Tabitha Freeman Email & Phone Number

Build, communicate and maintain roadmap of product capabilities andenhancement initiatives (Digital Document Intake, MBWS Enhancements)• Drive active prioritization, ensure consistency and long term sustainment forproduct solutions across people, process and platform infrastructures• Developed and managed Core Servicing/Customer Operationscommunications strategy; led communications team responsible foremployee readiness, executive messaging, executive forum presentationsand interactive communication elements that drive employee engagementfor priority-aligned, strategic initiatives

Columbus, Ohio Area

Developed, deployed and managed the Customer Service internalcommunications model (executive communications, employee huddlematerials, presentations, newsletters, executive blog and intranet articles)• Built and managed multiple SharePoint communities, workflows andinteractive, digital solutions• Analyzed various data points for improvement opportunities; leveragedfindings to initiate creative, low cost solutions• Led process improvement projects by collaborating with key stakeholders,mapping processes, establishing baseline metrics and tracking successmeasurements

Columbus, Ohio Area

Developed web design concept and executed launch of #igc social network;managed site content and monitored end user trends for maximum valueand readership strategies• Conceptualized, designed and executed launch of quarterly, careerdevelopment mini-magazine Career Compass• Worked collaboratively to manage multiple HL/CCB wide employeeexperience projects from concept to execution with key contributors andsenior leadership to enhance employee engagement across multiple sites• Managed, designed and coordinated multiple channels of video, writtenand visual message delivery (web, digital signage, print, executive/businesslevel communications/town halls)

Columbus, Ohio Area

Managed multi-site team processing procedure changes for multipledepartments by performing cross impact research, preparing drafts,proposing changes to Mortgage Banking Cross Operational Review Boardfor review and supporting Change Management personnel to implementchange• Coordinated business training material and employee readiness materials toalign with process changes• Identified procedural gaps through employee metric reports to identifyperformance improvement and MB procedure opportunities; ensuredregulatory, action plan and compliance deliverables are met• Developed and acted as community manager for MB Feedback, BankerServices, Customer Service Operations, KANA and CRM SharePoint sites;designed and maintained InfoPath and Excel connections to SharePoint forreporting and document libraries

Monroe, Louisiana Area

• Administered reporting for employee performance measurements andrecognition purposes, collected and presented site data, and documentedimpact to key metrics for employees in multiple sites• Wrote and gave creative direction for multi-departmental communications(quarterly magazine, weekly newsletter and digital displays)• Provided training and development support by facilitating course materialon world class service, career development and procedural enhancementsand by developing written material and presentation guides• Coordinated local site events and multi-site performance improvementdriven initiatives