Senior Content Strategist
CurrentDriving Content Excellence at Chime:- Project management: Successfully migrated 100% of Chime's disputes, direct deposit, mobile check deposit, and overdraft protection content to a new CMS (Shelf.io), enhancing content searchability and leading to a 74% increase in customer satisfaction (sNPS).- Process improvement and content development: Streamlined agent workflows by building interactive decision trees and using conditional logic in Shelf.io, boosting efficiency and member satisfaction. This eliminated guesswork from complex processes, providing step-by-step guidance tailored to specific scenarios. This resulted in a 74% increase in customer satisfaction (sNPS).- Leadership: Led a small team of technical writers to execute the Shelf.io migration.- AI / Automation: Created and trained a custom Chat GPT "Assisted Authoring" tool, reducing content creation time by 50% and optimizing content for clarity and scalability using DITA (Darwin Information Typing Architecture) best practices. ✍️Data Influencer:- Cultivated a data-literate content team: Launched and led a comprehensive team data adoption program, fostering data literacy and empowering the content team to make data-driven decisions for impactful content.- Team support: Championed individual growth through dedicated office hours and personalized 1:1 coaching, supporting a collaborative and data-literate content team.
