Scott Wilborn
Writer | Content Developer
Creative to Technical
Technical
Backgrounds
Roles
I have been fortunate that my experiences have included such a diverse range of
Backgrounds & Roles (above)
Being able to see and participate in a wide variety of complex situations has rewarded me with a unique perspective to offer. My instinct, beyond any job requirement, has always been to capture, document, and organize whatever information is available to create an output that serves to clarify understanding and enhance knowledge for any interested stakeholder.
I have worked under structured guidelines but most of my work has involved smaller companies with greater opportunities to be directly involved in all aspects of projects or initiatives. Subsequently, a lot of my solutions are custom creations meant to serve multiple purposes and audiences based on available time constraints.
I welcome you to check out the samples I have provided below. Please let me know if I can be of assistance to you and/or your organization. Feel free to send me a message from the Contact page. Thank you for this moment of your valuable time!
Management/Leadership Training
I perform subject matter research on relevant topics of interest in management, leadership, and human resources and develop instructional training presentations related to these topics in the workplace today.
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Topics:
Diversity
Unconscious Bias
Race & Privilege
Cultural Sensitivity
Emotional Intelligence
Performance Management
Managing Agreement
Harassment
Critical Thinking
Conflict Resolution
Problem-Solving Skills
Communication Skills
Employee Wellness
Leadership Imperatives
Customer Service Training & Operations
Great ideas usually arise out of the right combination of knowledge, experience, and perspective.
While developing an e-commerce site for a new product, I encountered service disruptions in testing our fulfillment process that certainly needed to be accounted for to go live. I created a system to identify and track actions through each possible outcome scenario and to stage any interrupted transactions for subsequent processing.
This functionality enabled us to provide a much more seamless purchase experience for our customers.
Meanwhile, our existing back-end systems focused almost exclusively on the evaluation and completion of a customer’s initial purchase. As a former operations manager, I recognized the value-add this tracking would provide to customer service intelligence if also integrated into our back-end systems as we would have a better platform to interpret customer intentions and approach any needed exception resolution.
I transformed the back-end systems for processing each of our three major product groups. At the same time, our customer service function was being transferred from India to Atlanta necessitating the training and development of an entirely new customer service staff. Fortunately, the system documentation I created for this new custom intranet system included a documentation library, context-sensitive help, flow diagrams, custom dashboards, analysis, and reporting which we were able to utilize to effectively bring the department up to speed.
Hacker Mitigation System
Great ideas may also arise from the need to solve a problem that is not being solved sufficiently otherwise.
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As with most other e-commerce providers at this point, our organization was fighting malicious attacks on our sites with ever-increasing scope and frequency. We were already utilizing the protective environment and services of a hosting provider and DDOS mitigator, but still felt the need for more timely and granular control for both response and prevention.
This system evolved out of a two-minute Monday morning conversation with Clay Hall and has provided us with a custom “local firewall” with content filtering, address tracking, mitigation, and administration across all sites for the last seven years.