Stephen Magyari Email & Phone Number

San Francisco, Ca, Us

Oakland, Ca

Oakland, Ca

Content strategist and technical product manager supporting efficient knowledge distribution. Client-focused with a keen attention to detail and strong relationship building, technical, analytical, and problem-solving skills.

San Francisco, Ca

Managed content and functionality for four intranet knowledge base (KB) websites and created communications supporting ~4,000 branch and contact center employees across multiple lines of business. Collaborated with technical, compliance, legal, product marketing, policy, and procedural subject matter experts (SMEs) to create and edit content, ensuring accuracy, completeness, and relevance. Developed and documented business and technical requirements and led or co-led projects enhancing critical publishing systems, platforms, processes, tools, and websites.* Established search auto-complete at Schwab, improving results for Top 10 one-word searches in knowledge base and increasing efficiency in retrieving information. Received Business Excellence Award.* Partnered with business and technology teams to create a web-based decision-tree tool for a complex topic, reducing error rate by ~90%.* Instituted new content submission process to unify workflow. Increased ease of tracking work status by ~95%, improved metrics accuracy by ~25% and reporting efficiency by ~75%. Wrote documentation and provided training to team members, contractors, and business partners to promote adoption. * Evaluated four search engines with technology team and ~500 users; conducted unbranded usability tests and surveys; incorporated user feedback and influenced selection of new intranet search engine; led business UAT. Introduced search engine optimization (SEO) to the sites and reviewed results to ensure logical relevancy. New search and SEO practices provided ~20% increase in efficiency and flexibility of information retrieval.* Built strong relationships with SMEs and devised communication strategies for new or enhanced products and services. Wrote new and edited existing content with a focus on information architecture (IA), content structure, usability, user experience, SEO, and reducing hold times, then presented draft for SME review.

San Francisco, Ca

Documented business requirements and managed technology solutions owned or leveraged by the department. Collaborated with product, policy, and procedural subject matter experts to manage content for heavily trafficked intranet knowledge base website, and created communications to support branch and contact center employees.* Influenced decision to obtain new Content Management System (CMS) for internal publishing needs. Co-led modernization of content maintenance and publication process, allowing for rapid content updates and communication to customer service employees. Automated one-time recoding of content from SGML to XML, which allowed for efficient implementation and ongoing flexibility in design and delivery of information.* Owned, maintained, and enhanced a Client Service Request System, and provided support to users.* Worked with subject matter experts to write and edit content, ensuring information accuracy, relevance, and timeliness. Coded content and metadata in XML or HTML, ensuring compliance with company and team standards.

San Francisco, Ca

Co-managed technical solutions in support of internal knowledge base website, with a focus on representing and meeting the information needs of branch and contact center employees.* Participated in a cross-enterprise effort to implement a Client Service Request System that captured required information at first point of contact and automated routing to correct group for processing. Owned, maintained, and enhanced the system and provided support to users. System saved ~$1.25 million per year based on initial investment of $125K.* Developed business requirements and worked with technology partners to implement new intranet search engine; performed usability evaluations; gathered, analyzed, and incorporated users’ feedback to support increased efficiency and greater flexibility in finding information stored within the knowledge base.* Leverage Word documents provided by subject matter experts to expand content available to frontline users to support new products and evolving service strategies. Coded content using SGML or HTML.* Completed Usability Tech Specialist training and attended CHI 2000 Conference.

San Francisco, Ca

Represented branch and contact center employees in small-scale projects for internal knowledge base application.* Collaborated in the creation of a scheduled audit-review process for content topics / sections, ensuring content accuracy and reliability to support customer service employees and adhere to industry regulations.* Webmaster for department-owned internal web sites, providing basic HTML and coding software training to staff, allowing for rapid communication response to internal audiences.* Coded content in SGML or HTML from Word documents provided by subject matter experts.* Answered hotline calls and emails from representatives, providing issue escalation and assistance in serving clients.