Kendall Doerr Email & Phone Number

Sacramento, Ca, Us

- Develop and deploy comprehensive help documentation for 15+ new product features & updates yearly, collaborating with project managers to understand prototypes & user journeys and ensure seamless operational readiness for product launches- Optimize internal process documentation to enhance usability, readability, and increase process adherence for CS teammates to align with business goals- Lead documentation revisions efforts with a focus on UX design and process optimization, resulting in a ~5% reduction in agent handle times for top contact drivers- Coordinate cross-functional asynchronous collaboration to secure approvals for copy and process changes, engaging stakeholders across Product, Marketing, Risk, Legal, and Compliance departments - Establish and implement Help Center content strategy by leveraging content usage data and customer feedback to identify opportunities for improvement- Influence information architecture to optimize user experience and increase Help Center traffic retention rates to an average of over 85% for popular topics- Implement quality control measures by monitoring internal content utilization and comprehension for 3000 global Support teammates, soliciting feedback and leveraging qualitative data to drive continuous improvements- Copy edit and provide feedback for other KM writers, ensuring alignment with team style guide and coaching new writers on best practices- Evaluate LLM responses for top customer inquiries, identifying opportunities for topic disambiguation and content enhancements for AI assistant

One of 3 KM Specialists creating and maintaining internal documentation for 3000+ global Support teammates and external Help content for 90 million Venmo users.Primary Responsibilities:- Partner with business project managers supporting operational readiness for new product releases- Create new internal and external help guides in collaboration with business project managers, solicit feedback and discussion from legal counsel, compliance, and other stakeholders for approval- Audit and manage revisions for new and existing content with a focus on accuracy, efficacy, and voice & tone- Partner with business process analysts to improve the efficacy of internal Support resources- Script writing for customer-facing informational videos + visual resources- Consult on content strategy and architecture for internal and external resources- Validate responses for generative AI Help solutionsNotable Achievements:- Key Talent Award recipient- Received formal recognition from teammates, project partners, and leaders for demonstrating leadership principles 35+ times since joining the team- Designed and executed a team project to review 170+ help center articles for rewrite opportunities, focusing on clarity and eliminating redundant and outdated information ahead of a tools migration- Developed all new internal and external help documentation for tax initiatives, business profiles, and charity profiles- Authored video scripts for new multimedia strategy team supporting high-engagement Venmo help topics

Joined PayPal's Knowledge Management team as an intern to support Content Writers for Venmo, specifically in the absence of a Sr. Writer/SME.I quickly learned about the function of this team and how to do the work of creating and maintaining internal documentation for our CS teams.Responsibilities included but were not limited to:- Creating and maintaining internal documentation in Confluence- Collaborating with Project Managers to create new content supporting product changes and marketing initiatives- Communicating with internal and external stakeholders representing Product, Legal, Risk, Compliance, and other teams- Field questions and feedback from CS teammates and leaders to clarify and improve procedures & talking pointsNotable Achievements:- Created a SharePoint site for the Venmo KM team to store, track and organize projects and related resources- Assisted in preparation for the launch of Venmo Business Profiles- Received formal recognition from peers, project partners, and team leaders 5 times over the course of my internship (via internal Bravo! system)- Received offer of full-time position at completion of internship

Greater Chicago Area

Responsibilities:- Evaluate written and verbal communications between CS teammates and Venmo users to assure alignment with quality standards for authentication, regulatory compliance, subject knowledge, and soft skills- As a team, evaluate 8 contacts per month for each of our 2000+ Support teammates.- Meet with team weekly to calibrate scoring decisions across categories, discussing and defending our decisions- Provide positive and constructive feedback to CS teammates, advising them to change their behavior or re-learn important concepts as neededNotable Achievements:- Selected to lead calibration meetings with offsite CS partners, trained other teammates to take on QA analyst role- Developed a competition & reward system for highly productive analysts to be rewarded for their contributions- Facilitated restructuring of team calibration meetings to encourage participation from all communication styles- Selected for "ACE It" project to evaluate CS contacts from other brand adjacencies

