Traci Brandon Email & Phone Number

New York City Metropolitan Area

Greater New York City Area

FreeWheel manages the economics of content for the enterprise-class world of entertainment, offering technical infrastructure for revenue rights management and business operations, wrapped in advisory services. Founded and led by a team of executives from the world’s leading technology companies, FreeWheel’s solutions have already armed companies like AOL.

Knowledge-centered support professional who conceives, creates and maintains documentation and increases efficiency of queue-based support teams. Reduces cost-to-serve, response time and resolution time. Technical support engineer who provides quality service to clients. Superior analytical problem solving and product expertise. Respected team leader and.

Montclair, NJ

Manage and copyedit content for www.arianahoffman.com; produce marketing videos

Greater New York City Area

• Managed projects for the US Tier 1 Support team; mentored team members to foster technical familiarity and better understanding of client needs; improved communication and working relationship with sales, engineering.
• Conceived and implemented a new, organization-wide process for maintaining the knowledge base: creation of new content; standardized format, categorization and indexing of articles; regular review of article content.
• Trained vendors enabling 100% transfer of support requests; Reviewed those requests monthly to evaluate troubleshooting skills and improve data quality for KPIs
• Successfully implemented queue triaging system to reduce initial response time (IRT) from 12 hours to six hours in three months
• Collaborated with Technical Account Managers to reduce inbound call drivers
• Created FAQ for Client Center to provide quick answers, reducing the need for clients to submit a support request to resolve common issues

Greater New York City Area

• Provided Tier 1 technical support for 3rd party ad serving to professionals in the advertising industry; created curriculum and delivered trainings externally and internally; developed and maintained best practice.
• Improved the Discrepancy Investigation process including templates, trainings and weekly meetings leading to faster resolution of complex and time-consuming publisher issues
• Trained and on-boarded new hires in New York, San Francisco, Seattle and London and spearheaded movement to reduce new hire ramp-up times by overseeing the update of New Employee Training material, ensuring.
• Tested AdCRM (a Microsoft CRM product) and developed workflow for smooth transition from Salesforce
• Revamped engineering ticket templates for faster escalation of client support issues
• Subject matter expert for industry-leading Engagement Mapping offering including leading workshops for the EMEA client service team and developing documentation for the KB

Greater New York City Area

• Provided metadata for film clips and images from the Hulton Archive for company website; researched, wrote and edited captions; developed methodology for tagging stills and film; compiled documentation on keywording.
• Improved access for clients to contemporary and archival film footage online including clips from the Universal film collection and Dick Clark Productions
• Provided captions for film and television stills and iconic historical images
• Added new terms to the gettyimages.com website vocabulary to facilitate customer and client search
• Created monthly search tips and new vocabulary alerts for partner departments

Greater New York City Area

• Assigned keywords to and corrected metadata for all editorial digital images originating in New York and Los Angeles; proofread and researched captions; proposed new keywords for addition to News keyword list; quality.
• Trained photographers and photo editors on new workflows
• Educated account executives, researchers and photographers on standards and style
• Provided keywords for up to 1000 news, red-carpet and sports photographs per week
• Created and updated documentation on in-house style for indexers

Greater New York City Area

Greater New York City Area

Greater New York City Area

Bachelor Of Arts (B.A.), French Language And Literature

Education record

Education record

Coursework in art, literature, film and social sciences, Spring Semester