Experience Overview

Owner and decision maker for all documentation related topics including content strategy, automation and development, video content, release communications, and internal content management systems.
Engineered solutions to correct broken processes related to product documentation and release notes through automation, improving processing time by 50%.
Built a team of five writers to migrate customer documentation to a new HAT tool (Madcap Flare) to improve end user experience.
Introduced process changes to increase the scalability of the documentation and created a standard, netting a 75% reduction in builds and deployment time.

Produced high-quality and easy-to-understand communications including emails, texts, letters, and account statements for thousands of participants.
Designed and implemented process changes in order to lower operations, printing, and mailing costs.
Collaborated with Customer Service Representatives (CSRs), Client Services, Compliance, and additional Subject Matter Experts (SMEs) as well as gathered user testing and usability feedback to create and improve upon forms and materials.
Worked closely with an internal team to migrate all existing line of business documents as well as create new documents to send to a new enterprise-grade print vendor.
Implemented an internal document routing, archiving, and management process.

Worked with the CEO, project managers, and sales team to generate proposals, Statements of Work (SOW), press releases, and Service Level Agreements (SLA) for mobile application development.
Developed client-specific developer documentation including deployment guides, Application Programming Interface (API) guides, and technical architecture manuals.
Designed, created, and edited User Experience / User Interface (UX/UI) art assets, Proof of Concept (POC) demonstrations, and workflows using Adobe Creative Suite for import into iOS and Android mobile applications.
Worked closely with the Chief Marketing Officer to create social media updates, presentation pamphlets, website materials, thought leadership blogs, and marketing emails.

Developed and documented user guides and project workflows for Customer Care Agents (CCAs) and Installer Technicians based on interviews and consultations with Subject Matter Experts (SMEs) across multiple departments in six divisions of a cable services provider with over 2.4 million customers nationwide.
Wrote five and edited up to 35 page-long articles per week across six regional divisions of Compass, a company-wide internal knowledge base, detailing operational functions, billing codes, and troubleshooting procedures for residential and business intranet, phone, video, and security products.
Researched technical and financial issues, including modem troubleshooting, billing codes, marketing data, and price points based on daily requests from Customer Care Agents, Installer Techs, Marketing, and Management.

Wrote monthly page-long technical manuals detailing step-by-step instructions for operating eoStar and eoMobile Route Accounting software and associated custom plugins.
Created and maintained a company knowledge management wiki holding over two thousand documents, manuals, and tutorials through weekly updates based on developer high-level release notes and functionality requests.
Implemented and maintained email marketing campaigns, newsletters, and sales materials detailing company announcements, events, and releases.