Chicago, Illinois, United States

Primary Responsibilities:- Assist Venmo users with issues related to merchant transactions, commerce, account access and more- Educate Venmo users on platform navigation and functionality- Maintain high metrics for contacts served per day, customer satisfactionNotable Achievements:- Became a Subject Matter Expert on internal processes and product functionality, with specific focus on the Venmo Debit Card and other commerce products- Selected to moderate internal Slack channel and provide real-time support to (100+) other Purchase Support teammates. Provided counsel on processes and best practices for complex cases.- Selected to help train and mentor a class of new hires for a new CS site

Greater Chicago Area

Primary Responsibilities:- Assist upwards of 60 customers per day by providing holistic and personable support for help using the Venmo app and website- Maintain high metrics for customer satisfaction, information accuracy, and contacts served per day across phone, email, and live chat channels- Help maintain a positive working environment for myself and my teammates by facilitating team bonding and emotional processing over difficult contacts

Greater Chicago Area

Main point of contact for all things beverage at a busy neighborhood café.Primary Responsibilities:- Operate the espresso bar and manage brewing of batch coffees for daily service- Craft specialty & seasonal beverages for changing seasons- Train other employees on proper operation and cleaning of espresso machine and coffee grinders- Support FOH staff through busy shifts by taking orders, running food, packing pickup orders, bussing tables, and providing guidance on best practices for efficiency and customer satisfaction- Consult on new menu design in preparation for business expansion- Occasionally assist BOH staff with prep work for busy weeks

Greater Chicago Area

Managed and operated a full-service espresso bar inside the office of a large international trading company.Primary Responsibilities:- Build relationships with office employees by offering friendly and engaging service, flexing communication styles, and remembering names & orders for my "regulars"- Craft beverages to order, keeping speed in mind so employees could return to work- Manage cafe inventory of coffees, milks, teas, and paper products - Create a rotating menu of specialty beverages, educate office employees about coffee brewing methods/new drinks

Chicago, Il

- Delivered quality customer service for cafe customers, taking orders and crafting various coffee and tea-based beverages- Expanded my knowledge base surrounding coffee production and brewing methods through training with the company's Roaster and learning from other baristas- Gained confidence in my ability to craft high-quality drinks with a deeper understanding of brewing methodology and science- Honed my understanding of process efficiency in a high-volume cafe

Chicago, Il

(Intern > Full-time "Freelance")- Created industry reports for new clients, outlining the current digital landscape for their industry or area of expertise- Gathered and analyzed client web traffic data from Google Analytics for SEO improvement opportunities, recommendations- Completed client website usability audits to inform UX design decisions- Created persona documents for client customer bases (also to help inform UX decisions_- Built page flow diagrams, lo-fi wireframes for client website redesigns- Wrote and edited client website copy, blog posts

Chicago, Il

- Learned how to deliver excellent customer service in a high-pressure fine dining environment- Greatly improved my skills regarding teamwork and communication, gained a wealth of knowledge on local farms and ingredients from the American Midwest- For brunch service, helped to increase efficiency for the flow between kitchen and dining room by acting as both a food runner and an expeditor

Chicago, Il

- Facilitated the flow of print media projects by coordinating adherence to strict timelines and guidelines for Project Managers, Production Artists, and Proofreaders- Ensured proper billing for client requests by recording and allocating production hours to the necessary project buckets- Collaborated in an outside group project with other interns to create four advertising strategies for an agency client, using only non-traditional media platforms- Consulted on a cohesive theme for my team's strategies in addition to helping finalize our presentation and speaking about our project to a group of higher-ups in the agency

Chicago, Il

A very hands-on retail role; I spent a number of weeks learning about the LUSH Cosmetics product offering and the ingredients used to make those products prior to working on the floor. This role functioned as a sales-oriented position where I was expected to approach customers in order to evaluate their needs and help guide them towards products that would best suit their specific needs. I also frequently performed product demonstrations, as the company relies heavily on demonstration as a means to encourage customers to make a purchase.