Ashley C. Email & Phone Number

Content management- Manage a help center with over three million page views each year- Implement a scaled strategy for Support Content- Develop and implement an SEO strategy for help content- Manage a knowledge base of over 250 English articles for all Lucid products- Establish quality metrics and content review processes to maintain accuracy and consistency- Prioritize projects to maximize business impact- Implement and iterate on Lucid's help center style, voice, and tone- Communicate and collaborate with other teams at Lucid, including Marketing, Implementation, Engineering, Legal, and ProductPeople management- Strategize content creation and project delegation- Define and monitor team performance standards- Help direct reports manage change- Guide career development- Foster a culture of inclusion and empowerment on my team

As a writer at Thumbtack, my general day was made up of writing for three audiences — professional business owners, the customers looking to hire them, and the customer support agents helping both. This required knowing the quickly evolving product inside and out to keep content up to date on often tight deadlines. With our revolving knowledge and effective processes, my team and I were able to maintain 98% accuracy on over 1200 pieces of internal content.I worked with many XFN teams including Product, Marketing, and Legal to curate helpful and accurate content for help center articles, blog posts in the community, scripts for product videos, and email templates and internal knowledge for Customer Support.A project I’m particularly proud of was helping create a process for users to automatically reactivate their accounts when they wanted to return to the platform. Prior to this process, people had to call in to support to reactivate, which was time consuming and expensive. I was responsible for writing the copy in the form users filled out to request account reactivation. In the 10 months following launch, this project was responsible for $1.2M in revenue.

- Manually test Thumbtack’s current business model by assisting pros in managing their businesses on the site- Assist pros with acquiring and responding to customer reviews, booking appointments, and maintaining an engaging online presence

Greater Salt Lake City Area

- Provide high-quality general and escalated customer support via phone and email- Navigate customers to a solution using deep knowledge of the product and company policy

Sociology, Sociology

Sociology

Activities and Societies: Phi Theta Kappa Honor Society