Angela Edmondson

Experience

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  Patriot Communications

  May 2002 - Jun 2007

  Account Executive

  • Assessed client’s telecommunications needs and provided solutions, proposing products and services.• Oversaw retention of independent client base. • Managed broadcasting communications for client sweepstakes, contests and campaigns. • Applied heavy data analysis and troubleshooting for routing and billing issues.• Voiced creative ideas for designing toll-free number routing applications and wrote IVR scripts.• Worked closely with media partners, advertising agencies and internal operations in deploying client toll-free routing applications. Show less

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  SourcingParts.com SA

  Jul 2007 - Feb 2009

  Marketplace Quality Specialist

  • eCommerce skill providing support to buyers and suppliers in an online marketplace over the phone and via LiveChat. • Provided remote live webinar training for new and existing customers.• Analyzed data and sourcing strategies to help maximize value from product offered. • Managed supplier's website profile content for best optimization.• Executed marketing initiatives, including; blog strategies, email marketing, conducting surveys and organizing and hosting focus groups and networking sessions.• Maintained internal Wiki for Marketplace Quality processes and consistent email marketing. Show less

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  The Home Depot

  Feb 2010 - Nov 2018

  • Responsible for creation, update and management of HR content on The Home Depot's intranet: myApron.• Worked closely with HR Services business partners and subject matter experts to develop content and deliver solutions while meeting deadlines on multiple projects.• Wrote content for landing pages, call center scripts, resources, emails, blog posts and other digital assets.• Conveyed solid understanding of SEO optimization, metadata, content development, distribution, and measurement.• Included research and remaining abreast of evolving trends that supported chosen strategies. Show less

  • Knowledge Base Analyst

    Aug 2015 - Nov 2018

  • Workforce Management Analyst; Scheduling

    Jan 2011 - Aug 2015

  • Human Resources Specialist

    Feb 2010 - Jan 2011
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  United Way of Greater Atlanta

  Nov 2018 - Apr 2020

  SPC Manager, Implementation

  • Managed onboarding, implementation, and account management of workplace giving, volunteering and civic engagement workplans and content for United Way of Greater Atlanta customers subscribed to SPC.• Worked closely with corporate partners to align overall strategy and development on the Salesforce.org Philanthropy Cloud (SPC) platform.• Collaborated on approach to drive a company’s Corporate Social Responsibility (CSR) message on Philanthropy Cloud and increased employee engagement in their giving and volunteering programs.• Recommended approaches to motivate employees to engage with SPC and learn more about the causes they care about and how they can contribute to their community.• Promoted content that highlighted United Way of Greater Atlanta’s programs and initiatives and partnerships that support the Child Well-Being movement.• Identified and troubleshot platform issues, created test cases, and uplifted enhancement requests to Salesforce to increase developments. Show less

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  Cox Automotive Inc.

  Apr 2020 - Nov 2021

  Sr. Knowledge Base Specialist

  • Provided content strategy and support in all areas of HR - defining and delivering employee-facing support documentation with focus on usability, accessibility, chunking content, and building effective sentences and sections that explained information clearly.• Helped to drive the HR self-service strategy through intranet content and knowledge article development process: creation, revision, review, approval, and coordination efforts with HR COE's, SME's, the Employee Service Center and Information Technology partners.• Evaluated content, identified gaps, and developed innovative approaches for improvement.• Created and applied document formats and templates, and ensured existing documentation was consistent with those formats (How To Guides, Quick Reference Guides, FAQs, Policy, Procedure, etc.).• Obtained thorough understanding of HR programs, products, and tools and stayed abreast of developments to maintain content accuracy and relevancy.• Monitored and analyzed ServiceNow platform knowledge base article usage, SharePoint intranet page and resources usage, as well as, metrics for RIF Transition Hub and COVID Transition Hub micro-sites. Show less

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  StockX

  Nov 2021 - Jan 2024

  • Provided customer excellence in content solutions; wrote content for self-serve customer-facing articles (FAQs) on the StockX Help Center and internal KB articles that serve the Customer Service team with workflows to aid in responding to customer contacts.• Partnered with Training, Product Marketing, Legal, Localization and other departments to improve knowledge base resources. • Collaborated with different teams within the business to gather requirements for Customer Service and then developed articles for segmented audiences to support (Frontline Customer Service and Specialty Teams) with chunked content and searchability and readability best practices in mind.• Executed Quick Reference Guides (QRGs) to serve team members with condensed articles to support lengthy SOP workflows.• Implemented email template strategy to increase agent productivity by answering most common customer contact reasons with templated response.• Delivered communications on effects of the business to the Customer Service Team, such as incidents, warehouse backlogs, and order delays, expeditiously.• Accomplished a complete overhaul to refresh Help Center FAQs; consolidated and structured content for better self-service, managed localization of articles in (11) supported global languages, assembled Customer Service teams in regional areas (EU and APAC) to assist KM team in associating keyword meta and publishing to accomplish within aggressive timeline. Show less

  • Manager, Customer Service Knowledge

    Sept 2022 - Jan 2024

  • Customer Service Knowledge Manager, Writer / Editor

    Nov 2021 - Sept 2022
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  Acuity Brands

  Jan 2024 - now

  Knowledge Content Senior Manager, HR Associate Experience Global Operations

  Delivering engaging and findable content that communicates HR processes and disciplines and promotes associate self-service to deflect contacts from HR Services. Devising strategy to develop knowledge to support initiatives and create awareness of it. Guiding content owners through content lifecycle to keep resources fresh and relevant content in production or retired at it's expiration.