I oversee the strategy and execution of the Zendesk Employee Services platform for internal teams such as IT, HR, and more. I focus on leveraging and optimizing the Zendesk product suite to ensure Zendesk employees and agents can get what they need anytime, anywhere, and effortlessly.

As a Product Owner, I am primarily responsible for driving and managing productivity applications such as Zoom and Slack to ensure Zendesk’s collaboration needs are met.

Project work includes:

• Boosted employee productivity and application adoption by introducing impactful feature releases such as Zoom AI Companion, leading to $1.8M in targeted annual productivity savings.

• Implemented automation to improve Slack channel management, saving a targeted $266k/year in productivity.

• Established a monthly feature release newsletter for Google, Slack, Zoom, and Jira. New features are tested and then announced in a fully-detailed intranet newsletter to boost employee engagement and application adoption.

• Managed the migration of three Merger & Acquisition groups to Zendesk’s Zoom and Lucid accounts, ensuring smooth transitions while maintaining security and compliance.

Regular responsibilities include:

• Build and maintain technical and product roadmaps, so we can focus on doing the right work and doing the work right. Prioritize projects, features, changes, and fixes by focusing on alignment with company goals and returning the greatest value for the smallest effort.

• Partner with the Service Desk team to educate support agents on repetitive application administrative tasks.

• Plan and execute sprints and monthly releases by breaking projects into small tasks with hourly estimates, then allocating those tasks across the sprint and month.

• Create and maintain self-service educational material for employees that tackles the most common application issues and questions.

• Engage with Zendesk employees through monthly feature releases, satisfaction surveys, feedback forms, and live trainings.

• Cross-functional project management, including gathering business requirements, designing process workflows, structuring project plans, and drafting communications.

As the Communications, Design, and Education Product Owner for the Cisco Workforce Collaboration team, I am responsible for the employee experience with Webex, Webex Meetings, and Video devices.

I create and deliver general and targeted user education, to make sure employees are getting the most of of their collaboration tools.

• General user educations include a robust SharePoint site that guides users based on the application and desired learning level. For example, if you feel comfortable with the basics in the Webex App, you can jump into the Advanced Guides. All SharePoint content was analyzed, tested, and migrated from four previous sites to deliver a single, unified experience that cross-references how the applications work together.

• For targeted education, I meet with a team or organization to research existing pain points, and then build a custom education plan to help resolve them. Live training sessions average a satisfaction rating of 4.9/5.

I also create and deliver campaigns, notifications, and documentation on changes to the collaboration tools, from routine monthly feature releases to big projects like transitioning to new applications.

I manage a team of UX writers, graphic artists, and video/animation artists, and our work includes creating custom web pages, digital signage, video tutorials, email newsletters, and more. We have created our own branding and communication standards that are requested and adopted by other teams at Cisco.

I am accustomed to working on many projects simultaneously with multiple stakeholders, and I keep deliverables on time and on track. Understand user needs and creating content that fulfills (or exceeds!) those needs give me the most joy and inspiration in my work. I am detail oriented, hard working, and diligent in all of my work.

As the Communications and Education Manager for the Cisco Collaboration team, I paired my technical knowledge of Cisco collaboration tools with my skillset of analysis, organization, detail focus, and clear communication to guide and improve the Cisco employee experience.

The Cisco Collaboration suite included applications like Webex, Webex Meetings, personal and room video devices, and Cisco Jabber. I was responsible for notifying users of changes, as well as providing user education for how to use the collaboration applications.

I created a global, multi-step campaign for transitioning Cisco employees off Jabber and onto the Webex App. I partnered with the Cisco BU to understand milestones, target groups, and upcoming changes. As employees transitioned, I partnered with Change Management to create customized emails, posters, digital signs, live trainings, and more to help employees understand what was changing, as well as why we were changing.

I migrated our collaboration guides and monthly release content from Jive to IBM Connections. During the migration, all content was analyzed, tested, and reorganized to reflect the current working environment. I directed visual resources in creating custom visuals for our guides, including animations and how-to videos.

As a Communications Lead, I was responsible built a baseline web presence to educate users of changes in Jabber and WebEx Conferencing on the Jive platform. I tested, documented, and created visuals that detailed how to use the collaboration tools on Windows and Mac platforms. Additionally, I created and published monthly news posts on new feature releases.

I created a 'grass roots' education track that targeted incoming employees and interns to train them on WebEx Conferencing, Jabber, and Spark. I partnered with IT, Engineering, Sales, Marketing, Supply Chain, Finance, and International Interns to identify and reserve time on new employee start dates and at new employee events. The live demos and training gave them a strong start at Cisco by correctly using their collaboration tools, and helped spread the knowledge into their new teams.

I drove an adoption campaign to increase video use across Cisco. I conducted interview and surveys to gather user sentiment on video use, and then worked directly with Cisco IT leadership to address pain points and promote turning on their video through example.

I conducted UX research by interviewing employees for feedback on the WebEx Tool for Mac. We identified pain points in provisioning, and in account entitlement and management. I analyzed and presented the information, including desktop, mobile, and video endpoint use cases, to the Webex BU for future improvements.