Company Overview: PayPal’s Global Legal Agreements (https://www.paypal.com/us/legalhub/home)
Knowledge management and channel strategy leader accountable for content strategies that drive key performance indicators, such as contact abatement, customer engagement, and NPS (net promoter score)
Responsible for the creation and execution of PayPal’s Global Customer Support content strategy and product roadmap
Leader of multiple global content teams that create and continuously update customer support content on the PayPal Help Center as well as internal channels utilized by global customer service agents to assist customers contacting call centers
Scope and responsibility spans all PayPal brands: Venmo, Hyperwallet, Xoom, and Honey
Also responsible for the strategy and end-to-end intake, governance, and publication of PayPal’s Global Legal Agreements
Vast experience in content transformation—taking static, unstructured content and transforming it into componentized, intelligent, reusable content that can be easily consumed by customers, employees, and machines (i.e., Google, Generative AI)
Extensive track record of collaborating with a diverse array of business and technical partners and stakeholders to build products and platforms that enable PayPal customers to self-serve and transact on the platform
PayPal’s Global Legal Agreements (https://www.paypal.com/us/legalhub/home)
Developed AI-focused knowledge management strategy and framework for implementation for PayPal’s global customer content support organization
Reduced content overhead/volume by 60%, increased authoring efficiencies by 30% and shortened time to market lifecycles by 25%
Led several platform migrations leveraging automation to enable more efficient and intelligent use of organizational assets and eliminate over $10 million in vendor licensing costs
Partnered with SEO strategists to identify opportunities and enhancements in PayPal Help Center content, which resulted in monthly Google impressions increasing from 10 to 90 million
Led global content teams who produce and maintain self service content that yield over 25 million monthly customer views with 89% containment and 70+% effectiveness
Manager & Sr. Manager, Knowledge Management
PayPal
01.2012 - 01.2019
Led global team of writers
Acted as a primary point of contact and resource for leading content-related programs and deliverables
Generated human and technology solutions for authoring and go-to-market challenges and obstacles
Regularly partnered with senior level stakeholders and maintained relationships with the wider business for strategic content initiatives and programs
Sr. Content Specialist
PayPal
01.2010 - 01.2012
Developed and maintained customer-facing and internal content aimed to help customers and customer service agents self-serve and use PayPal products
Senior Marketing Manager
Planet Group
01.2006 - 01.2009
Developed, executed, and managed comprehensive marketing plans designed to penetrate and grow targeted markets
Managed end-to-end marketing efforts which included, but are not limited to, trade shows, Web development and maintenance, direct marketing, e-mail campaigns, Google campaigns, product roll-outs, media placement and advertisements, and press coverage
Provided leadership and direction to staff, vendors and partners to guide the creation and completion of marketing materials and campaigns
Regularly collaborated with executive management on strategic initiatives and marketing budget
Senior Content Specialist
ACI Worldwide
01.2002 - 01.2006
Helped develop various marketing tools, including promotional materials, direct-mail pieces and Web content
Created and evaluated product marketing collateral and programs
Translated highly technical product data into high-level and effective marketing pieces
Interviewed key customers for product case studies and testimonials
Maintained communication with management and sales to ensure marketing messages were being delivered in an effective and timely manner
Education
Bachelor of Arts - Journalism, Public Relations sequence
<ul><li>Assist in preparing Subs Annual Budgets and reviewing Subs financial reports.</li><li>Provide support and training to partners to ensure adequate support for the program component.</li><li>Conduct partner technical supportive supervision on request basis from Grants & Compliance teams.</li><li>Coordinate grantee proposal review process and ensure compliance with solicitations and donor regulations.</li><li>Coordinate pre-award evaluations and assessments of potential grantees as needed.</li><li>Analyze, verify and review grantees proposal budgets to ensure donor compliance and reasonableness.</li><li>Coordinate the assessment of grantee risk and implement appropriate systems and agreements to minimize risk.</li><li>Ensure timely and appropriate close-out of sub-grants and coordinate the close-out of EGPAF prime grants.