning project to improve search accuracy for end users. Established a three-phase project plan to coincide with enterprise release calendars.Provided oversight and guidance for strategic information dissemination and technical assistance for writing and editing knowledge articles.Managed, organized, and led a knowledge management advisory council to gather feedback and promote usage for the knowledge management tool.Analyzed end user and advisory council feedback to develop recommendations for changes and updates to the knowledge management tool. Assisted Oracle KM IT team by prioritizing improvements and testing new code releases in QA environments. MAJOR ACHIEVEMENTS+ Coordinated and supervised offsite contract resources, onsite IT resources, subject matter experts, and Contact Center Agents for the Dictionary Tuning project. Met regularly with groups to monitor and evaluate progress. Researched taxonomy and metadata improvements.+ Phase one of the project improved search accuracy from 74% to 98% for Contact Center Agents for a selected set of questions.+ Phase two of the project improved search accuracy from 86% to 100% for Store Employees for a selected set of questions.

Served as project lead for converting approximately 425 documents to HTML, applying style guide standards, and uploading the documents to InQuira. Interfaced with Sr. Vice President, Vice President, and Directors to coordinate timing for release efforts and develop communication plans for store employees.Ensured quality of work for process documentation to ensure accuracy and consistency across all business processes. Assisted Oracle KM IT run team in updating the InQuira user interface (UI). Prioritized improvements, provided feedback regarding CSS, and tested new code releases in a QA environment. Authored policies and procedures in InQuira for release to all stores and contact centers while collaborating with both groups to synchronize communications. Socialized and transitioned deliverables from the project to business leads and end users.

I have achieved Lean Six Sigma Yellow Belt Certification. I have successfully completed training for and passed the QbD Green Belt exam. I am currently working on my QbD Green Belt project to receive certification. Current projects include:Leading a full content audit of all Policies and Procedures available to store employees, including reorganizing and restructuring information in preparation for migration to an enterprise intranet site in order to properly support store associates.Internal voice team initiatives to improve communication and visibility across the teams within my department.Supporting and developing topics for two Contact Centers using Inquira. .

As a technical writer for Lowe's Home Improvement, I develop topics for the Contact Center online reference tool—the primary source of information for agents handling all contact types (inbound and outbound phone, correspondence, surveys) across all contact center programs (Customer Support, Lowe’s Store Support, Repair Services and Sales) with a focus in the Sales Department. I do so by creating, maintaining, and editing process/procedural documentation, program information, and training and reference materials. I am focused on Internet development technologies and languages, as well as web interface design.