Lori H. Email & Phone Number

Austin, Tx, Us

• Acted as product manager of customer-facing content for the largest US background check provider• Supported six designers as the only UX writer for all products• Conducted user testing and research interviews to gauge effectiveness of content• Created company-wide internal glossary/style guide• Worked across Product, Marketing, Operations, Engineering, and Sales to ensure consistency• Rewrote all customer-facing content for focus and readability, reducing length by… Show more • Acted as product manager of customer-facing content for the largest US background check provider• Supported six designers as the only UX writer for all products• Conducted user testing and research interviews to gauge effectiveness of content• Created company-wide internal glossary/style guide• Worked across Product, Marketing, Operations, Engineering, and Sales to ensure consistency• Rewrote all customer-facing content for focus and readability, reducing length by 45%• Upgraded self-serve content to support 32% reduction in contact volume• Rebuilt information architecture to reduce 13 support categories to 7• Wrote content for ingestion by generative AI chatbot Show less

• Edited contact-center SOP content for localization and accessibility• Managed large-scale, long-term migration to internal CMS• Developed strategy for content channels and individual articles for multiple audiences• Analyzed content effectiveness based on usage and accuracy reporting• Wrote UX content for primary internal case-logging tool• Initiated and moderated crossteam discussions for standardizing writing, design, and formatting• Trained and mentored additional… Show more • Edited contact-center SOP content for localization and accessibility• Managed large-scale, long-term migration to internal CMS• Developed strategy for content channels and individual articles for multiple audiences• Analyzed content effectiveness based on usage and accuracy reporting• Wrote UX content for primary internal case-logging tool• Initiated and moderated crossteam discussions for standardizing writing, design, and formatting• Trained and mentored additional editors, designers, and strategists• Established and fostered relationships across content teams; mentored new editors company-wide• Worked with worldwide stakeholders to update content• Flexed between roles as needed without compromising quality or deadlines• Established measurable standards for large-scale content quality evaluation, performed evaluation, and oversaw improvement efforts Show less

• Edited web-based and instructor-led training courses for contact-center personnel• Designed and delivered activity-based writing workshops to improve developers’ writing skills• Collaborated with developers to produce effective learning experiences• Developed quantifiable measure of developer writing abilities and editing efforts• Responded to end-user feedback• Created and maintained process documentation• Applied instructional design principles• Contributed to… Show more • Edited web-based and instructor-led training courses for contact-center personnel• Designed and delivered activity-based writing workshops to improve developers’ writing skills• Collaborated with developers to produce effective learning experiences• Developed quantifiable measure of developer writing abilities and editing efforts• Responded to end-user feedback• Created and maintained process documentation• Applied instructional design principles• Contributed to company-wide style guide revisions Show less

Ba, English

Activities and Societies: Alpha Phi Omega

Education record