Bonny Welsford

• Lead a team of managers, content designers, technical writers, content strategists, and architects to deliver world class digital self-service client experiences across IBM Security products.
• Collaborate across business functions to drive innovation and engagement for customer adoption and usage.
• Spearhead the content strategy across the organization to transform client experiences throughout the customer journey.
• Led the transformation to accelerate productivity through AI adoption.
• Mentored team members for professional development, resulting in increased productivity and job satisfaction.
• Provided ongoing direction and leadership for program operations.
• Delivered outstanding program results by setting clear objectives and proactively addressing potential challenges.
• Coordinated budgeting and resource allocation to facilitate smooth flow of operations.

- Served dual role of development manager and technical content manager in the Threat Management portfolio to lead a globally dispersed team to deliver delightful client experiences on time and on budget.

- Improved content efficacy and user adoption across the portfolio by 30%

- Improved NPS scores by 25 points by developing and implementing SaaS Technical Content Guidelines and Standards for consistent user experiences, improved discoverability, and easier navigation.

- Improved time to delivery by 25% through a disciplined innovation that addressed process improvements through automation and AI adoption.

• Managed and motivated a team of 10 technical writers responsible for creating and maintaining documentation for a global audience
• Reduced content duplication by 30% to address SEO issues by introducing DITA reuse and implementing a closed-loop process with other content contributor functions.
• Oversaw the development of documentation standards and templates to ensure consistent content patterns, quick onboarding for new team members and interns.
• Certified IBM EFQ (Editing for Quality) Technical Editor to drive creation of content that is to find, use, and understand.
• Maximized performance through a collaborative team approach and autonomy for team to make decisions to deliver at speed to the market.

• Managed multiple projects simultaneously while maintaining strict adherence to deadlines and quality standards.
• Worked closely with subject matter experts to gather vital information for inclusion in technical documents.
• Developed comprehensive user guides and online help systems, facilitating ease of use for customers.
• Contributed to the creation of instructional videos, enhancing user understanding of complex software features.
• Awarded Quality Champion Award in recognition of outstanding contributions t the improvements of installation guides for Cognos products, resulting in increased user satisfaction and reduced support tickets.