Helped manage UScellular's Zendesk Help Center, a knowledge base of 800+ policies and procedures that supported the frontline in serving customers. My contributions spanned content strategy, stakeholder support, and a self-built engagement dashboard that guided the team's decision-making.
Content described is actual work I performed at UScellular; confidential details omitted. Outcomes reflect real results. UScellular was acquired by T-Mobile in 2025 and no longer operates as a company as of August 2026.
UScellular's frontline needed accurate, easy-to-find policy and procedure content to support customers and use internal tools correctly. With 800+ articles to maintain, leadership also needed a reliable way to know which content was working, which needed revision, and where new content was required.
Article-level engagement data from the Zendesk Help Center, tracking monthly views across 800+ policy and procedure articles, used to identify high-traffic content versus underused resources needing revision or retirement.
I helped write, edit, and maintain policy and procedure content across the knowledge base, ensuring accuracy as tools, rules, or processes changed.
I applied deep knowledge of company policies to advise stakeholders on the impact of proposed changes, and used HTML/CSS to improve the layout and readability of complex articles.
I also built a Power BI dashboard to track article engagement, giving my team the data needed to prioritize updates.
The Zendesk Help Center served as the frontline's primary resource for understanding policy, procedure, and tool usage, making its accuracy and usability directly tied to customer service quality. Through my team's consistent content upkeep, combined with an engagement dashboard I built to reveal which articles mattered most, the knowledge base sustained 80,000 monthly article views, directly supporting 400,000+ monthly customer interactions across the frontline.
This mix of team-driven content ownership and data-informed prioritization kept a library of 800+ policies and procedures accurate, relevant, and easy to navigate, turning what could have been a static reference tool into a living resource the business relied on daily.