</li><li>Provide support and training to partners finance staff to build financial and accounting capacity to ensure adequate support for the program component.</li><li>Monitor partners’ spending patterns as part of the overall project budget to actual analytics.</li><li>Follow up on Grantee monthly invoices & supporting documents</li><li>Serve as an expert on applicable policies, procedures, rules, and regulations and assist staff with their interpretation and understanding of these.</li><li>Stays abreast of donor policies, procedures, rules and regulations and host country legal requirements and informs local and regional management of significant changes.</li><li>Perform internal departmental/grants reviews ensuring compliance with Foundation and donor requirements. Identify potential areas of compliance vulnerability and risk; assists with the development of corrective action plans for the resolution of problematic issues; and provides general guidance on how to avoid or deal with similar issues in the future</li><li>Conduct on-site financial compliance reviews which include: cash counts; review of accounts receivables including employee receivables; documentation of segregation of duties and internal control structure; document storage and retention</li><li>Document findings, propose improvements or change as relevant, disseminate findings and ensure follow up implementation of recommendations as well as resolution</li><li>Conduct random surprise checks and vendor verification reviews to ensure proper procurement procedures are being practiced and report on findings</li><li>Develops an effective Compliance & Ethics training program, including appropriate introductory training for new employees as well as ongoing training for all employees and managers</li><li>Assists with improving the awareness and understanding of compliance to assist employees with the establishment of a “culture of compliance”</li></ul> at Elizabeth Glaser Pediatric Aids Foundation<ul><li>Assist in preparing Subs Annual Budgets and reviewing Subs financial reports.</li><li>Provide support and training to partners to ensure adequate support for the program component.</li><li>Conduct partner technical supportive supervision on request basis from Grants & Compliance teams.</li><li>Coordinate grantee proposal review process and ensure compliance with solicitations and donor regulations.</li><li>Coordinate pre-award evaluations and assessments of potential grantees as needed.</li><li>Analyze, verify and review grantees proposal budgets to ensure donor compliance and reasonableness.</li><li>Coordinate the assessment of grantee risk and implement appropriate systems and agreements to minimize risk.</li><li>Ensure timely and appropriate close-out of sub-grants and coordinate the close-out of EGPAF prime grants.</li><li>Provide support and training to partners finance staff to build financial and accounting capacity to ensure adequate support for the program component.</li><li>Monitor partners’ spending patterns as part of the overall project budget to actual analytics.</li><li>Follow up on Grantee monthly invoices & supporting documents</li><li>Serve as an expert on applicable policies, procedures, rules, and regulations and assist staff with their interpretation and understanding of these.</li><li>Stays abreast of donor policies, procedures, rules and regulations and host country legal requirements and informs local and regional management of significant changes.</li><li>Perform internal departmental/grants reviews ensuring compliance with Foundation and donor requirements. Identify potential areas of compliance vulnerability and risk; assists with the development of corrective action plans for the resolution of problematic issues; and provides general guidance on how to avoid or deal with similar issues in the future</li><li>Conduct on-site financial compliance reviews which include: cash counts; review of accounts receivables including employee receivables; documentation of segregation of duties and internal control structure; document storage and retention</li><li>Document findings, propose improvements or change as relevant, disseminate findings and ensure follow up implementation of recommendations as well as resolution</li><li>Conduct random surprise checks and vendor verification reviews to ensure proper procurement procedures are being practiced and report on findings</li><li>Develops an effective Compliance & Ethics training program, including appropriate introductory training for new employees as well as ongoing training for all employees and managers</li><li>Assists with improving the awareness and understanding of compliance to assist employees with the establishment of a “culture of compliance”</li></ul> at Elizabeth Glaser Pediatric Aids Foundation
Director of Knowledge Management and Advocacy at TANZANIA SOCIAL ACTION FUND (TASAF)Director of Knowledge Management and Advocacy at TANZANIA SOCIAL ACTION FUND (TASAF)