Cristol C. Camacho, CAPM

ady3ez@r.postjobfree.com • 615-***-****

Gilbert, AZ 85296

www.linkedin.com/in/cristol-camacho-c32022

Consultant Project Manager Editor Technical Writer

Dynamic and creative problem-solver with varied experience in multi-format communications with a customer-centric focus. Possesses a strong commitment to partner cross-functionally to drive business improvements though a balance of data analysis and business acumen. Engaging facilitator, experienced with technical writing, editing, training content creation and iterative process documentation.

Core Skills:

•Agile Methodology

•Analysis, Research, Writing

•Process Documentation

•Coaching, Training

•Communication

•Strategic Planning

•Adaptability

•Content Management

Tools:

MS Office Suite, Google Workspace, SharePoint, JIRA, HTML, Medallia, Adobe Experience Manager, Photoshop, Audition, Premier, KNOVA, Workflow Manager, Visio, SmartSheet, Verint, Slack, Jabber

Experience

TEAM Enterprises - Phoenix, AZ 09/2022 – Present

Marketing Promotions Specialist

Collaborating with brand managers to deliver product messaging and implement strategic positioning for a variety of products in the greater Phoenix area markets.

•Cultivating exceptional customer experiences, brand recognition and driving sales.

•Named Promotions Specialist of the month for January 2023 based on customer feedback and exceeding KPI goals.

Verizon Business Operations, Remote - Gilbert, AZ 01/2021 – 09/2022

Sr. Analyst – Program & Project Management

Operational Excellence Planning & Execution team focused on identifying business improvement opportunities and driving change in processes, procedures and content from idea to implementation.

•Drove resolution of issue impacting International billing preventing upward of $500k in charges.

•Identified business process failures; worked 1315 submissions with 47% fix implementation rate.

•Partnered with Communications teams to deliver relevant, timely alerts for known issues and fixes.

•Managed resources, tracked updates on project progress and presented project details to leadership.

•Led partnership with IT OMNI development team for Point of Sale system migration, participated in Agile Sprint planning and collaborated to complete 5 UX enhancements and resolve 8 defects.

Verizon Digital Support Content, Hybrid - Chandler, AZ 03/2019 – 01/2021

Manager – Business Operations

Managed team of 10 content authors and worked to resolve root causes of internal and external feedback across enterprise content.

•Assigned actionable feedback to authors; provided monthly completion data and trend reporting.

•Led partnership with Digital Ops / L&D / Chat automation teams reviewing 2,800+ support articles in 6 months reducing duplicate content by 12% for increased SEO and segmentation for AI chatbot.

•Collaborated with Technical Advisors / Digital Media teams to supplement content with visuals, improving contact deflection rates of lowest performing content.

•Identified opportunities, requirements and assisted with system testing in preparation for CMS migration to AEM ensuring asset and content accessibility throughout the transition.

Verizon Web Tech Analyst, Chandler, AZ 01/2017 – 03/2019

Technical Writer / Editor

Authored / edited user guides, support articles and performed life cycle management for 5G Home launch, Verizon Cloud, International product launch, B2B connectivity and wireless internet devices.

•Promoted from content author to editor within one year; implemented rotational editor training to improve author’s content accuracy, upskill HTML competency and reduce editing time.

•Managed 12 projects / launches and resolved feedback / recommendations to improve support content. Updated articles to improve troubleshooting efficiency and drive self-serve.

•Reviewed internal and customer-facing support content for call reduction opportunities with improvements ranging from 2% to 10% deflections based on click to call reporting.

Verizon Technical Advisor Group, Chandler, AZ 02/2014 – 01/2017

Solutions Advisor

Provided inter-departmental support for technical items across a range of devices, products and services.

•Selected for special project working with Knowledge Management team for support content editing.

•Designed enterprise communications including eCards, Quick Reference Guides and collaborated with Learning and Development teams to create internal training content.

•Video production, My Verizon UI redesign and testing, QA testing, Troubleshooting Resource Guide solution documentation.

•Performed enterprise-scale user analysis and testing, tracked and reported issues and trends.

Verizon Wireless, Murfreesboro, TN 07/2007 – 03/2014

Creative Solutions Team – Escalation Support and Tech New Hire SME

Technical Support Coordinator I & II

Local Number Portability Customer Service

Additional Relevant Experience

News and Public Affairs Office of MTSU, Murfreesboro, TN Public Relations Assistant

Great American Country Network, Nashville, TN Marketing and Promotions Intern

Office of Congressional Officials, Murfreesboro, TN Congressional Staff Aide

Education

Bachelor of Science (BS) Mass Communications; concentration in Public Relations / Journalism

Minors: Marketing / Spanish Middle Tennessee State University, Murfreesboro, TN

• Agile Mindset Project Management Course – June 2022

• PMI Certified Associate of Project Management (CAPM) ITCAP #2933184 – December 2020

• Certified Crisis Counselor, Volunteer, Crisis Text Line – May 2020

• Lean Six Sigma White Belt Certification – 2015

• Systemation Project Management and Planning Course – 2014

• Verizon Writing & Presentation Advantage Courses – 2012 & 2014

• Step Up Leadership Development Program Graduate – 2012

• COMPTIA Network+ Certification – 2011

• COMPTIA A+ Certification – 2009

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