Member Panel Audit
I was asked by my General Manager to review the current Member Panel used by our customers. This is where customers view their subscription information, download any files and can contact support.
I went through the Member Panel and made note of anything I thought needed to be updated or added. I also had our primary sales moderator review the Member Panel as she addresses most of the questions related to the Member Panel and is very familiar with the customers’ needs and wants.
After reviewing the Member Panel and discussing it with our sales moderator, I created a Trello board for it, organizing the items by priority and working with frontend and backend developers, management and other support members to ensure all issues were addressed.
Project Management for GM
Our company was in a period of transition after having been acquired. During that time, many of us were taking on additional projects as we made the move into this new company, including our General Manager.
My GM came to me to help him organize and manage his products, to help keep his projects on track. I took forms created by the company we were then apart of and adapt them to work for our smaller portion of the business.
iThemes Support Process, Documentation and Escalation Process
I was selected by my manager to help him head up a project for the support team which would revamp our support process, set up a system to make sure the documentation is being kept up to date and create an escalation process for support tickets.
This required me to not only be able to communicate with my peers but also to lead my co-workers despite not being in a management or leadership position.
The project demanded that I be able to organize, process data and create solutions.
As part of this project, I also created the Standard Operating Process (SOP) for each of the different areas.
iThemes YouTube Channel
Due to some unfortunate circumstances, iThemes lost the videos on their YouTube channel and needed to start over. I was asked to be on the team to help relaunch and revamp the channel.
As part of the revamp, I created and launched a new segment for the iThemes channel called WordPress Development Corner where we interview the different developers on our team to not only learn more about our products but so that our customers can learn more about why we make the decisions we do.
I also worked to create a recording room that both looked and sounded more professional to help bring in viewers.