Ashley Caldwell Email & Phone Number

Mountain View, CA, US

Mountain View, CA, US

Mountain View, CA, US

Mountain View, CA, US

Mountain View, CA, US

Suwon-Si, Gyeonggi-Do, KR

• Managed knowledge and training budget of 1+ million dollars annually, producing traditional knowledge, training, videos, simulators, and user manuals for end-user, B2B, contact center, and corporate audiences.
• Created and managed a team of outsourced vendors and in-house technical writers producing knowledge and training for retail, contact center, B2B, and developer audiences.
• Using knowledge best practices and strategy, optimized all Samsung application support content, reducing creation and maintenance costs by 50%.
• Assumed responsibility of underperforming Mobile Device content team and adjusted strategy to improve average customer satisfaction scores by 5% in three months, successfully meeting year-end KPIs.
• Partnered with teams in Korea, India, and the Philippines to revamp sub-par SDK and API support content, optimizing it for web distribution, improving localization, and increasing code samples by 25%.
• Worked with corporate stakeholders to implement MindTouch CMS to provide end-user, developer, and contact center online support, improving development efficiency by 20%.

San Jose, California, US

• Managed both on and off-site teams creating training and knowledge for retail, call center, client, and corporate audiences.
• Won the “Ten Best Web Support Sites” Award from the Association of Support Professions in 2011 and 2012.
• Successfully leveraged processes built for retail to launch new team in charge of client-facing Operations documentation.
• Supervised creation of all Cable Operator onboarding materials to ensure successful support of hardware and software products, resulting in 90% cost savings over previous onboarding campaigns of equivalent scope.
• Created Learning & Development task management and content management system using Salesforce.com.

San Jose, California, US

• Managed training development/delivery budget, projects, and Learning Management System (Moodle).
• Managed curriculum development, knowledge base writers, and training teams located at outsourced contact centers.
• Supervised rewrite of all New Hire curriculum, resulting in 25% improvement in agent speed to competency.

San Jose, California, US

• Authored and edited thousands of Knowledge Base articles in collaboration with engineers, product managers and other subject matter experts.
• Participated in the planning and implementation of a restructured online Knowledge Base, including revised content and improved search and navigation.
• Designed and delivered corporate training presentations via eLearning and in-person to call center and employee audiences.
• Supported marketing group promotions with online documentation and training.
• Maintained all Knowledge Team policy and procedure documentation.

Santa Cruz, CA, US

• Managed the writing team, comprised of both on and off-site employees.
• Acted as project manager on several complex software and program development projects, while completing tasks under budget and ahead of schedule.
• Collaborated with Chief Technology Officer in the design and deployment of LMS platform upgrades and provided documentation and training of new features to partners.
• Developed professional course content for colleges nationwide, which was reviewed and approved by state licensing boards, and the U.S. Department of Education.
• Worked continuously with clients to ensure satisfaction with software and educational content while providing partner support and technical troubleshooting as needed.
• Maintained extensive educational program records and validated data used in federal and state licensing applications.