Tim Fagan Email & Phone Number

Hershey, Pennsylvania, Us

• Support the Chief Technology Officer (CTO) and Chief Information Officer (CIO) in promoting Hershey's digital transformation, advanced tech initiatives, and attracting top-tier tech talent.• Orchestrate content publishing, management, and promotion on enterprise-wide digital transformation hubs, including AMA and Town Hall replays and FAQs, enhancing information accessibility and employee engagement.• Leading communications for multi-year, enterprise-wide transformation initiatives, devising impact assessments, change plans, and communication strategies to drive transformation success.• Support planned and execution of quarterly AMA and Town Hall sessions with the CTO and IT/IS organization, ensuring seamless delivery to a hybrid audience of >10,000 employees.• Redesigned ServiceNow intake workflow to standardize Communication requests.• Developed proofs of concept for team newsletters, restructured SharePoint pages, and an internal press release and presentation introducing a team rebrand.

Philadelphia, Pa, Us

CMS Platform Migration • Facilitated strategic planning sessions, requirements gathering, capacity planning, and technical coordination to migrate over 20,000 articles and assets, create author role and user access profiles, redesign taxonomies, optimize article templates, establish style guide and publishing processes, coordinate author training, assess end-user impacts and develop a comprehensive communications plan. • Guided team through pre-migration content audits, implementation planning, taxonomy strategy, article template definition, and ongoing partnership with knowledge leaders to ensure alignment on guidelines and process. Change Management • Led comprehensive transformation of internal system deployment process, leading to a 300% increase in deployment cadence. This streamlined workflow forged collaboration among cross-functional teams of developers, product managers, stakeholders, and end-users, enabling faster delivery of new system features resulting in enhanced user engagement and satisfaction. • As Agile Product Manager, coordinated development and deployment of 25 knowledge user experience (UX) improvements focused on content discoverability, accessibility, sharing, user feedback, and employee engagement. • Spearheaded development of Product Net Promotor Score (pNPS) survey for customer support agents, yielding valuable insights into employee engagement and pain points and led to the identification and prioritization of business process improvements.• Developed immersive EnableNow simulations for new system functionalities, reducing training class time by 33% while enhancing agent knowledge retention.Knowledge Administration• Manage information architecture, including taxonomy, metadata, tuning, workflow administration, governance, communications, and reporting.• Stakeholder management across Legal, Operations, Marketing, Product Management, and Communications teams to align knowledge with new and evolving business priorities.

Philadelphia, Pa, Us

Business Support Website Relaunch • Played a pivotal role in the comprehensive redesign, information architecture, and taxonomy development for the customer-facing Business Support website, a high-traffic hub serving over 300,000 monthly visitors across 400+ customer support articles.• Prioritized and drove enhancements and identified post-launch defects while also developing and deploying a strategy for article optimization.Internal Knowledge Base Migration • Served as primary business stakeholder for knowledge management in selecting new content management system, defining and prioritizing requirements, demoing with vendors, and reprioritizing knowledge base features to minimize post-migration rework.• Streamlined content discovery and optimized user experience for Customer Support teams migrated to a new internal knowledge platform. 20% of articles were expired or consolidated, resulting in greater first-search success and improved agent confidence in knowledge content. • Identified and implemented search optimization strategies to enhance search effectiveness through analysis of user search patterns. Proposed and tested various search optimization techniques, including keyword optimization, synonym mapping, and relevance ranking algorithms. Customer Success • Developed and deployed four knowledge user experience improvements: in-app notifications, content sharing, content management system bulk edit capabilities, and remapping internal product taxonomy to allow for greater article tagging flexibility and better integration across internal and external platforms. • Established a national focus group to solicit feedback on content initiatives and system enhancements, leading to improved feature prioritization and ensured timely delivery of agent user experience wins. • Successfully implemented Business customer feedback by developing and communicating a strategic content roadmap including requested video content discoverability.

Philadelphia, Pa, Us

• Created requirements and testing plans for redesign and relaunch of internal Knowledge Management platform with over 5,000 daily users. Both facilitated and participated in design meetings with UI team, prioritizing key functionality and user experience enhancements.• Partnered with HQ Employee Communications team to develop a video series promoting our team and tools and informing users of new and redesigned functionality. • Produced training and overview videos to support four major platform releases.• Established internal “Tip of the week” to inform and remind users of helpful features and product information. • Regular call center visits to shadow support agents and gather in-person feedback and established a monthly KM sync with division leads.• Defined and implemented user activity analytics to identify process gaps and assess frontline user needs, including article views, search keywords, click-through rate, article review compliance, and user feedback.

Philadelphia, Pa, Us

• Developed and implemented a comprehensive procedural content library within proprietary content management system, ensuring easy access to critical information for 30,000 employees.• Performed quality assurance of internal and customer-facing digital platforms; provided on-site training and video demonstrations of key functionality for frontline customer service employees.• Partnered with new product development teams to proactively ensure consistency and alignment with overall operational strategies.• Facilitated development of interactive system training modules for new employees.• Subject matter expert for national processes and policies; regularly called upon to brief and train national field organization.• Actively collected operational metrics to identify and close gaps in operational processes and system capabilities.

Philadelphia, Pa, Us

• Supervised team of seven customer support specialists responsible for all National Account order management activity• Analyzed relationships between client and internal processes to identify areas for cross-functional improvement• Developed and implemented department reorganization to improve operational efficiency• Authored training guides and support documents for 22 internal system users to streamline department procedures• Built and executed systems training for new employees

Philadelphia, Pa, Us

• Developed and maintained lasting relationships with dozens of internal and external customers including Dunkin Donuts, Rite Aid, Uhaul, and Radio Shack• Managed flow of information to team of 12 sales and operations managers, serving as operational subject matter expert• Primary point of contact supporting service deployment needs for 25 large-scale national clients• Built and executed strategic approach to manage weekly dissemination of information to national clients• Selected to represent department in annual Developing Future Leaders training program

• Independently established and organized daily sales initiatives• Generated and developed leads via direct marketing

Bs, Communications And Applied Technology; Minor: Business Administration

Bs, Psychology, Communication