Experience

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  Delinea

  • Fort Collins, Colorado, United States

  • Director, Training & Knowledge

    • May 2024 - Present
    • Fort Collins, Colorado, United States

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  Little Gidding

  • Remote

  • Freelance Writer & Video Producer/Editor

    • 2008 - Present
    • Remote

    - Create technical and marketing content for a variety of clients - Video Editor & Producer: Creative & logistical plan, Schedule, Budget, Manage/hire cast & crew, Post-production- Writer: Website copy, Blogs, Press Releases, White Papers, Scripts for Marketing & Training videos, Product documentation- Clients: Polycom, Hyatt, The Home Depot, Logitech, Bigcommerce, Genesys, Atlas Copco, Descartes Labs, and multiple agencies

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  Motive

  • Fort Collins, Colorado, United States

  • Senior Manager, Knowledge & Enablement

    • Oct 2021 - Feb 2024
    • Fort Collins, Colorado, United States

    Ownership: Help Center, Knowledge-centered Services (KCS) program, Internal Enablement - Post-SalesTeam: 24 global employees (4 direct people managers, 20 ICs) -- 95% approval rating of my leadership based on my team’s CY23 feedbackHelp Center Self-service Transformation- Increased Help Center case deflection by 108% YoY by increasing Help Center customer traffic to articles by 20%. Estimated that cases would be 45% higher without the transformed Help Center, which would cost $500k/quarter in operating expenses.- 8% of the increase in customer article traffic due to launching KCS program to 400 existing Support Agents. Generated 1,200 new articles while decreasing Support headcount by 15%.- Increased Self-Service Ratio by 150% over 2 years, avg. 36% increase QoQ – Ratio showed relationship between customer article views increasing as Support cases decreased (20% YoY decrease), indicating strong increase in customer self-service via the Help Center. - Improved site health to 75% (from 65%), Top 10 ranking keywords by 140%, and Top 100 ranking pages by 470% within 6 months by implementing SEO Strategy. - New video program led to 25% playrate of videos on articles (benchmark 3-5%)- 50% increase in writer efficiency with migration to new platform (Zendesk) after successful business case to switch from VP-loved vendor- Owned scaling localization of Help Center content/videos (Spanish and French)Enablement Transformation:- Within one year, leadership gave me ownership of the Post-Sales Enablement function after my success with Help Center, doubling the size of my org. - 90% increase in key metrics (CSAT, QA, AHT, FCR) of new Support agents by overhauling existing Agent Onboarding program.- 75% increase in QA scores of tenured agents after launching agent certification program.- 8% improvement in QA scores of poor-performing agents after attending bootcamp.

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  F5

  • Greater Seattle Area

  • Knowledge Program Manager (KCS Practices v6 Certified)

    • Jan 2019 - Oct 2021
    • Greater Seattle Area

    Ownership: Help Center & KCS Programs for 3 acquired cybersecurity teams; Engineering documentationTeam: 2 IC program managers; dotted line to 150+ technical resources- Designed and implemented successful KCS programs for both customer-facing and internal content across multiple global teams (150+ technical participants). The KCS programs empowered participants to identify knowledge gaps and capture missing information from subject matter experts across key teams.- 300% YoY increase in customer traffic to Help Center by launching KCS program to 40+ security analysts, who created 700+ articles in the first year of program.- Led coaching program, including training and mentoring all KCS coaches.- Certified in KCS Practices v6 and Project Management

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  ESHELYOGA

  • Greater Seattle Area

  • Entrepreneur Fitness Instructor

    • Apr 2017 - Jun 2020
    • Greater Seattle Area

    - While working full-time in tech - I organized, promoted, and taught yoga & barre events around Seattle- Built relationships with breweries, stores, and other venues to host my events - Built up a mailing list of 400+ subscribers

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  New Alchemy

  • Greater Seattle Area

  • Documentation Manager

    • Nov 2017 - Oct 2018
    • Greater Seattle Area

    Ownership: Internal company process documentation; Client-facing content creation (i.e. white papers, investor pitch decks)Team: 2 IC writers- Established policies and procedures for writing team.- Wrote and reviewed content created for clients, such as white papers and investor pitch decks.- Documented internal processes and policies for entire company by partnering with SMEs on key teams.- Collaborated closely with Research and Legal teams to stay informed on evolving regulation of ICOs and blockchain-based securities.

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  BlackLocus (Home Depot Innovation Lab)

  • United States
  • Software Development
  • 1 - 100 Employee

  • Documentation and Video Program Manager

    • Jan 2016 - Nov 2017

    - Owned creation/maintenance of user guide for internal Home Depot pricing tool, as well as internal process documentation for the BlackLocus Support team- Created training and promotional videos for internal tools- Daily collaboration with product managers, engineers, UX designers, and support team

  • Assistant Recruiting & Operations Manager

    • Nov 2015 - Jun 2016

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  CareerFoundry

  • Austin, Texas, United States

  • UX Design Student

    • Jul 2015 - Jan 2016
    • Austin, Texas, United States

    Intense 7 month part-time mentored program.- Business/Market Research: Competitive Analysis, SMART goals, - User Research: card sorting, user surveys, user interviews, task analysis- Personas- Wireframing & Prototyping: UXPin, Invision, good old Pen/Paper- Usability Testing- HTML/CSS, some Javascript

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  Genesys

  • San Francisco / Austin

  • Training Video Program Manager

    • Sep 2013 - Mar 2014
    • San Francisco / Austin

    Brought in as consultant to lead the effort to establish a training video program at Genesys. I set up a studio in their San Francisco office, established processes with a global video team, and then produced/filmed/edited their first four courses.

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  LifeSize Communications

  • United States
  • Telecommunications
  • 700 & Above Employee

  • Training Video Program Manager

    • Apr 2011 - Aug 2013

    - Designed curriculum and created training videos for customers, tech admins, sales, and support- Wrote scripts based on technical docs, discussions with internal experts, and hands-on learning- Owned complete filming process: scheduling, production, editing, review, publishing- Owned localization of videos into multiple languages

  • Marketing Video & Social Media Program Manager

    • Jul 2009 - Apr 2011

    - Built in-house video studio- Owned development and creation of all marketing video content, from customer testimonials to executive announcements- Learned HTML/CSS to manage website’s video gallery- Represented company at major trade shows and owned posting on social media