Christine Larkin Email & Phone Number

United States

Boston, Massachusetts, United States

SaaS Product Documentation Strategy:- Develop and manage comprehensive documentation plans that are strategically aligned with product roadmaps and feature releases, leveraging data analysis to measure impact and inform adjustments.- Define and refine documentation standards, templates, and best practices to maintain consistency across channels, utilizing.

• Led and executed all aspects of customer-facing documentation and online help for rising software company. Instigator, champion, and owner of corporate strategy to advance and enhance the customer journey by.
• Initiated, designed, and implemented business strategy to innovate product documentation as a driver for customer success, loyalty, and growth. Modernized and energized both the vehicle and the approach of.
• Improved the customer experience by restructuring and streamlining Help content; reduced the number of legacy Help topics by 26% (from 1,258 to 929) through consolidation while rewriting and reformatting the content.
• Designed and employed new cross-functional business processes and procedures that reduced story documentation effort by 60%.

• Built end-user product training programs to facilitate successful customer implementations. Created internal process and system documentation to improve customer implementation and support experiences. Produced.
• Designed and developed suite of effective and well-received customer training programs including Planning & Optimization and Core Competency courses, train-the-trainer classes, fully customized curricula for select.
• Worked across Development and Services teams to craft internal process and system documentation that codified, standardized, and simplified the customer onboarding process.
• Delivered a spectrum of documentation to arm users with the knowledge to realize and maximize the product’s value.

Massachusetts

• Successfully demonstrated business and technical acumen to a diverse range of new and returning clients by providing a variety of mission-critical business analysis and reporting, process improvement, technical.
• Built suite of user-friendly analytical tools for invoice and payment reconciliation that meshed financial data from three separate sources into unified interface for industry-leading global maritime company.
• Designed and developed all instructor-led and self-paced training and authored all reference documentation and business process mappings for sole logistics provider to the Department of Defense Freight Transportation.
• Conceived and constructed comprehensive training curriculum for implementation of TMW Transportation Management Software & Mobile Applications for major logistics company.
• Analyzed financial and operational data to create innovative customer service training program for multinational telecommunications company that yielded 30% increase in customer satisfaction.

Annandale VA

Oversaw startup of consulting firm specializing in technical writing, instructional design, and business process improvement. Directed all aspects of business management and development. Client base included First Service Networks, BT Conferencing, American University Kogod School of Business, United States Department of Agriculture, Federal Bureau of.

Tysons Corner VA

Designed, developed, and implemented company-wide project management training program for cutting edge e-commerce company. Courses included Project Planning Tools, The Software Implementation Lifecycle, The E-Commerce Industry, Vendor Management, and Risk Management.

Charlotte NC

Led team of 8 technical writers, instructional designers, and quality assurance engineers responsible for user documentation, training, and front- and back-end testing of customized logistics software modules implemented at client sites around the United States. Trained team of software engineers in Latvia on logistics product implementation.

Vladivostok Russia

Created end-user documentation for computer-matched stock trading system in both English and Russian, evaluated and improved exchange governance and control documents, and developed international marketing plan and materials as key member of American consulting team implementing strategic United States Agency for International Development (USAID) program.

Arlington VA

Managed shipment of equipment to the Kremlin, evaluated the Kremlin’s classified ‘Computer Room’ technology, and authored monthly reports to US Department of Defense (DoD) as project team leader of priority DoD project to provide Russia’s Ministry of Technology with most current technologies in return for detailed technical information about Russian.