Cox CommunicationsCommunications Specialist III
Oct. 2015 - Jun. 2017Atlanta, GeorgiaWrote and edit digital content for Cox customer care intranet and external content for cox.com. Developed and directed customer care processes, methods and procedures, knowledge management and communication strategies. Provided call center personnel with up-to-date information on products, services, processes, tariffs, rates, features, and troubleshooting techniques by collecting and disseminating information, methods, and procedures via web-enabled electronic knowledge databases. Created and maintained content in KEY and KANA knowledge centers using tools and languages such as HTML, JavaScript, Flash, and metatags. Managed and solicited feedback, research alternatives, and propose improvement recommendations for enhancement to communications and knowledge center tools using Sharepoint databases.