Peter Quinones

2023-2025  - Solutions Coordinator | cb20 · Saratoga Springs, New York, United States

• Coordinated collaboration between engineering, sales, and procurement organizations in the development and delivery of customer-focused IT services proposals.
• Launched solutions building blocks library to leverage preexisting proposals, enabling re-use of effective content and significantly reducing the time required to develop new proposals.
• Standardized templates for proposals, RFP responses, and other services agreements to ensure consistent use of vetted, optimized language. 
• Researched and developed proposals for a wide spectrum of network, systems, and AV solutions.
• Established SLAs for all phases of proposal delivery and accelerated average proposal delivery from twenty to less than ten days. 
• Established new verbal and visual standards for branded customer-focused content.
• Established RFP response protocol to quickly mobilize response team, leverage previous responses, and assemble concise, consistent, winning responses to government and private sector RFPs. 60+ responses delivered in Q1.

2005-2022 - Director/VP, Product & Corporate Communications

• Coordinated a team of product managers, engineers, marketers, and technical communicators to develop a product training hub for third-party and client developer users of a next-generation API, growing the developer community and accelerating adoption. 
• Created corporate standards for written, visual, and online communication, applied across all outward communication, support, and marketing efforts. Developed and curated comprehensive base of product documentation, training, client communication, and web content.
• Following the merger of two financial technology firms, defined and implemented short, mid, and long-term deliverables for integrating, standardizing, and unifying the documentation libraries and web support platforms of both original firms.
• Accelerated learning for clients and internal support using more client experience-focused content, reducing start-up time for new support hires from an average of twelve weeks to three.
• Introduced corporate use of “customer personas” and “organizational overviews” to establish a common language and shared understanding of how and why customers used the firm’s systems and services.
• Authored and supervised a massive, comprehensive content base to support the spectrum of user types (end users, administrators, quantitative analysts, support analysts, auditors, third-party technology partners).
• Designed and implemented corporate web presence for marketing and support functions.
• Led a team of trainers and content developers to develop comprehensive video curriculum based on pain points and best-practice solutions, decreasing help desk call volume and training expenses.
• Conceptualized, designed, and prototyped an online marketplace to drive the adoption of an emerging product line of financial/regulatory apps.
• Established regular customer outreach/engagement via active (email, phone, embedded instruction) and passive (web portals, print, etc.) channels.
• Championed the development of employee engagement campaigns that reduced churn and lengthened employee tenure.
   

B.S. Technical Communication, Rensselaer Polytechnic Institute, Troy NY