Barbara G. Email & Phone Number

Florence, Sc, Us

Develops strategic objectives for successful customer-focused content creation and delivery. Coaches junior writers and interns in user-centric content that adheres to brand and style. Ongoing advocacy for user experience and content best practices throughout the organization. Routinely collaborates with UX and cross-functional stakeholders, ensuring writers have access to user research sessions and analysis, and facilitating design critiques and workshops. Writes and edits UX copy and provides feedback on product design and functionality. Responsible for leading all aspects of product content operations, including the purchase process and vendor relationship, maintenance and troubleshooting of development tools, engineering content components, content models, templates, search, personalization, architecture, and process improvement.- Successfully released a new self-service content portal, solving key customer experience issues and ensuring the site scales with subsequent product acquisitions.- Championed and implemented Videate, an AI powered video production platform ensuring media across products remains up-to-date with software releases.- Submitted an idea for innovation that is currently moving from prototype to production stage, easing the burdens of multiple customer groups using our more complex products. - Successfully championed and implemented structured authoring (DITA XML), enterprise content management tools and publishing channels to support significant changes in business objectives, new acquisitions, and personalization. Achieved significant efficiency gains and ongoing cost savings through a planned content reuse strategy.- Co-authored a new internal process to emphasize and coordinate user-centric copywriting during “sprint 0”.

Revitalized an underperforming information design department, shifting its focus towards effectively addressing user issues and meeting business requirements. Fostered strong connections with Support, Training, R&D, and Sales teams to identify and resolve obstacles faced during onboarding and post-sale experiences. Provided guidance to writers and encouraged the team to strive for excellence in delivering task-oriented, user-centric content while adhering to brand and style guidelines. Responsible for overseeing various managerial tasks, which encompass advocating for my team, recruitment, resolving conflicts, conducting operational evaluations, personnel evaluations, budgeting, and gaining approval for significant financial outlays.- Achieved notable improvements in retention rates, accountability, and overall engagement among writers and video producers. - Encouraged writers to effectively collaborate with subject matter experts and stakeholders to streamline content development processes.- Implemented a new content delivery platform and contextual help that moved product assistance online and empowered technical writers to manage content experiences, publish continuously, and improve search. - Introduced usage metrics to measure content effectiveness and drive decision-making. - Partnered with training and implementation teams to enhance the quality and effectiveness of learning content by broadening media types and aligning their content with brand and editorial standards.- Increased the company’s online visibility and reputation by offering content creators additional opportunities to produce/edit high-quality and relevant blog content that generated the most shares and reads in company history.- Revitalized and managed the TechComm internship program, improving the company’s reputation after a lengthy hiatus. This program continues to benefit our applicant pool.

Revised product documentation for newly acquired software products. Decreased content by two-thirds by removing redundancy and rewriting for clarity and plain language. Improved the customer’s experience with search results, and added visual aids to explain complex processes. - Collaborated with developers to create the first in-product tutorial, easing the onboarding process for HeadMaster software customers. - Contributed to the continuous improvement of the ACST Writing Styles and Standards Guide. - Edited copy and mentored junior content professionals.- Skilled using RoboHelp and structured FrameMaker.

Norcross, Ga

Subject matter expert and significant contributor to the research, development, and launch of ProClaim software, utilized by bankruptcy administrators and trustees to manage and liquidate estates within guidelines provided by the U.S. Department of Justice. (ProClaim Software was a subsidiary owned by First Capital Bank, Norcross, GA.)- Created product documentation and training materials while delivering on-site and conference training at various locations nationwide.- Managed complex data conversions and collaborated with customers to rectify data inaccuracies. -