Time Warner Cable is the second largest cable company in the United States, operating in 29 states. Its corporate headquarters are located in the Time Warner Center in Midtown Manhattan, New York City. For just about 4 years now I have worked on various videos, email templates, micro sites, and other digital products for their corporate headquarters to maintain and increase subscribers and to drive up sales for OnDemand and various services and networks. In addition to my work with their sales teams I spent most of the last three years I worked on a major project spearheaded by their CEO to reduce average customer support call time by creating a library of over 50 How To videos.

ENJOY BETTER: HOW TO VIDEOS

The Enjoy Better How To video project’s main goal is to give Customer Support call centers a library of videos they could direct customers to that give answers and guidance to their most commonly asked questions. Results worked and helped reduced the time each call center employee spent on the phone trying to describe some of their more challenging tasks like walking customers through installing their cable boxes, or even the simpler tasks like learning how to read their cable bill.

For the past 3 years I have worked with the head of customer support and interviewed countless call center reps while creating and editing storyboards the best describe and teach their customers on a constantly growing troubleshooting list of questions they challenge me with finding visual solutions. The project as a whole has been one big study on User Experience and all the pain points that may exist with every product and process a customer can experience.

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EMAIL CONCEPT DESIGN & ART DIRECTION

As Art Director I have guided our team of designers to develop multiple responsive templates that ensure quick turn around while flexible enough to fix to the content of each new promotion and news letter. The challenge with any daily and weekly email campaign is committing to consistency for production and speed but knowing when change is needed. At these crucial moments I would take design lead and work with our email developers and present TWC with creative concepts that would both push the design direction while containing a smart template design that maintained flexibility and speed for production of both desktop and mobile layouts.