Downhill mountain bike instructor for Trestle Bike Park School• Voted best new coach and best female instructor• Completed Level 2 certification to teach advanced skills (Drops and Jumps)

Managing a fitness app used for device management, activity review, and sports performance analytics for customers of Stages’ consumer products.• Launched multiple new product features within Stages’ consumer app, overseeing the project from design, consumer testing, and release. • Design product collateral, copy, and email marketing content to announce new app features. • Increased customer retention, resulting in a 40% increase of active users per month over a 12-month period and a 54% increase in unique users uploading at least one activity per month. • Track user events and engagement in Google Analytics to cater app development to optimize areas where customers spend the most time in the app. • Collaborate with stakeholders to determine high priority bugs and areas for improvement. • Design new and use existing design elements and components to plan new features and revise existing features in Figma.

Leading a small team of document specialists (3 direct reports), focusing on technical documents, software release notes, service guides, customer support articles, and complete user guides.• Developed style guides to create uniform tone, terminology, and formatting for all customer facing content. • Trained sales reps and distributors on product line, compatibility, and competitor landscape to equip partners with the best information to sell our products. • Assisted with writing and editing marketing copy, blog posts, and web content. • Managed documentation for multiple products from conception to release and met product development deadlines to ensure products passed certification and were ready for public release. • Designed support structure and frameworks for support article types to fill consumer needs for product information and troubleshooting topics.• Developed a training schedule and materials for onboarding new customer service agents, resulting in improved product knowledge and decreased overall training time.

Technical writer for customer support articles, internal documentation, and user guides. ● Authored support articles and best practices guides for consumer-facing products using the Freshdesk customer support platform. ● Created a robust internal documentation repository for customer service agents to quickly view product compatibility matrixes, service parts lists, and other relevant information. ● Created online user manual for new cycling GPS device, allowing for searchable content, updates that coincide with software changes, and increased language support. ● Expanded all user manuals from 5 languages to a minimum of 9 languages to accommodate the company’s growth into global markets. ● Optimized ticket handling, automated scenarios, and other efficiency improvements within the Freshdesk platform. ● Managed service portal customization, scenario automation, and ticket fields in conjunction with the customer service manager to increase ticketing efficiency.

Technical support specialist for a fast-growing company producing cycling power meters.

Sold complete bicycles, parts, and accessories. Completed regular educational modules to stay up to date on technology, features, and service procedures for a range of brands and cycling products sold within the store.