AT&T

Jul, 2015  –  Sep, 2024  •  9 yrs 3 mos  -  Full time

Created and implemented a robust content strategy for the AT&T Community Forum. Drove cost avoidance and call shed, delivering traffic, and generating revenue.

• Initiatives:
o Designed and implemented content to enable users to self-support through online channels and tools.
o Identified customer issues and directed traffic to necessary resources for resolution.
o Integrated copy and online assets to convert support traffic into community-driven revenue.
o Developed and promoted database content widgets for rapid deployment of new and updated content and assets.
o Enhanced Forum content, site structure, and architecture to improve SEO.

• Mid – Year 2024 Achievements:
o Support Traffic: 14.1M Unique Visitors, a 40% increase year-over-year.
o Contact Avoidance: 5.2M, a 17% increase year-over-year.
o Total Cost Avoidance & Revenue: $53.7M, a 16% increase year-over-year.

• 2023 Achievements:
o Support Traffic: 20.9M Unique Visitors, a 9% increase year-over-year.
o Contact Avoidance: 9.2M, a 6% increase year-over-year.
o Total Cost Avoidance & Revenue: $95M, a 4% increase year-over-year.