Snr. Customer Success Community & Knowledge Analyst

• Mar 2022 - Present

Community & Knowledge Specialist

• Jan 2022 - Mar 2022

Community and Knowledge Specialist

• Jul 2019 - Jan 2022

Associate Technical Writer - Customer Support Community & Knowledge Base

• Feb 2018 - Jul 2019

Information Developer

• Oct 2014 - Feb 2018

• Creating and editing learning and training material for a large, international software company that is: - Profiled and delivered in multiple formats to accommodate instructor-led training, virtual training, e-learning, and mobile learning. - Task-based and minimalist, following DITA standards. - Developed using a range of cutting-edge tools and technologies. - Based on input and sign-off from subject matter experts (SMEs) to ensure completeness and accuracy. - Comprised of multiple formats, including text, graphics, interactive simulations (demos and exercises), audio, and animation. - High quality and focused on clearly defined learning objectives and information needs of the audience. • Involved in process from courseware design and planning phases, which precede content production. • Writing process documentation for large pharmaceutical company that is: - Delivered in an online, interactive format - Searchable and reusable - Based on input and sign-off from subject matter experts (SMEs) or Process Owners (POs) to ensure completeness and accuracy • Member of the social media team - Researching blog posts and articles - Using Facebook, Twitter, and Linked In to share updates - Sharing internal and external blog posts and articles on social media - Sharing updates of company events – company days, charity involvement days, etc. - Planning release dates for internal blog posts - Evaluating the length of time it takes to create a blog - Evaluating the average length of blog posts by category - Creating a budget for the social media team Show less

Customer Service Advisor

• Jul 2014 - Sep 2014

- Upheld Data Protection Policies. - Dealt with customers. - Maintained polite professional manner, even with difficult customers. - Met targets set by management. - Worked quickly to maintain high level of customer satisfaction. - Solved customer queries. - Transferred calls to the correct department to ensure customer queries are dealt with correctly. - Upheld Data Protection Policies. - Dealt with customers. - Maintained polite professional manner, even with difficult customers. - Met targets set by management. - Worked quickly to maintain high level of customer satisfaction. - Solved customer queries. - Transferred calls to the correct department to ensure customer queries are dealt with correctly.

Team Member

• Sep 2011 - Jul 2014

- Worked quickly to maintain a high level of customer satisfaction. - Maintained polite professionalism, even with difficult customers. - Had experience of teamwork with other team members and managers. - Diverse experience as cashier, packer and presenting of orders. - Worked quickly to maintain a high level of customer satisfaction. - Maintained polite professionalism, even with difficult customers. - Had experience of teamwork with other team members and managers. - Diverse experience as cashier, packer and presenting of orders.

Postal Sorter

• Dec 2010 - Dec 2010

- Contributed a high level of team work. - Met deadlines. - Ensured post went out on time. - Sorted post locally, nationally and internationally. - Offloaded and Loaded trucks. - Completed Garda Vetting process. Returned: December 2011, 2012 & 2013 - Contributed a high level of team work. - Met deadlines. - Ensured post went out on time. - Sorted post locally, nationally and internationally. - Offloaded and Loaded trucks. - Completed Garda Vetting process. Returned: December 2011, 2012 & 2013

Cashier

• Dec 2009 - Dec 2009

- Primary work was as cashier in the Grocery Department. - Kept area around till clean and tidy. - Completed manual handling. - High level of customer service. - Cash handling experience. - Primary work was as cashier in the Grocery Department. - Kept area around till clean and tidy. - Completed manual handling. - High level of customer service. - Cash handling experience.

Cashier

• Aug 2008 - Nov 2008

- Served the customer at the register. - Packed messages into bags. - Kept own area clean and tidy. - Ensured the stands around my register were in order. - Occasionally faced-off the shelves or drinks fridges if quiet. - Served the customer at the register. - Packed messages into bags. - Kept own area clean and tidy. - Ensured the stands around my register were in order. - Occasionally faced-off the shelves or drinks fridges if quiet.