Emily Pearce Email & Phone Number

Create and maintain content strategy for internal merchandising platformWork with Product Managers and Engineering partners on platform apps to improve legacy processesDefine expectations and content responsibilities for smoother collaboration with designers, PMs, and Engineers

Greater Seattle Area

Strategist for Expedia Group's Virtual Agent for customers and content-center agentsContent lead for self-service skill development (think content patterns, language consistency, and everything that contributes to an easy user experience)Internationalization advocate and point-personContributor to voice & tone and style guidesConsultant on the development of internal content management toolsSounding board and peer reviewer extraordinaire

Bellevue, Wa

Content strategist on Expedia Group's commercialized travel platform currently in creation.Migrate and create content for large, financial institutions with travel benefits. Spans all travel products, sales and service, soft skills/brand identity, and tools used by agents and customers.Create and iterate on a customer sales and support library for co-branded and white-label sites.Partner with Learning and Development Instructional Designers to support new-hire and advanced training programs.Previous content focus areas have included billing and payments, agent-tool process guides., initiatives to decrease unwarranted refunds and compensation, Best Price Guarantee, and globalizing agent processes.Collaborate on a shared style guide with the Expedia customer-support portals and Learning and Development curriculum designers.

Owner, curator, writer/editor for two large libraries in the Expedia knowledge base.Using content to streamline customer interactions and shorten average handle time in our global call centers.Keeping our partners up-to-date on policies and procedures to aid in customer satisfaction, retention and conversion.Utilizing global English to increase effective communication with our partners.

Lead content strategist for Cars, Itinerary, and user-generated content teams within Global Product group with a focus on responsive design, delivering copy recommendations and comprehensive content matrices for both optimization tests and large-scale redesigns.Apply user-centered principles to deliver engaging, useful content for high-volume consumer travel website.Editorial collaboration on Destination Travel Guides, ensuring that vendor-produced content met brand, SEO, and quality guidelines. Produced content for Flights, Homepage, Social, Hotels and Packages teams.

Bellevue, Wa

Created style guide for user-generated content submission and moderation of reviews.Vendor managementReportingModeration managementOperations subject-matter expertise/liaisonUser-experience and content strategyTrip tips bloggerOnline content writing

Expedia Inc.

Manage process development/implementation/quality control Manage three full-time employees and two contractors Reporting/analytics Handle escalated internal and external customer issuesHotel User Review mailing campaign maintenance and developmentBug escalation, tracking and follow-up with technical teams and stakeholdersTraveler Opinion interests in data-mining tool project

Expedia Inc.

Review moderation lead Reporting/analyticsHotel User Review mailing campaign maintenance and developmentManaged four contractors

Expedia Inc.

Worked primarily on Expedia’s hotel Traveler-Opinions feature: tier 3-review moderation; monthly, quality-control moderation of third-party vendor for guideline adherence; point person for Traveler Opinion vendorsManaged Traveler Opinions alias request queueEdited/wrote room-related text and general hotel information for hotel infosites; lead room-related clean-up projects; Developed room-related style guideManaged Traveler Opinions alias queue requests, moderation, quality control effort Managed contractorContent Management System development taskforce