Charles Jones

Owned AI-enabled digital content strategy and internal product experience across 7 LumApps portals serving 3,000+ customer service agents, reducing procedural lookup time by 20%. Built internal applications in Google Apps Script and revamped front-end architecture to accelerate load times by 50%.

Spearheaded content strategy and information architecture for internal LumApps portals serving 3,000+ customer service agents, establishing unified content standards that reduced procedural lookup time by 20%. Authored a Design System and Style Guide adopted across 10 teams, standardizing visual consistency, WCAG accessibility, and content hierarchy.

Translated complex business requirements into comprehensive UAT test plans, evaluating cross-platform user journeys and functionality across Web, Mobile, IVR, and Set-Top Box environments. Directed end-to-end UAT across 168 major releases over 7 years, tracking defect trends and mitigating experience gaps to achieve sub-1% production error rates.

Coordinated 500+ enterprise product rollouts over 5 years across Project Management, Marketing, IT, and Field teams, maintaining zero missed milestones through disciplined launch scheduling. Governed complex database configurations for broadband coverage areas and regional service territories, maintaining strict data accuracy and structural integrity across thousands of records.

Evaluated call center workflows to optimize agent tooling and authored technical IT development specifications that streamlined call flows and reduced handle times.

Managed executive escalation teams handling BBB and Attorney General inquiries; designed an MS Access tracking system that enabled consistent 3-day resolution turnaround.

Negotiated complex consumer dispute resolutions and authored foundational training documentation and initial modules for the Customer Resolution department.

Provided inbound support for billing and programming inquiries.

Earned an Associate of Art in Art from Central Wyoming College in 1990.