Senior Technical Writer

• May 2023 - Present

Knowledge Manager

• Jun 2021 - May 2023

- Owning the Knowledge Management strategy to ensure that documentation is up-to-date and organized in a centralized infrastructure. - Establish centralized knowledge rights management standards and train the organization on expectations. - Design and implement the strategy for unstructured information to meet business goals and increase search performances using tools such as templates and tags. - Manage the roll out of the knowledge taxonomy and structure including how content owners comply with the taxonomy, how platform owners maintain the taxonomy, and building a baseline of tagged content. - Develop and oversee the process to convert external and internal content such as SOPs to KM articles, ensuring all content is properly structured and housed in the right repositories for ease of long term management and searchibility performances. - Help to recruit highly talented Knowledge Editors to join the KM team, and onboard cross-functionally. - Collaborate closely with internal teams to develop a robust understanding of content performance and feedback mechanism across teams and drive recommendations and actions of what to do as a result. - Responsible for the planning, development and management of end-to-end knowledge management processes, such as content publication workflows, communication workflows, approach of identifying and resolving knowledge gaps, etc. - Facilitating product adoption by training internal teams on using the knowledge management platform and building company wide culture/habits around this goal. - Creating a company culture where people think of themselves as documentarians. Show less

Senior Knowledge Management Specialist

• Jun 2019 - May 2021

- Leading and executing improvement and efficiency projects and pilots following the lean six sigma methodology.- Working knowledge of Content Management Systems and content management life-cycle.- Conduct gap analysis, deliver insights, recommend workflows, actively manage cross-functional initiatives and set clear goals for content.- Maintain, write and review single-source-of-truth content (such as workflows and guideline documentation) for the internal knowledge platforms.- Elaborate workflows to include structured process steps; including systems and tools instructions.- Create FAQs, macros, ensure work instructions meet content standards.- Facilitate content translation into supported languages (if needed).- Distill complex concepts into clear, easy to understand communications and develop communication strategies.- Work closely with counterparts on Airbnb’s Operations, Engineering, Product, Policy, Partners, Training, Quality, Business Process and Change Management teams to develop and execute an efficient, data-informed content strategy that keeps content as up-to-date and accurate as possible with our quickly evolving product.- Experience managing and ramping up a team of three interim Associates in delivering a high volume of Change Requests: performance management, coaching, resource management, and employee development.- Coaching and mentoring capabilities- Drafting and sending communications to ∼20k employees for visibility into daily changes, and general workflow updates. Show less

CS Team Coordinator

• Apr 2019 - Jun 2019

- Provided regional support to the customer experience teams via consultation, supervisor calls, loss approval, team support and other.- Provided input and collaboration to the areas of continuous improvement, business process improvement and customer feedback, bugs investigation, tools and systems testing and enhancement.

Customer Experience Specialist

• Oct 2017 - Apr 2019

Interim Knowledge Management Associate - Feedback & Continuous Improvement Support

• Oct 2018 - Jan 2019

Assistant Editor

• Jul 2017 - Jun 2019

PhD in Translation Studies

• Nov 2014 - Mar 2018

Research project on the stylistic quality of Giorgio Manganelli’s translations.

Teaching Assistant for the exam History and Techniques of Translation | Dr Francesco Laurenti (IULM)

• 2015 - Oct 2017

Teaching Assistant for the exam "Conference Interpreting and Translation: Theory and Techniques"

• 2014 - Oct 2017

Delivered high quality teaching to undergraduate students which was informed by significant professional expertise gained via practice, research/study and extensive teaching experience. Included designing units of study and their assessment regimes, identifying learning objectives and teaching methods, developing materials and resources, including materials for use online, communicating subject matter clearly and encouraging debate. Provided appropriate responses to student interventions during teaching, responding to questions within and outside class times and react pro-actively and positively to changes in course content or delivery. Show less

Assistant Editor

• 2015 - 2017

• Proofreading electronic versions of articles, both before and after typesetting • Ensuring consistent application of MHRA style guidelines • Proofreading electronic versions of articles, both before and after typesetting • Ensuring consistent application of MHRA style guidelines

Administrative Assistant and Italian Teaching Assitant (Internship)

• Jan 2012 - May 2012