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Skills

  • Customer Training Workshops
  • Localization and Internationalization
  • Training program development
  • Technical writing
  • Content management systems (CMS)
  • Task Automation for Documentation
  • Multimedia Content Creation
  • Software Documentation
  • Editing and proofreading
  • Client/Stakeholder Communication

Work Experiences

  • Cut time to publication by 43%.
  • Accommodated agile project methodologies.
  • Achieved 13% participant completion.
  • Created process documentation for operations.
  • Achieved a 79% satisfaction rate among users.
  • Analyzed customer support data to identify key problem areas, addressing them through targeted documentation that reduced high-priority issues by 26%.
  • Aligned content with product launches.
  • Collaborated with project managers to structure post-launch training webinars for external clients, resulting in consistently high attendance and 70% customer success rate.
  • Authored over 7 instructional guides.
  • Achieved results with minimal additional resources.

Summaries

  • Achieved 60% increases in user comprehension.
  • Adept at identifying documentation inefficiencies.
  • Addressed top support inquiries directly.
  • Created training systems.
  • Adept at partnering with product teams.
  • Collaborative and detail-oriented professional.
  • Boosted customer retention through targeted training materials.
  • Delivered innovative learning solutions.
  • Detail-oriented professional adept at creating and maintaining knowledge bases that decrease inbound support requests by 32% while improving user satisfaction and engagement with product training.
  • Aligned documentation with agile methodologies.

Accomplishments

  • Standardized training materials in alignment with ISO standards, ensuring global consistency and reducing non-conformities by 16%.
  • Introduced version control measures to documentation, reducing errors in guides by 31% and improving team efficiency.
  • Created multimedia training tutorials, resulting in a 62% improvement in engagement and exam pass rates for certification programs.
  • Led efforts to translate technical manuals into 5 languages, increasing product adoption rates in new regions by 50%.
  • Facilitated in-depth, interactive customer workshops, improving product adoption rates by 15% and reducing churn.
  • Conducted A/B testing on different training modules, resulting in a 83% increase in learner satisfaction and interaction rates.
  • Created video tutorials, reducing common support questions by 12% and providing a self-service resource for end-users.
  • Restructured the company's knowledge base, drastically improving document search functionality leading to a 81% increase in content accessibility.
  • Led the development of a complete documentation suite for a SaaS platform, improving onboarding speed by 38% across 6 months.
  • Spearheaded the transition to cloud-based documentation, improving accessibility across teams and increasing document retrieval speeds by 39%.

Affiliations

  • Affiliate Member, User Experience Professionals Association (UXPA)
  • Member, American Society for Training & Development (ASTD)
  • Contributor, International Association of Professional Technical Trainers (IAPTT)
  • Member, International Writing Centers Association (IWCA)
  • Program Manager, Technical Documentation and Training at method
  • Volunteer Coordinator, Documentation Initiative at category
  • Panelist, Technical Writers’ Summit at framework (2023)
  • Active Member, Online Learning Consortium (OLC)
  • Content Developer and Training Lead, Tech Writers Association: Portland Chapter
  • Trainer and Documentation Alliance Member, IEEE Learning and Education Society

Certifications

  • Amazon Web Services (AWS) Certified Solutions Architect
  • SCORM 1.2 and SCORM 2004 Certification
  • GDPR and Privacy Management Professional Certification
  • Certified Technical Trainer (CTT+)
  • Google Cloud Professional Data Engineer Certification
  • ISTC Technical Authoring Certification
  • Agile Certified Practitioner (PMI-ACP)
  • Certified Information Systems Auditor (CISA)
  • Certified Customer Success Manager (CCSM) – method
  • Certified Documentation Engineering Specialist (CDES)

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