• I’ve worked on 3 external help centers for 7 years, developing, testing and publishing content.

• I’ve analyzed and made data-driven decisions based on available signals to optimize the content for users.

• I’ve also written user support messaging for internal knowledge bases to enable operations teams to easily find the most relevant information to help customers resolve issues.

• As part of product go-to-market strategies, I have a ton of direct experience collaborating with cross-functional teams to assess content needs and deliver valuable content at launch for users globally.

• I wrote user-focused copy in product and across help centers, learning websites, marketing websites, and more.

• I reviewed product and feature mocks and wireframes, giving user-minded insight to improve customer experiences with simplified words and cohesive designs.

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• I’ve contributed to content creatively and editorially on countless projects, performing detailed developmental edits, to copyediting and line-editing for grammar and cohesion, to final proofreading.

• I’ve also led editorial teams to develop and enhance content according to company style guides and established standards.

• Additionally, I’ve defined and documented standards where they previously didn’t exist, as well as trained content teams on editorial best practices.

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• I’ve organized hundreds of public and internal web pages and brought clear structure to a large volume of inventory using simple navigation menus, starting from broad topics and narrowing to get more specific with each category.

• I’ve also worked with UX researchers to test different structures, gather user feedback and iterate to optimize for a high quality user experience.

• Additionally, I’ve created smaller libraries of help content and trained internal teams to easily maintain them for different needs.

• I’ve used both internal content management systems and WYSIWYG editors like Wordpress to author, edit and publish a wide range of content for multiple purposes.

• I’m proficient in XML and HTML, using both daily in my 10+ years as a writer in tech, frequently training new hires on team-specific uses.