UX & Technical Writing

Total Experience

5 - 9 Years

Brands

Pandora/SiriusXM

Career Ladders Project

Title Nine

Hotel Engine

Pandora (SiriusXM): Content Manager

Pandora needed new help site manager,
and someone to develop a brand voice and style guide for the User Support Department.

They also needed someone to manage their internal Knowledge Base, and develop new (or overhaul old) support materials anytime there was a new product development.

With my advanced degree in English and my experience at Career Ladders Project, they brought me on and trained me to be a UX / Tech Writer.

I led a team of writers and worked cross-functionally with engineers and product managers across the company.

Every week we produced dozens of content changes, updates, and additions to our content library, including tech support steps, agent responses, internal resources, and more.

Then I presented these changes to the entire department and trained our support team.

I produced the first comprehensive Content Style Guide for Pandora’s User Support department,

with helpful infographics like this one for on-the-job reference.

I helped them reduce their time-to-resolution by over 48 hours.

I accomplished this by analyzing traffic and support data to determine which problems were most common with our customers.

I surfaced those issues on our help site, and also scripted a conversational chat bot—to make self-service options that much more effective.

Our responses times dropped from over 72 hours to under 24.

I was key in launching AI and live chat support.

Along with assisting in the selection of a tool to integrate into our Salesforce CRM, this involved mobilizing my team of writers to design a support flow for every conceivable customer issue, including some that could not be adequately handled over chat.

We synthesized hundreds of help articles, canned responses, shortcuts and tech support steps into chat-friendly versions, and I led the training of our support staff on their use.

We subsequently treated chat support as an additional channel every time we produced support content for a new product development.

I personally scripted the AI chatbot that handled chat support off-hours, using data to determine the key issues most listeners faced.

I led the content migration for the new Pandora Community.

Similar to our live chat project, this involved conceiving a new a support flow for customer issues, and re-evaluating each piece of content in our library for it's use on this new channel.

And lent my experience with Information Architecture and UX writing.

Along with managing that content overhaul, I also assisted with the UX naming and microcopy for the Pandora Community.

Other Experience

Hotel Engine

At Hotel Engine, I would interpret Engineers notes on a weekly basis, translating them into high-level (yet accurate) notes for each app update.

I helped with frequent revisions to our website, developed entire web pages, re-organized our blog, and named key features like Express Book.

Career Ladders Project

At Career Ladders Project, I regularly wrote manuals or created presentations to train or onboard employees on new technical tools, e.g, Concur.

Title Nine

At Title Nine, I not only vetted new tools, I created training materials to train our staff on their use.

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