Angie Brown

• Executed editorial strategy and conducted 100+ editorial reviews monthly with deadlines as short as 10 minutes; used performance metrics to track communications quality trends, increased communications quality pass rates by 237%, and reduced editorial review turnaround by 27%.
• Consulted with 16 employees on brand and style ensuring communications were succinct, on-brand, and tailored to readers’ level of understanding by considering writing guide, style sheet, and language concepts; helped employees handle conflicting edits and negotiate with partners to gain agreement.
• Improved team’s efficiency, consistency, and accuracy through the development and ongoing maintenance of an audience reference guide and 25 custom templates for change and strategic communications; implemented advanced technological processes and conducted related training.
• Evaluated communication objectives, content, and impact from a reader perspective by asking questions to drive clarity, quality execution, and value for readers; recognized potential risks while proposing viable solutions to address the challenges.
• Partnered in the development of a new communication strategy to improve readership and employee engagement; assisted in the conceptual design of a new SharePoint site to support the communication strategy.
• Advocated for and represented the company’s brand as brand steward for the business group; collaborated with and advised 10 brand stewards, hosted meetings, and provided brand reviews to protect the company’s reputation, avoid risks, and ensure ADA compliance.

• Supported high-volume and confidential international change management communications while building communications tools and resources across the business; developed clear and concise communications and reviewed presentations to support high-impact initiatives affecting the entire enterprise.
• Collaborated with partners and subject matter experts to ensure accuracy of communications prior to publication.
• Influenced leaders and employees to adopt branded communication templates to create polished and consistent communications for 6,000+ employees; created 11 different custom templates for change and strategic communications improving efficiency and consistency.
• Identified process improvement opportunities and developed tools and resources that promoted teams’ efficiency, consistency, and accuracy.
• Selected as brand steward for Enterprise Complaints and Remediations; collaborated with other brand stewards in the division to help ensure brand consistency and support.

• Wrote and delivered on-brand time-sensitive communications simplifying complex materials to enhance employee readiness; provided after-hours and weekend support for time-critical communications.
• Served as brand subject matter expert supporting 25 employees to ensure compliance with brand standards, voice, and style.
• Consulted and collaborated with business partners and leaders to recommend and execute communication strategies meeting audience needs.
• Participated in initiatives to improve basic publication design, website content, and publishing information.

• Provided ongoing sales and service communication support to ensure Retail and Small Business team members have the knowledge and the resources to provide exceptional customer experience; created effective and concise sales and service tools and communications.
• Contributed to a comprehensive branch communication strategy including weekly newsletter intranet websites, and employee scripting.
• Coordinated and executed daily incoming communication requests, identifying the most effective communication method for implementation.

• Supported 300+ Consumer Bank Support employees and operations consultants by answering policy and procedure questions that required policy and procedure interpretation; completed research of policy and procedures for current and predecessor banks for discovery in litigation.
• Created and maintained the incoming pipeline of policy and procedure creation and maintenance for 30+ business analysts; served as advocate for financial center and call center team members during procedure development.

• Monitored calls of 25 employees and coached them to ensure call quality; trained 40 employees to answer calls about four different systems, policy, procedure, and product information.
• Provided support to branch employees on four occasions during three bank mergers.

Covered 15 branches in four counties:

• Made lending decisions for fixed-rate term loans, home equity loans, and revolving credit accounts.
• Provided sales and service support by opening and maintaining bank products and conducting teller transactions.