Mark Averell Email & Phone Number

Atlanta, Ga, Us

- Led team of 3-5 technical writers and content specialists responsible for customer-facing knowledge base articles, in-app help (guided walkthroughs, new-feature announcements, etc.), release notes, and other education materials- Reduced support call and case volume by ~25% over ~2 years via implementation of in-app help powered by Pendo technology- Regularly analyzed support case data to identify common call drivers and developed proactive help content to deflect calls- Developed and launched KCS-flavored knowledge management program to quickly identify and fill gaps in external and internal knowledge bases- Worked closely with product and release management teams to create release notes, changelogs, new-feature announcements, and other collateral to support software and hardware releases

Atlanta, Ga, Us

- Worked with product/engineering, support, and others to author new documentation about Revel products/services, including hardware (printers, scanners, card swipes, etc.), networking (access points, routers, wiring diagrams), the Revel management console website, and the Revel point of sale iPad app- Leveraged in-product analytics and support data to plan new walkthroughs/walkthrough strategies designed to reduce support costs- Proofread and refined troubleshooting or how-to documents for external web publication- Regularly reviewed performance reports on external and internal knowledge bases to schedule delivery of new content designed to maximize customer self-service rate and minimize average ticket solve time- Regularly reviewed ticket categorization data to schedule delivery of new content designed to maximize customer self-service rate and minimize average ticket solve time- Worked closely with support representatives and support leadership to gauge content effectiveness and propose improvements

San Francisco, California, Us

- Wrote and maintained nearly all customer-facing documentation at answers.chartboost.com (a customized Zendesk Help Center site) to support audience of mobile game developers. Documentation featured basic and advanced SDK and server-to-server integration guides, business guides for account managers and other non-developers at game development studios, API reference docs, marketing copy, and more- Created and managed process to localize all documentation in Russian, Simplified Chinese, and Japanese. Maintained up-to-date localized sites in all three non-English languages.- Planned and coordinated third-party developers’ redesign of answers.chartboost.com- Developed and monitored key performance indicators for answers.chartboost.com to make data-driven decisions, achieving consistent improvements in the Support team’s ticket deflection and customer self-service rates. Lowered customer effort score (CES), as measured by answers.chartboost.com visitor surveys.- Worked with customers and internal stakeholders to maximize documentation clarity and accuracy

San Francisco, California, Us

- Supported large mobile game studios like Supercell, King.com, and Disney, as well as smaller outfits and independent mobile game developers. Helped resolve reported issues with the Chartboost web application, SDK, and related backend infrastructure.- Configured and managed Chartboost’s Zendesk CRM implementation to facilitate more efficient, data-driven customer support

Redwood City, Ca, Us

• Supported Senior Copywriter, handling overflow work as required• Wrote website copy, account implementation guide and enterprise best practices for Box’s customer resource center, success.box.com• Created customer case studies for major companies and organizations: McAfee, Red Bull, The Red Cross and more• Edited high-visibility marketing communications, perfecting style, grammar and punctuation. Projects included customer conference website at box.com/boxworks, Fortune magazine cover ad and Box.com marketing pages.• Drafted PR materials promoting Box’s European launch

Redwood City, Ca, Us

• Provided professional web, desktop and mobile app support to small business and Fortune 500 clients via phone, Zendesk, Get Satisfaction and WebEx • Escalated bugs to Engineering as appropriate and tracked issue progress via JIRA • Worked with Product to test new features and shape development roadmap • Drafted 50+ predefined email responses sent to hundreds of customers a day, decreasing incident resolution time