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Multiple projects and roles.

Knowledge & UX Writer
– Worked with AA, to transform their knowledge base content to better enable CSRs while on calls with customers.
– Worked with SMEs to understand the pain points of the current CSR knowledge base and areas for improvement.
– Designed a new content framework for Business Entitlements, to present information simply, and enable staff to find accurate answers promptly while on calls with customers.
– Designed and facilitated workshops to mentor staff on how to write for the web, with knowledge base principles, content writing principles & guidelines, checklists, approval workflow, SharePoint training & content templates and a content planner.
– Focused on creating effortless experiences and accurate support for customer enquiries.

Mentor
– SharePoint IA mentoring, SharePoint site creation and design, and redesigning homepages and landing pages to better surface important content as we improved the knowledge base content.

Training
– Training for Cornerstone (software CSRs use to receive customer calls).
– Worked with SMEs to understand the changes and present training in a simplified way.
– Created videos, quick cards, and knowledge base articles.