- Wrote and edited content for product launches and updates intended for global audiences - Partnered with the design team to provide UX copy for Uber Rewards product initiatives - Led content strategy for JUMP support content during global expansion- Created style guidelines for and worked on self-service customer support flows- Devised and implemented experiments to improve external support materials

- Managed and organized content library for internal and external knowledge bases.- Created and edited email templates, FAQs and internal process documents using the Turo tone and voice.- Reformatted and optimized help center content to improve readability and effectiveness.- Boosted agent performance by developing a style guide for consistency and simplicity in all internal materials.- Managed translations for support content library in preparation for regional expansion in Germany.- Led a project to update outdated French translations and defined a workflow to ensure timely translation updates. - Worked with Product, Legal and Operations teams to guarantee accuracy of all Customer Support content.

At Flixster, I served as the Team Lead for multiple teams, providing leadership and supervision across multiple services. I devised and implemented support strategies for new products and created an on-boarding process for new team members.Key achievements:- Created training documentation for customer service agents and administered training for new hires.- Wrote and maintained knowledge base articles, macros and FAQs to ensure positive user experience.- Designed and updated internal websites with instructional guidelines, bug updates, product requirements, etc. improving departmental communication and service to customers.- Supervised multiple cross-functional teams of 3 to 8 members including customer service, API and syndication support, back-end system monitoring.- Reviewed agent emails and phone calls for quality assurance and provided feedback for improvement.- Gathered customer and agent data to make suggestions for improved efficiency and user experience.Projects I worked on include:- Prioritizing/managing bug escalation and tooling requests.- Working with vendors on research and execution of CRM migration.- Launching Application Operations Team to monitor and respond to system alerts.- Transitioning support for Flixster's video playback platform to a new team.- Defining and implementing support protocol for new products.- Implementing new phone-based support model for Flixster's ticketing platform.

- Arranged travel and secured accommodations for 30-50 contractors per week.- Coordinated schedule of arrivals and departures for ground transportation to and from airport.- Prepared and reviewed daily paperwork as well as maintained digital database of files.- Worked with Accounting department to track expenditures to specific projects.- Created and maintained itinerary templates with travel details and shoot information.- Developed content for departmental wiki including SOPs and best practices.

- Created marketing and promotional materials to reach targeted demographics for institute workshops.- Scheduled 2 to 3 workshops per month and processed enrollment for 10 to 15 students.

Theatres I worked with in this time include: Magic Theatre, Marin Theatre Company and Theater Rhinoceros.- Coordinated rehearsals and managed performance to ensure streamlined stage operations.- Facilitated communication for production team by preparing daily rehearsal/performance reports.

- Coordinated artist’s retreat and two special event panels for summer festival.- Assisted Festival Producer/Coordinator as needed.

- Processed and responded to 10-20 literary submissions (queries and scripts) weekly.- Conducted research related to plays in production and upcoming shows.