Greater Seattle Area
Experienced team leader, content creator, writer, and website manager with a strong customer focus. Excellent problem solving skills and adept at meeting strategic objectives. Customer-centered, data-driven approach. Experience managing localized web sites. Specialties: content management and strategy (including migration planning), technical writing, data-driven help and training content, SEO best practices, collaborative cross-team project management, large-scale website program management, and information architecture
Task and project management optimization using Smartsheet Professional organizer Website optimization
Time off to decompress, spend time with friends and family, assist friends with sorting and organizing projects, pursue personal goals, landscape the yard, and more.
Responsible for vision and implementation of web-based self-service customer support. Scope of influence included staffing and content for: Smartsheet Support Community, Product Help, Internal Knowledge Base, Chatbot, and customer-facing eLearning. In my tenure, I grew the team from one individual contributor/direct report to a team of 4 managers who each had 1-3 direct reports plus various contingent staff and cross-team contributors. Key accomplishments: • Launched first Support chatbot experience • Primary driver for significant re-platform effort that required (and received) executive approval • Migrated Community to purpose-built platform, reducing cost/time to manage site experience • Partnered with Marketing team to increase Community membership (20% gain YoY) • Rolled out internal Knowledge Base (Salesforce Knowledge), improving access and measurability • Onboarded search solution (Coveo) that created cohesive experience and provided data • Hired and supported eLearning managers who drastically improved mode as standalone, scalable offering
Managed portfolio of self-service resources including help articles, video, webinars, and Smartsheet Online Community. Worked cross-team to ensure self-service assets aligned with overall corporate branding, messaging, and digital strategy. Partnered with Digital Marketing team to expand reach and participation in the Online Community. Key accomplishments: • Developed Help content model • Created “Who can use this” module to simplify content and make updates easier
Managed entire portfolio of help and support content.
Managed content and optimized site to meet customer demand for web-based self-service support for Microsoft Office. Responsible for feature roadmaps and specification documents for website and in-product experiences. Key accomplishments: • Developed and implemented a traffic transition plan for site domain change • Piloted “support bridge” feature, which gave customers direct access to chat & callback options
Managed the U.S. Office Support website, which averaged 38M monthly page views of an inventory of over 40K assets. Responsible for tactical management and merchandizing of content aimed at encouraging customers to adopt and use new versions of Office products and features. Used Web analytics, telemetry, and testing to optimize site for maximum customer impact. Key accomplishments: • Adapted site to prioritize search as the primary method of content discovery • Delivered "Getting Started" pages for product releases to address top customer intents (effort recognized in NYT)
Managed vendor projects to create interactive tools to encourage adoption and use of Microsoft Office products. Developed and managed portfolios of data-driven training content for various Microsoft Office products including Outlook, Word, and SharePoint. Key accomplishments: • Online training courses consistently achieved 80% or higher customer satisfaction ratings • Delivered 5 interactive "ribbon mapping" guides for Office 2007 and 10 guides for Office 2010 • Provided on-site demos of interactive guides to Enterprise customers (received award from Sales team for contributions to license renewals) • Asked to represented work at 2010 WritersUA Conference for Software User Assistance
Assisted with media placement, collateral creation (brochures), and public information sessions. Clients included: Washington State Department of Transportation and Seattle Public Schools.