T. Hill-Hand

Internal title "EverConnect Architect." Sole architect for 40–50 US and Canadian sites. The role was eliminated in a reduction in force.

• Ran a collection of about 3,000 articles: taxonomy, audience permissions, metadata and a recurring review cycle.
• Designed the "Directory," a Smartsheet catalog that assigned a subject-matter expert to every article. It sent automated reviews every 7 to 300 days using a MUSTIE-based checklist, kept an audit history, and produced the intranet index (HTML), chatbot topics (JSON) and AI reference files (Markdown).
• Owned the North America Cognigy chatbot (about 1,000 users a day, mostly HR questions about timecards, PTO and leave). Designed it like a reference desk that points people to the current official article instead of answering from memory.
• Built the chatbot's topics as a hierarchy people could browse up, down and sideways. Tuned it to offer its top 3 guesses, plus a "start from the top" option, when it wasn't sure what someone meant.
• Recruited, trained and supported 30–100 content "Creators" (HR, support staff, managers, subject-matter experts). Ran outreach that replaced separate site-by-site SharePoints and reached an estimated 80% monthly active use.
• Built the "Dictionary" glossary, ran the region's internal ChatGPT assistant, and project-managed the Internal Communications team.
• Built the "Dictionary," a glossary of company and industry terms that employees contributed to and that I edited.
• Deployed and maintained the North America version of the company's internal ChatGPT assistant (Azure), and kept its reference material updated at least weekly.
• Served as de facto project manager for the North America Internal Communications & Employee Engagement team (Smartsheet, Microsoft Planner, Outlook automation).

• Was the first member of a rebuilt Continuous Improvement team. Supported and retrained site reporting analysts on investigations, metrics and tools (BusinessObjects, Power BI, SharePoint), and served as the team's de facto project manager.
• Was one of three regional members of the global intranet design committee. Surveyed employees worldwide, evaluated vendors, and recommended an in-house build because no vendor met PCI and HIPAA requirements.
• Updated work-from-home deployment guides during the 2020 move to fully remote work.

• Updated the daily margin tracker (revenue and cost of sales against monthly forecasts) and prepared month-end client invoices.
• Supervised the site's Quality team, Workforce team (real-time analysts) and another reporting analyst. For a time, was the only operational reporting analyst left in North America.
• Built automated reports in Excel, Access and SQL, and ran internal communications and the SharePoint site for the Las Vegas site.
• For clients served only from Las Vegas, built the final invoice for managers to review. For clients shared with other sites, provided the Las Vegas data for a combined invoice.
• Became a known resource for reporting and tools help at every level, including colleagues in other countries.

• Joined Beats by Dre's customer service program at launch. Wrote guides for other agents and improved how the team used the Oracle RightNow CRM, which led to becoming the program's first Tier 3 agent.
• Handled injury claims (including spotting fraudulent ones), Better Business Bureau complaints, client escalations, lost-package investigations and the most difficult repeat customers.
• Was the designated contact for one customer who called every day for four months, so other agents didn't have to take those calls.

• Ran the studio's print shop as its only employee. Photographed original paintings (Canon 5D, softbox lighting, color reference targets) and produced fine-art giclée reproductions on a wide-format printer.
• Developed the color-matching workflow (color profiles for each material, calibrated monitor), and designed cards for local artists.