National Capital Region, Philippines
I’m a technical writer and communications professional with 8+ years of experience across SaaS, enterprise technology, and nonprofit organizations. Most of my work revolves around one thing: making complex information easier to understand. Whether it’s technical documentation, knowledge base content, release communications, newsletters, or stakeholder updates, I enjoy turning complicated processes and ideas into clear, user-focused communication. Currently, I work at Apollo.io, where I create and maintain customer-facing support content for a SaaS platform. Before that, I spent several years at Oracle NetSuite developing enterprise documentation, release notes, UI text, and feature communications in Agile product environments. I also have a background in nonprofit and development communications through my work with International Care Ministries, where I contributed to newsletters, sponsorship reports, fundraising content, and cross-regional communication initiatives. I’m especially interested in knowledge management, customer education, content strategy, and the evolving role of AI in content operations and documentation workflows.
I create customer-facing support and knowledge base content for a SaaS sales engagement platform, helping users better understand workflows, troubleshoot issues, and adopt product features more effectively. • Create and maintain knowledge base articles, FAQs, troubleshooting guides, and instructional content. • Collaborate with support, product, and cross-functional teams to improve content clarity and customer self-service experiences. • Translate complex workflows into user-friendly documentation for technical and non-technical audiences. • Contribute to knowledge management initiatives that improve content consistency and information accessibility. • Use AI-assisted workflows and editorial review processes to streamline documentation and maintain quality standards.
I developed enterprise documentation and customer-facing product communication for cloud-based business software used by global customers across different industries. • Developed release notes, troubleshooting content, UI text, upgrade notices, and help documentation for enterprise SaaS products. • Worked closely with product managers, engineers, QA analysts, and UX teams in Agile environments. • Supported customer understanding and feature adoption through structured, user-focused content. • Authored customer-facing notices and support materials using structured authoring and content management workflows. • Helped maintain documentation consistency and content quality across multiple product teams.
I supported organizational communication and reporting initiatives for a nonprofit development organization, creating content for donors, stakeholders, and internal teams. • Produced sponsorship reports, newsletters, fundraising narratives, and stakeholder communication materials. • Created content for internal and external audiences across multiple communication channels. • Coordinated with communications staff across regional bases to support storytelling and reporting initiatives. • Helped communicate organizational impact through audience-focused storytelling and written communication.
I handled high volumes of inbound chat support for a US telecommunications client, consistently earning 92.8% positive customer feedback. I also delivered accurate solutions and alternatives that boosted customer satisfaction and retention.
I assisted wireline customers by troubleshooting landline devices and telephone connection issues, ensuring clear communication and accurate resolution. I also coordinated and scheduled technician dispatches for more complex concerns, facilitating timely service restoration and enhancing overall customer satisfaction.