Summary
Skills
Work History
Education
Overview
Accomplishments
BusinessAnalyst
Nicole Cantwell

Nicole Cantwell

Lewisville,TX

Summary

Results-driven leader with strong background in strategic management and organizational growth. Skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.

Skills

  • Verbal and written communication
  • Strategic planning and business strategy
  • Strong decision-making skills
  • Customer service experience
  • Regulatory compliance knowledge
  • Cross-functional team leadership skills
  • International business skills
  • Budget and finance management
  • Vendor relationship management
  • Experienced in Leadership development

Work History

Sr. Manager II, Discovery & Help Content

Samsung Electronics America
02.2018 - 03.2022
  • Collaborated daily with marketing and design teams to develop and plan site content, layout, and style on 50+ projects annually.
  • Managed content distribution to online channels, print, on-device and all Samsung channels.
  • Managed Samsung Care Video Support (youtube.com/samsungcare), with a growth rate of 315K subscribers, across all product types.
  • Utilized analytics and site metrics to determine areas of improvement for a better customer and agent experience to improve CES, increase call deflection and NPS and drive customer loyalty.
  • Directed website content by gathering information and integrating data from other departments or other systems through API and site gap alignment.
  • Streamlined functions by developing and implementing processes and task management ticket systems, including Confluence, Jira and Teamwork.
  • Implemented A/B testing various digital elements to continually improve performance metrics and drive a better customer experience,
  • Ensured adherence to brand voice guidelines throughout all channels of communication within the organization's digital presence.
  • Consistently met tight deadlines while maintaining high-quality standards for all published materials.
  • Increased website traffic by optimizing SEO and implementing effective content strategies.
  • Repurposed existing print materials into engaging online formats using HTML, CSS, and JavaScript techniques when applicable for legal, agent knowledgebase and dotcom.

Director, Content, Strategy, Analytics & CRM

Samsung Electronics America
03.2022 - 01.2025
  • Responsible for securing and effectively managing a 3M+ budget to ensure optimal use of resources while maintaining financial stability.
  • Improved user experience for customers with strategically curated product descriptions and visuals with videos, simulators and static images for Samsung Support website.
  • Ensured legal compliance by reviewing and aligning all published and digital content against industry regulations, avoiding potential fines or penalties.
  • Led 5+ teams that covered Support Content, Legal, Care CRM & SMS notifications and system management.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization, including product launches, system migrations, strategy cross alignment, cost reductions.
  • Orchestrated a comprehensive Proud to Own initiative, integrating emerging technologies like AR and VR into onboarding campaigns, leading to a 60% increase in SMS Opt-ins and a 35% rise in customer loyalty.
  • Created communication channels to provide guidance and information to over 16MM customers every month, maintaining a 55 NPS score.
  • Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations
  • Negotiated favorable contracts with vendors for reduced costs and improved service quality for 10+ years, which resulted in saving over 5M.
  • Generated 12.1M sales in 2024 by providing valuable information and addressing pain points throughout the customer journey.
  • Spearheaded successful project and product launches that resulted in increased Care brand visibility, including Care PPX SMS, Samsung Community, Samsung Simulators, Digital User manuals, and a Legal online footprint.
  • Optimized Content & Training teams inventory management to minimize costs and ensure product availability for all Mobile product launches
  • Pioneered adoption of sustainable practices, leading to industry ICXA recognition with proactive customer support notifications and agent support through SMS,
  • Achieved remarkable turnaround of underperforming divisions through strategic leadership and restructuring
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.

Manager III, Content Strategy

Samsung Electronics America
01.2017 - 03.2022
  • Enhanced product content quality by implementing comprehensive editing and proofreading processes through a structured style guide that all authors and vendors needed to follow for Care content.
  • Cultivated a culture of continuous improvement, embracing feedback and implementing changes to enhance team performance and overall results
  • Developed a scalable system to manage high volumes of new product launches, ensuring timely updates and accurate information.
  • Transformed over 8000 pieces of content and customer data into actionable insights for impacting content strategy and tactics.
  • Improved user experience for customers with strategically curated product descriptions and visuals with videos, simulators and static images for Samsung Care.
  • Efficiently managed multiple projects simultaneously while adhering to strict deadlines and budgets.
  • Implemented analytics tools to track the impact of content changes on customer behavior, enabling data-driven decision making through Medallia and Tableau.
  • Ensured legal compliance by reviewing all published content against industry regulations, avoiding potential fines or penalties.

Manager II, Digital Experience

Samsung Electronics America
08.2015 - 01.2017
  • Managed all-digital, print and on-device content, including user manuals, inbox print guides, legal terms and conditions, agent support content, troubleshooting guides, how to guides, video production and simulators for 20+ launches annually.
  • Managed, aligned and assisted in design infrastructure for Samsung Care.
  • Managed Care digital social channels for Samsung Telecommunications.
  • Spearheaded initiatives aimed at streamlining processes, leading to increased operational efficiency and cost savings with Digital Operations team.
  • Conducted regular evaluations of team performance, providing constructive feedback and tailored coaching for continued development.
  • Coordinated focus groups engaging customers to gather valuable input used for enhancing product offerings.
  • Investigated and resolved customer inquiries and complaints quickly through content feedback and dotcom touchpoints.

Manager I, Digital Online, Content and Quality

Samsung Electronics America
03.2013 - 08.2015
  • Responsible for leading all content development on dotcom for mobile products
  • Aligned closely with NAHQ for site structure for mobile products, including UX design and new content developments
  • Responsible for leading and ensuring compliance for agent content, including policies, troubleshooting guides, FAQ, and agent training
  • Analyzed and reported on content metrics and feedback for executive review
  • Responsible for strategic development to improve the customer and agent experience through system development and content
  • Responsible for Digital Operations (Email, Chat and Online) for Mobile products
  • Managed agent quality teams that focused on improving the customer experience through agent behavior
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
  • Maximized performance by monitoring daily activities and mentoring team members
  • Cross-trained existing employees to maximize team agility and performance
  • Controlled costs to keep business operating within budget and increase profits
  • Improved safety procedures to create safe working conditions for workers

Manager I, B2B Global Analyst

Research In Motion
03.2009 - 11.2012
  • Responsible for recruiting, training and supervising 22+ Enterprise Server Analysts onsite and remote (global)
  • Fostered an environment that resulted in an increase in team building, accountability, high levels of service and motivated employees
  • Managed back-end operations to ensure best in class service for paid VIP client support
  • Analyzed and distributed KPI reports for all areas of the business to drive the company improvement with customer support
  • Led a team of Tier III Analysts that supported B2B customers for paid server and device support
  • Globally led a Business Continuity Management program, (Kepner Tregoe) for all lines of businesses to improve content development for customers and analysts
  • Managed all onsite IT requirements, seating requirements and onboarding process for new hires and existing employees
  • Managed call volume for Tier III analysts and worked globally to ensure call volume was meeting KPI requirements

Education

Bachelor of Business Administration - Business Administration And Management

Amberton University
Dallas, TX
01.2013

Associate in Science - Culinary Arts

Florida Gulf Coast University
Panama City, FL
01.2002

Overview

16
16
years of professional experience

Accomplishments

  • Identification of operational gaps and execution of collaborative innovation
  • Samsung Digital Legal Support Footprint
  • Samsung Digital User Manuals
  • PPX Care Campaign (SMS)
  • Samsung Members
  • Samsung Community (Khoros)
  • Simulator/Emulator Generator
  • Customer Support Videos
  • Mobile Getting Started Guide

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Nicole Cantwell