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Digital Content & Communication Strategist,
Content Expert, Solutions Consultant
Introduction
Introduction
Strategic operations leader with 10+ years of experience driving domain excellence, client satisfaction, and business growth across BPM verticals. Proven track record in leading cross-functional teams, implementing innovative solutions, and delivering measurable outcomes in complex service environments.
Core Competencies
Core Competencies
Domain Strategy & Roadmap Definition
Client Relationship Management (CSAT/NPS)
SLA & Contract Governance
Risk & Quality Planning
Business & Financial Management
Transition & Program Management
Talent Development & Career Pathing
Innovation & Process Optimization
Communication Strategy
Communication Strategy
10+ years experience in communication strategy:
Public relations
Internal and customer communication strategy
Corporate and crisis communications strategy
Project communication plan and strategy
Regulatory Compliance
Leadership & Development
Leadership & Development
15+ years experience in leadership roles:
Leadership development
Employee/team management
Intern management
Team engagement
Recruitment and onboarding
Cross-functional team collaboration
Working with Global employees and teams
Project management
Process improvement
Technical Tools & Skillsets
Technical Tools & Skillsets
Tools & Platform skills include:
Drupal CMS
TeamSite
Sitecore
Figma
QnA Maker, Smartling
Social Media Platforms: Twitter, Facebook, Instagram, YouTube, Jive N, Aurea
Microsoft Teams, Planner, SharePoint, Visio
Salesforce
Accessibility, UX & SEO
Professional Experience
Professional Experience
SENIOR DOMAIN LEAD - INFOSYS BPM LTD
Rosemead, CA · 2019 - Present
SENIOR DOMAIN LEAD - INFOSYS BPM LTD
Rosemead, CA · 2019 - Present
Led domain operations across multiple accounts, improving SLA compliance and client satisfaction scores.
Partnered with Delivery Leads to drive account penetration and support sales cycles through due diligence and solutioning.
Directed implementation of domain-specific innovations, resulting in X% productivity improvement.
Recruited and mentored domain managers and specialists, reducing attrition by X% and increasing certification compliance.
Oversaw risk mitigation strategies and governance frameworks to ensure delivery excellence.
Collaborated with clients to develop process improvements aligned with brand and compliance standards.
COMMUNITY CONTENT MANAGER · ESRI
Redlands, CA · Dec 2017 – Dec 2018
COMMUNITY CONTENT MANAGER · ESRI
Redlands, CA · Dec 2017 – Dec 2018
Developed and implemented a comprehensive content strategy for Esri's GeoNet community to boost engagement and growth.
Collaborated with cross-functional teams to craft user stories and enhance live event blogging.
Increased social media presence, particularly on Twitter, led to a significant surge in user interaction.
Redesigned the GeoNet homepage, focusing on user experience and navigation, which improved new member conversion rates.
Managed live coverage and daily updates for key Esri events, resulting in a marked increase in community activity.
Authored various forms of content, including blogs, news updates, and training materials, fostering a knowledgeable community.
Established editorial and moderation guidelines to maintain the quality and consistency of community-driven content.
COMMUNICATIONS STRATEGIST · INLAND EMPIRE HEALTH PLAN (IEHP)
Rancho Cucamonga, CA · Feb 2016 – Dec 2017
COMMUNICATIONS STRATEGIST · INLAND EMPIRE HEALTH PLAN (IEHP)
Rancho Cucamonga, CA · Feb 2016 – Dec 2017
Developed and led the inaugural internal corporate communication team at IEHP.
Implemented key communication strategies and platforms, including crisis communication and internal marketing campaigns.
Collaborated with executive teams to enhance strategic communication and website improvement initiatives.
Created comprehensive crisis communication plans, standardized procedures, and established style guidelines.
Achieved a 30% reduction in unnecessary email communications through effective corporate communication practices.
Spearheaded the launch of a $195K collaborative intranet community, which led to an 80% user adoption rate within 18 months.
Additional Experience
Additional Experience
WEB CONTENT WRITER, Loma Linda University Health, 2013 – 2016
VOLUNTEER SERVICES COORDINATOR, Loma Linda University Health, 2011 – 2013
VOLUNTEER SERVICES SUPERVISOR and ACADEMIC AFFAIRS SPECIALIST, LifeStream Blood Services, 2008 – 2010
REGIONAL NEWSPAPER IN EDUCATION MANAGER, Los Angeles Newspaper Group, 2006 – 2008
ASSISTANT EDITOR, SPECIAL PUBLICATION, Los Angeles Newspaper Group, 2005 – 2006
Education and Training
Education and Training
ONLINE MARKETING PROFESSIONAL CERTIFICATE – SEARCH MARKETING, California State University, San Bernardino, CA 2019
CERTIFICATE IN LEAN PROCESS IMPROVEMENT, Simpler Consulting & IEHP, Rancho Cucamonga, CA, 2017
CERTIFICATE IN PROFESSIONAL GRANT DEVELOPMENT AND MANAGEMENT, California State University,
San Bernardino, CA, 2007
BACHELOR OF ARTS - ENGLISH - CREATIVE WRITING, California State University, San Bernardino, CA, 2003
Community Associations
Community Associations
MEMBER, MENTOR, VOLUNTEER, GUEST SPEAKER – California State University, San Bernardino Alumni Association & Career Center, 2004 – Present
MEMBER – International Association of Women (IAW), 2018 - 2020
HEALTH CARE PANEL EXPERT – Jive Software, Jive World Conference 2017
MEMBERSHIP & MARKETING CHAIR, VICE PRESIDENT OF ADVISORY BOARD - California State University, San Bernardino Robert & Frances Fullerton Museum of Art (RAFFMA), 2012-2016
MENTOR - Arrowhead United Way, Women’s Leadership Committee, 2014-2015
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