Directly contributed to the success of product launches and product adoption by the customer by delivering quality product marketing and end-user documentation.

Managed the MultiLine Help Center in knowledge base software

Wrote blogs using SEO techniques in Wordpress

Collaborated with product, marketing, and sales team on positioning and messaging

Created sales enablement materials in content management software

Assisted with planning marketing events

My work helped call center agents solve customer problems faster and with less friction, leading to higher CSAM scores and better customer experiences.

Collaborated with the Fiber Education Team to maintain the Customer Service Knowledge Base for Google Fiber

Scoped change impacts across documentation types.

Participated in a complete revamping of the organization of our reusable content.

Bootstrapped the new Sales knowledge base with materials from the CSR knowledge base.

Used SEO techniques to optimize retrieval of information for techs on the job.

My work directly improved both the consistency and accuracy of instructions and the quality of translations, resulting in reduced manual reprints because of errors and customer service calls.

Managed, edited, and created new installation manuals using InDesign and spare part sheets using Adobe Illustrator for the entire offering of plumbing fixtures and accessories at TOTO USA.

Interviewed Product Engineers and Tech Support, participated in installation demonstrations, and reviewed existing documentation to gather information to write new installation manuals and spare part sheets with minimal oversight.

Completed projects on schedule according to the Design Review (DR) and Modification Design Review (MDR) processes.

Collaborated with the Documentation Specialist and Development Engineering team to complete edits to manuals and spare part sheets according to Engineering Change Notices (ECNs).

Updated information for spare part sheets for China team in their Microsoft Access database.

Created a Development Engineering Style Guide to ensure that documents were consistent in style, terminology, and layout.

My efforts contributed towards the availability of more high quality hybrid learning opportunites for students at the university and less manual work by the Instrutional Design team to help instructors create their courses.

Worked on a team creating offline help documentation and material for workshops that taught SPSU faculty how to transition their online and face to face courses to the Desire2Learn LMS system.

Helped with the development of a new Teaching Academy for Distance Learning course that provided "online teaching concepts, pedagogy, tools training [including GeorgiaVIEW Desire2Learn (D2L), Wimba, Respondus, Turnitin, Ensemble, etc.] and individualized assistance with course development/revision".

I improved the efficiency of routine sales assistant activities, such as filing invoices.

I edited descriptions for the web site to make product capabilities more clear and compelling.

I edited poorly translated and formatted installation manuals to improve usability of the product and reduce help tickets.