Who I am and how I got here
I've worked in a number of roles during my professional career and effective communication has been the key to all of them.
I graduated in 2008 from the University of South Florida St. Petersburg's School of Journalism and Media Studies with a B.A. in Mass Communications - Magazine Journalism.
Over the years I've written for newspapers; I've worked in front-line customer service, both over the phone and in person. I was a project coordinator leading a team of analysts doing systems testing and other special projects like fraud trend analysis to gather data to build and refine our fraud algorithm. I was an auditing supervisor in charge of a team of policy auditors and the policies we audited.
In 2015 I became an Instructional Designer, creating policy articles, memos and training alerts to front-line customer services teams. I also designed facilitator-led classroom trainings and published in-depth learning guides on topics that agents struggled with. Eventually my role evolved into what is known as an Agent Experience Administrator but I am still just a professional communicator.
Effective communication was critical in every role and it is critical that the agents I support now are able to get the information they need to be able to take care of our customers. This information needs to be quickly and easily accessible, comprehensive and easy to navigate. The agents I serve need to be able to hear a question coming to them from our customer and be able to go find the article or policy, locate the answer they need within the article and be ready to answer as seamlessly as possible. This allows these front-line agents to communicate effectively to our customers and is key for a good customer experience.