Technical content creator who can understand your business, your customers, and your technology. Over 20 years of experience in technical communication, managed services, sales engineering, and customer success/support training & enablement. Able to simplify complex information into clear content with appropriate detail for the target audience. Known for thoroughness, precision, relationship-building, and collaboration. Strong advocate for clients and the teams who support them.
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Areas of Expertise
- Knowledge management
- Cross-team & cross-functional collaboration
- Technical communication and documentation
- Asynchronous training design & creation
- Business process analysis
Technical Knowledge
- Project Management:
- JIRA, Salesforce, ServiceNow Projects, Monday, Trello
- LMS:
- Thinkific, PlatCore, Rise 360
- CCMS/CMS:
- Heretto (DITA), ServiceNow
- CSM:
- ServiceNow, Salesforce
- Structured authoring/markup languages
- HTML/CSS, DITA, Markdown, some XML, some EDI
- Office applications: Expertise in Word, Excel, Powerpoint
- Creative applications:
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Professionally: Techsmith Camtasia; GIMP
Hobbyist: NCH Videopad & WavePad; Movavi video editor; Adobe Premier Pro, Audition, Photoshop, Illustrator, Capture; Blender; Krita; Twine; inklewriter
Google G-Suite/Workspace
ChannelAdvisor (a CommerceHub company)
Training & Development Specialist — June 2023 - Present
Key Achievements:
- Led cross-functional team of SMEs and T&D team members in design and production of internal tools training to reduce Support Case handling time and decrease escalations to meet new SLA metrics (results pending)
- Created procedure documentation template and guide for new combined team to increase efficiency and consistency of documentation
- Created Excel template for engagement reports to reduce time-to-completion by approximately 2 hours per report
- Supported on-boarding and training for team of 8 contracted Support agents
- Mentored co-workers on Camtasia and Excel skills to expand team capacity and decrease time-to-delivery of content and reporting
Technical Writer and Video Content Creator — Apr 2021 - June 2023
Key Achievements:
- Spearheaded addition of video content to support Knowledge Center articles, adding 30+ short-form videos as part of broader content strategy. (CTR average 22% without announcement or promotion; over 97% average completion rate after click-through.)
- Championed the addition of subtitles to videos for hearing-impaired and ESL users
- Collaborated with the Learning Center team on high priority development of video training for training certifications initiative
- Collaborated with the UX team to create a suite of video training optimized for in-platform guides targeting new sellers on a high-priority, highly challenging self-service channel
- Collaborated cross-departmentally to write and structure documentation and training materials for fast-onboarding initiative
Sales Engineer, North American Sales Team — Sep 2017 - Apr 2021
Key Achievements:
- Attached to ~$3.7M bookings overall, exceeding quarterly targets by an average of 3%
- Designed two prospect-facing pitch decks for use in selling Managed Services offering
- Created and developed Sales Engineering website to capture explicit, tacit, and embedded team knowledge
- Ensured sales representatives’ understanding of platform changes by developing on-demand documentation and workflows
Senior Channel Analyst, Managed Services/Client Success — May 2004 - Sep 2017
Key Achievements:
- Built a documentation website for process and account tasks to ensure uninterrupted and consistent service levels
- Documented error resolution processes resulting in the successful outsourcing of ~40 hours of work per week, opening up that time for our internal teams to focus on revenue-growth activities
- Created an error-reporting template that saved ~10 hours of work per week per analyst for a team of 15 analysts
- Worked cross-departmentally to transition a major client to a third-party platform while retaining their Managed Services business
- Uncovered and resolved an image URL issue which had prevented a client from listing approximately 20% of their inventory of over 180,000 products
Previous experience
Manuscript Evaluation, Ivy House Publishing — 2003-2004
Evaluated author-submitted manuscripts, provided critical feedback to authors and publishers, estimated market potential of manuscripts, and wrote promotional marketing summaries.
Web Production Specialist, Various — 1997-2003
Centura Bank (PNC), 1997-1999; Interpath, 1999-2000; Hesketh, Inc., 2000-2003
Developed web-based deliverables using HTML, CSS, and JavaScript. Responsible for image optimization, QA and testing, website maintenance, client services, proofreading and editing. Assist as need on design, and architecture, navigational structure, and applicability and implementation of new technologies.