Mckenna Risch Email & Phone Number

United States

Nashville, Tennessee, United States

Writes and edits copy for help center articles on Lyft’s website and apps. Work has resulted in over $1.5 million saved with users self-solving via articles instead of contacting support. Collaborated consistently with legal, marketing, PMs, and ENG. Develops strategy for formatting and writing articles by conducting research into the user experience by consulting subject matter experts, auditing existing content, reviewing product requirement docs, interpreting complex legal and technical language, and understanding user’s top pain points. Formats articles to be easy to understand using headers, lists, and app information architecture. Includes formatting to meet accessibility standards. Analyzes ticket data using Zendesk and data visualization tools to understand the top pain points. Interprets data to develop data-informed strategy on how to help users self-solve in the Lyft help centers.Improves information architecture in the driver and rider app help centers to create an intuitive flow for users to find the content they need. Manages project timelines and tasks for help content about new product launches. Includes coordinating with project managers, engineers, and legal to ensure content goes live on launch date.Creates training material for new employees, including step-by-step instructions on how to use software to write articles. Collaborates cross-functionally with product, legal, marketing, and engineering teams so content meets all requirements and provides the information a user needs to self-solve. Refines existing internal documents to improve user experience for team and stakeholders. Helped develop the internal audit process to ensure article quality. Created internal workflow using Jira for other teams across the company to submit streamlined article improvement requests.

Greater Nashville Area, Tn

Created and iterated end-to-end user journey for a 12 month mentoring program. Wrote copy and microcopy for emails, push notifications, training decks, and help articles. Identified user pain points and developed solutions in UX and UI. Improvements resulted in a 750% increase in user signup after implementation.Created and updated process/automation through monday.com (Saved team 13,000 manual steps in 2020). Learned how to create automations independently.Created content for website, pitch decks, and webinars via Canva and Squarespace.Developed donor cultivation and solicitation strategy. Created email campaigns, webpages, and collateral used throughout the donor lifecycle. Work resulted in a 42.5% increase in donations between 2017 and 2021.Created and maintained the company's website using Squarespace.Developed workflows and automations to improve team efficiency, communication with users, and user journey. Saved team 13,000 manual steps in 2020 with automations created on monday.com.Created visual data representation using Google Data Studio for program and fundraising reporting.Ran day-to-day operations including project management, user acquisition, and process improvement.Led annual strategic plan by developing project tracking automation, creating fundraising strategies, monitoring project progress, and analyzing program data.Managed team and interns. Led weekly 1:1s, identified growth opportunities, communicated feedback, and provided work assignments.Attended quarterly board meetings to present program updates and progress.

Greater Nashville Area, Tn

Helped develop 2018 and 2019 strategic plan.Directly managed donor relations and email marketing.Created digital content for social media accounts, email marketing, and website.Developed, supported, and recruited for internship program.Managed logistics of mentoring program (e.g., applications, direct support, graduation, etc.).Worked directly with website developer for website design to improve UI design and UX.Attended quarterly board meetings to assist in program updates and data presentations.

Greater Nashville Area, Tn

Directly supported Executive Director with day to day tasks.Developed strategies for donor cultivation and acquisition.Co-created fundraising campaign ideas with Executive Director.Created and implemented marketing strategies for Street Team (group of volunteers to support digital marketing efforts).

Managed front desk reception of guests, residents, and Belmont staff.Professionally handled phone calls, mail services, requests from the Resident Director, and emergencies.

Greater Minneapolis-St. Paul Area

Professionally received phone calls and guests.Managed and organized office meeting calendar.