Malcolm Martin

Supported day-to-day web publishing in a headless CMS, handling content updates, page builds, QA, and publishing workflows across multiple digital experiences. Built and maintained structured Contentful entries and reusable components to enable scalable, consistent publishing. Partnered with product, marketing, and engineering teams to implement content updates and website enhancements aligned with business and user goals. Performed QA on published content—formatting, metadata, responsive rendering, broken links, and cross-device consistency. Aided CMS governance, workflow management, and publishing standards. Worked in Agile (Jira/Confluence) to manage requests, track tasks, and collaborate across teams. Troubleshooted front-end content and rendering issues with HTML/CSS and browser tools. Contributed to content model updates and migrations by organizing, mapping, and QA-ing structured content. Assisted with AI-supported publishing workflows to improve efficiency.

Managed high-volume inbound customer interactions focused on retention, billing support, and policy servicing. Resolved customer concerns with empathy and professionalism, improving trust and satisfaction during critical moments. Explained products, services, and coverage options clearly to drive informed decisions. Used customer feedback trends to support team performance improvements. Tracked performance metrics including average handle time, efficiency, and service quality benchmarks. Led weekly team contests and engagement initiatives tied to performance outcomes. Developed a strong understanding of customer behavior, objections, and retention drivers.