As a KB Content Specialist, I create and maintain documentation for the BigCommerce product for both public and internal audiences. I plan with stakeholders on other teams and in other departments to help guarantee successful execution of GTM activities. I analyze internal and external feedback and data metrics to inform content decisions and identify knowledge gaps.I developed and maintain the KB style guide to encourage consistent high-quality and on-brand writing. It speaks to the… Show more As a KB Content Specialist, I create and maintain documentation for the BigCommerce product for both public and internal audiences. I plan with stakeholders on other teams and in other departments to help guarantee successful execution of GTM activities. I analyze internal and external feedback and data metrics to inform content decisions and identify knowledge gaps.I developed and maintain the KB style guide to encourage consistent high-quality and on-brand writing. It speaks to the tone, voice, audience, and technical standards that is unique to BigCommerce. Show less

As part of a world class tech support phone team, I empowered clients to sell more by answering questions, providing product walkthroughs, troubleshooting issues, and discovering/documenting bugs. I was a top performer for multiple KPIs, including calls-per-hour, customer satisfaction percentage, time spent between calls, and Net Promoter Score.

My primary role was manager of product promotions/listings for the eBay marketplace. Responsibilities included product and market research, photography, Photoshop, and HTML coding. I performed customer service duties for multiple contact channels and managed orders, shipments, and inventory.

Designed, developed and implemented multiple shopping cart driven storefronts.Planned and executed a hosting platform migration that saved the company thousands in operating costs.

Developed an online paid content subscription service from ideation to market. We saved on costs by licensing a simple third-party PHP script that worked with PayPal to automatically authorize new customers as soon as they paid online. I installed it on shared web hosting, which offered the perfect cost-to-performance ratio that our small operation needed. I also worked with other area newspapers to implement and consult the same service model during this period.Other duties included… Show more Developed an online paid content subscription service from ideation to market. We saved on costs by licensing a simple third-party PHP script that worked with PayPal to automatically authorize new customers as soon as they paid online. I installed it on shared web hosting, which offered the perfect cost-to-performance ratio that our small operation needed. I also worked with other area newspapers to implement and consult the same service model during this period.Other duties included headline and caption writing, proofreading, user-generated content management, print pagination, and creative production for client advertising campaigns. Show less