Jenna Smith Email & Phone Number

Atlanta, GA, US

Atlanta, Georgia, United States

• Leading and partnering with Cox Automotive leaders to improve, enhance, and develop positive and supportive diverse, inclusive, and equitable programs and relationships. Managing internal communications and programs.
• Provide operational management and ELT communications for Cox Automotive and international recognition programs
• Mange and coordinate contractors, vendors, and inter-departmental teams for projects and events start to finish
• Lead and partner with Cox Automotive leaders to improve, enhance, and develop positive and supportive diverse, inclusive, and equitable programs and relationships
• Manage internal communications and programs that drive community growth and development in a hybrid work environment
• Partner with Employee Resource Groups to promote I,D&E engagement and opportunities

Atlanta, Georgia, United States

• The digital strategy for Oliver (A.I.) is on track to reduce support cost by $30M ($16M over plan and deflect >8M inbound calls.) Oliver will automate 2.4M responses, accounting for $12M of savings
• Develop, manage, and implement content strategies to enhance the customer experience through a variety of digital channels
• Manage and develop inter-departmental relationships, goals, and projects while communicating risks and needs to stakeholders
• Develop and refine requirements and enhancements while aligning with adjacent programs and assessing possible impacts to content and customer experience in the digital world
• Create and manage product, process, and self-service information within an interactive AI while managing and refining content for use by a natural language processor
• Partner with technology teams for integrations and enhancements including completing user testing, refinement, and content creation

Atlanta, Georgia, United States

• Leveraged Six Sigma processes to establish a repeatable content gap-identification process resulting in an initial $160,000 ROI and in call savings. Estimated quarterly savings at $40,000
• Lead and develop special teams of content authors and copy managers through product, marketing, and sales lifecycles
• Remote manage and collaborate with a variety of teams at a national level to develop and launch specialized projects and products with project plans, communications deadlines, and specific goals
• Manage, test, and author interdepartmental and web support communications for a for events, products, processes, and procedures at a local, enterprise, and national level, including managing direct lifecycle feedback.
• Implement and develop complex content for internal and external online support databases, including development, lifecycle and content / process management
• Work with Agile focused teams and development cycles to provide communication and information alignment between teams for process and content clarity

Atlanta, Georgia, United States

• Successfully launch an enterprise level knowledge management tool, including integration with web and data asset management tools
• Develop and manage product specific content aligning with brand principals and product details for internal and external customers
• Manage remote team of copywriters, project managers, and specialists to ensure on-time and successful communications for new and existing products
• Coordinate internal and cross functional communications to leadership and product owners for project and communication statuses

Omaha, Nebraska, United States

• Led regional process, procedure, and documentation consolidation for central and western regions
• Coordinated internal process and product information clean-up for a knowledge management system
• Proactively provided support communications for national and international network of call centers for all customer care departments
• Provided feedback and address communication challenges during company transformation and regional mergers
• Supported form development and process standardization support during regional consolidations

Omaha, Nebraska, United States

• Responded and assisted in resolution of customer account and technical issues
• Peer coaching and proactive resource utilization
• Maintained a high level of standards and meet metric requirements for both customer satisfaction and business levels
• Tested, implemented, and provided feedback on existing processes and procedures

Lincoln, Nebraska Area

• Researched and developed promotional material for special events and program development
• Developed and provided strategic marketing, monitoring and formatting for agency/public materials
• Responsible for budget monitoring, event planning and program reporting
• Create and internal agency newsletter and communications including, press releases, feature story development and copywriting
• Maintained and developed website donation pages and information
• Committee leadership and event planning

Lincoln, NE

• Managed and planned events for statewide events
• Developed brand awareness through program development, and promotional materials
• Presented on a variety of topics regarding branding, program status, and future development planning
• Worked within grant requirements, tracked expenses, and provided reporting
• Managed large group sessions and coordinated volunteers