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Skills

  • Customer service
  • Vendor relationships
  • Information Architecture
  • Localization and Internationalization
  • Content Strategy Development
  • Microcopy creation
  • Tech-savvy
  • Creation of style guides and writing standards
  • Content revisions based on usability tests
  • Process improvement

Work Experiences

  • Authored long-form documentation for Asana.
  • Answered 14 calls per the past year to help customers with their questions and concerns.
  • Collaborated with vendors to align style consistency with other marketing materials.
  • Collaborated with metric customers to determine their needs and deliver system service.
  • Worked with vendors to ensure that the style of the marketing materials was consistent.
  • Collaborated with legal teams.
  • Crafted engaging microcopy for a new ServiceNow.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Had an excellent attendance record and was always on time for work.
  • Coordinated across cross-functional teams.

Summaries

  • Aligned user needs with business targets.
  • Excellent marketing and business skills.
  • Achieved a 63% improvement in onboarding flow efficiency.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Adept at turning complex technical information into clear, precise language for broader audiences. Previous work has been recognized in Top Performer, ensuring product documentation and educational materials are accessible and effective.
  • Achieved a 25% increase in new feature adoption rates.
  • Accomplished Content Designer with a passion for UX writing, delivering consistent, accessible, and culturally relevant content for global audiences. Proven success in driving a 30% boost in feature adoption rates through cross-functional collaboration with product teams.
  • Achieved over 21% user satisfaction improvement.
  • Achieved 46% greater customer engagement across digital touchpoints.
  • Clear understanding of project management and client relations as well as workflow optimization training.

Accomplishments

  • Restructured information architecture on framework, resulting in a several months decrease in user navigation errors.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 11 in the development of initiative.
  • Managed content for Jira launch, ensuring clarity and alignment across 14 communication channels.
  • Collaborated with customer support teams to restructure FAQ content, reducing support call volume by 52%.
  • Collaborated with a team of 4 UX/UI designers to refine web copy, improving user engagement by 84%.
  • Redesigned and tested content flows for mobile devices, resulting in a 43% monthly active user increase.
  • Streamlined documentation processes, reducing content creation turnaround time by 13%.
  • Transformed product descriptions by focusing on key user personas, increasing product sales by 17% within 6 months.
  • Collaborated with search engine optimization (SEO) teams to optimize web content, improving organic traffic by 57%.

Affiliations

  • Society of Women Engineers
  • International Society for Performance Improvement (ISPI)
  • American Society of Journalists and Authors (ASJA)
  • Association of Writers & Writing Programs (AWP)
  • Association of UX and UI Professionals
  • Interaction Design Foundation (IDF)
  • Academy of Digital Arts & Sciences
  • International Web Association (IWA)
  • International Association of Administrative Professionals
  • American Medical Informatics Association

Certifications

  • ServSafe
  • Figma for UX Design Certification, 2021
  • Certified Public Accountant
  • Certified Business Analysis Professional (CBAP)
  • CompTIA Network+
  • Certified Agile Leadership (CAL) - 2015
  • Certified Scrum Product Owner (CSPO)
  • Inclusive and Ethical Content Design Certification, Vantage
  • UX Certification by Nielsen Norman Group
  • HTML, CSS, and Javascript for Web Developers, Adobe Creative Suite

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