I lead social media service strategy, policies and practices at SunTrust. In 2009 @askSunTrust was created after leading multiple teammates across business units in developing, piloting and measuring the business value and opportunities in providing service via social media.
My responsibilities include providing enterprise-wide strategic leadership, coordination and execution oversight of SunTrust’s social media client service initiatives. Critical components involve online monitoring, guiding reporting/conversation outreach and helping to drive collaboration across the enterprise. My role is a day to day learning experience in balancing the needs of the business and what’s the right thing to do for everyone involved.