Sallie Wright Email & Phone Number

Richmond, Va, Us

Richmond, Virginia Area

Primary web designer/developer & communications specialist for Capital One University located at the West Creek campus in Richmond, Virginia. Additional expertise includes content management, web publishing, and systems support.

- Manage knowledge for multiple contact center businesses including Customer Support, 800TheCity Sales, Home Repair, Warranty Sales, Warranty Fulfillment, and Firedog- Draft, publish, edit, and approve web portal content using Interwoven- Actively participate in portal strategy and business steering committees- Effectively network across the enterprise to develop content for news, how-to, learn about, policy and procedure, reference, glossary, and contact articles- Act as second-line administrator for ‘univercity’ (Plateau learning management platform), which includes creating and assigning learning as well as user profile maintenance- Monitor and personally respond to knowledge-related feedback submitted through the web portal- Assist with interviews and candidate selection for the knowledge and training team- Participated in the vendor selection process for both the CMS & LMS- Selected as a participant for the 2006-2007 Associate Engagement Innovation Team

- Managed 3 supervisors with teams of 15-20 FTE within the customer support contact center- Actively lead initiatives ranging from associate scorecard development to peak season planning- Worked closely with fellow-managers and QA teams to identify needs, gaps, and enhancements- Managed performance and development goals as well as matters of personnel- Served as writer and editor for internal contact center communications- Coordinated the implementation and launch of our first knowledge base, which included being part of the vendor selection process, identifying and interviewing subject matter experts, and drafting and organizing the content

- Supervised 14 exempt and non-exempt FTE who performed tasks on behalf of the company’s CEO & President, including customer service assistants, administrative assistants, and letter writers- Actively managed individual performance of daily call metrics and monthly call monitorings and case reviews- Promoted team unity through timely, consistent communications, team meetings, and fun activities- Managed the company’s Hero Program, which included refining the in-take process, revising and overseeing the outgoing process, and forecasting and ordering Hero lapel pins- Collaborated with customer service managers to identify call trends and develop new processes to promote first-call resolution and reduce executive escalations- Interviewed and hired candidates for team openings

Ba, English

Education record

Education record