Macy's Technology — March 2010
Did all writing, editing and graphic design for the Word/PDF document versions of the guide.
Call Center Script
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Ongelma
SunTrust Bank's website overhaul introduced new 'My Solutions' portal, requiring call center support staff to quickly get up to speed on features and functionality to assist customers without extensive training lag or inconsistent answers.
Mitä tein
Wrote FAQ document covering common portal questions for call center staff | Organized script for quick reference during live customer support calls | Created clear answers in language appropriate for phone support delivery
Vaikutus
Enabled consistent customer support across SunTrust's extensive branch network | Reduced call center training time for new portal launch | Provided reference tool supporting 1,500 retail locations during site transition
Opit
Call center scripts need to work in real time—organization and findability matter as much as content quality when someone's got a customer on hold waiting for an answer.
As part of the SunTrust.com site overhaul, wrote an FAQ document for support staff to assist users visiting the new 'My Solutions' portal. The script provided answers to common questions about the portal's features and functionality.
Liittyvät Projektit
Macy's Technology — September 2016
Wireframes depicting various scenarios for a redesigned portal navigation scheme, especially a new mega-menu, in conjunction with the SharePoint 2013 upgrade.
ControlScan — January 2020
Prior to the release of the SAQ-to-Scan Wizard, this stop-gap callout was the solution for the Add a Scan Target workflow.