Diane Gilleland

Technical Writer: User Operations at SendOwl
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Contact Information
us****@****om
(386) 825-5501
Location
Eugene, Oregon, United States, US

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Credentials

  • Design and Make Infographics (Project-Centered Course)
    Coursera
    Feb, 2020
    - Nov, 2024

Experience

  • SendOwl
    • United Kingdom
    • Technology, Information and Internet
    • 1 - 100 Employee
    • Technical Writer: User Operations
      • Feb 2023 - Present

      I create help center articles, videos, and webinars to help new users (and experienced ones) see all they can do with SendOwl. Taking over an existing help center, I added a layer of content aimed at the specific jobs a new user needs to do. Beginners can now search for the outcome they want, like releasing an online course, and find friendly content outlining this journey. Looking at analytics and support tickets, I saw that users tended to be confused about SendOwl's flexible selling tools. I created a set of short explainer videos demonstrating transactions from both the seller and buyer sides. Show less

  • Qwilr
    • Australia
    • Software Development
    • 1 - 100 Employee
    • Customer Support & Education Lead
      • May 2019 - Dec 2022

      I worked with international SMB customers, creating empowerment through email and live chat support, documentation, and learning content. I troubleshot software issues and worked with our product team to surface customer needs and feedback. I maintained internal docs for support agents to use in troubleshooting and policy recall, and customer-facing docs to explain the app and its integrations. I also hosted onboarding and training calls to help new customers solve problems and gain traction in the app quickly. I created and delivered live webinars on product features and use cases. Show less

  • Palo Alto Software
    • United States
    • Software Development
    • 1 - 100 Employee
    • Customer Success Content Specialist
      • Mar 2017 - Mar 2019

      I built learning experiences to help our customers write better business plans, build financial forecasts, and use their data to make smart business decisions. I made online courses and instructional videos, maintained two product help centers, conducted live webinars, and wrote content for our company blogs.

    • Customer Advocate
      • Jul 2016 - Mar 2017

      I helped an international customer base with using business plan-writing software and understanding the accounting concepts involved in forecasting. Delivered teaching and troubleshooting with clarity and courtesy by phone, email, and live chat. Maintained an average customer satisfaction rate of 97%.

  • KEEN
    • United States
    • Apparel & Fashion
    • 400 - 500 Employee
    • Dealer Service Representitive
      • Nov 2014 - Jun 2016

      I supported KEEN authorized retailers via phone and email, including order and returns processing, inventory checks, resolving shipment errors, and tracking shipments. I also supported a team of five outside sales representatives in troubleshooting shipment/delivery issues, verifying inventory availability, and day-to-day customer communications. I supported KEEN authorized retailers via phone and email, including order and returns processing, inventory checks, resolving shipment errors, and tracking shipments. I also supported a team of five outside sales representatives in troubleshooting shipment/delivery issues, verifying inventory availability, and day-to-day customer communications.

  • Craftypod Media
    • Portland, Oregon Area
    • Freelance Content Producer, Author, Podcaster, Blogger
      • Jun 2006 - Nov 2014

      I wrote and photographed instructional content for print magazines, book publishers, and content portal websites. I taught online courses for creatives in effective blogging, social media engagement, and producing online classes. I also taught live courses for local retailers and industry trade shows. I produced and published the Craftypod blog and podcast, which had a peak audience of 100,000 page views per month and over 10,000 listeners. A "greatest hits" version of the site can be found at craftypod.com. Show less

Education

  • Northern Arizona University
    Bachelor of Fine Arts - BFA, Design and Visual Communications, General

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