Team | Service | Innovation

Our Service Team
(Quality • Delivery • Skill-set)

Another high CSAT score = 4.92 with a response rate of 24.08%.

30 client kudos and 22 high CSATs with positive client notes.

3 Team recognition rewards:

3 Lionbridge PlusOnes (May, June and July).

Impact FY20 planning.

Design of Partner Summit ID.

On-site and event support (not an exhaustive list):

Cisco Live
Cisco Beat
Leadership Quarterly
Partner Summit
Marketing Velocity
MeetIT

On-boarding and training of new creative CEL in EMEAR.

On-boarding and training of new US Request Coordinator.

Partnership with Core Brand PM to help deliver Content Builder requests. Partnership with Core Brand and Webex team to establish guidance on Webex app/icon family.

Delivery of several large /complex projects (see examples/screenshots and write up below).

Partnership with Hatch Ops in Brand Exchange upgrade (target go-live date Oct 2019) including new branding, asset auditing, and end-to-end operationalization of platform support.

Technology and Continuous Innovation

Financial Management Tool (FMT) initial phase is live which includes UX improvements (in collaboration with UX team), huge changes to Forecasting/Favorability, and many other tweaks based on testing and UAT feedback. Now in next revision phase.

BOT phase 2: pending T&C content sign-off, new API changes opens new doors for Webex Teams integrations, new Bot solution proposed.

DOMO Data structure in place (Connector, Datasets, Dataflows). Dashboards/Cards created. Access Level structure created, Documentation created.

Know Your Freelancer (in prototype). Reviewing features before launching.

Core brand project financial calculator will be used by PMs to help them calculate the cost of projects. In addition, it will help operations understand how much money/time our team puts in a project. 2nd phase is to develop rate cards.

Working with InfoSec to get Browserstack (QA tool) cleared for your use.

New large web project estimating and planning process (cost calculator + BRD).

Training and development:

WEM Touch UI sessions
Adobe Max registration.
Formal UX training provided by trainer in Costa Rica.

Account Team • Partnership

Workfront Leap Conference attendance and presentation with Hatch Ops.

Assistance with Cisco Brand Exchange upgrade/migration efforts and planning for DAM.

Introduction of Core Brand Ops Lead.

Partnered with The Hatch leadership to devise a staffing-needs strategy for the Core Brand Team:

On-boarded 2x PMs and junior 3x ADs.
On-boarded freelancers.

Roll out of SLAs and KPIs for Photography Dept.

Working on adding iconography as a service to the request tool and train designers on illustration designs for Cisco.

Development of Lionbridge capabilities presentation to go after production work in the US.

Lionbridge leadership travel to RTP for QBR and strategic discussions.

Supporting Hatch Ops with other vendors SLAs implementation, CSAT surveys (via Eloqua) and reporting needs.

Support with sourcing of TechWise TV candidates.

New processes and updates:

Supported Hatch Ops with the roll-out of the an improved Freelancer and 3rd Party Process to the Core Brand team (MCRC team in Q1).
Revamping of the stock image process (Communication is in
process)
CRC Not-Billable Task - Time Entry Process
Eloqua - Design & Development Guide

Supporting Hatch Ops with Cisco TV operationalization efforts (WIP - early stages)

Fine tuned Harry's VO process and to be rolled out to Core Brand team in Q1

Continued partnership with QBR evolution efforts - target date of improved process is TBD

Assisting team with backfill and smooth transition of key team members that left the team (e.g., Mike and Tomasz)