Renée Carignan Email & Phone Number

California, United States

Raleigh, North Carolina, Us

Now managing a global team of three stellar technical writers for Pendo's all-in-one platform!

San Francisco, California, Us

I managed one direct report in all things related to Heap docs, including the Help Center and developer/API docs. I mentored my direct report into a formal promotion from Associate to mid-senior Technical Writer in May 2023. I also acted as a "dotted line" manager to two Solutions Engineers who were interested in technical writing.- Owner of the content, user experience, and all things related to the Heap Help Center and dev/API docs- Personally completed 1000+ content updates, which included outlining, writing, revising, and publishing a variety of content types, including FAQs, product guides, API docs, UX copy, and more- Maintained and continually optimized workflows to support content collaboration with cross-functional teams, including Product, Engineering, and Support- Co-created Heap's first style guide in collaboration with Marketing and Design team leads - Promoted to manager of one Technical Writer during fourth year; represented the docs team in meetings with senior leadership, crafts and maintains team vision and annual strategy in new role

San Francisco, California, Us

I hired and mentored a new Associate Technical Writer in all things related to Heap docs, including the Help Center and developer/API docs.

San Francisco, California, Us

First full-time owner of Heap docs. I completed a CMS migration, information architecture revamp, and a rewrite of all existing content (200+) docs in my first two years.

Portland, Oregon, Us

I gave my talk "Find the frequency: metrics for better docs and happier readers" which covered my experiences trying to measure user success with docs. I provided a handy list of metrics which any docs writer can start off with to build their own data-driven docs practice.

San Francisco, California, Us

In my promoted role, I owned all UX copy in addition to the Knowledge Base. I conducted a thorough audit of our existing UX copy and contributed UX copy edits to newly developed features.- Owned all UX copy, including tooltips, error/warning messages, empty states, and more- Managed all Help Center content, including FAQs and troubleshooting guides- Collaborated with Product and Design during product development process to establish comprehensive content strategy for UX copy and Help Center updates- Revised and gave final approval on all new developer/API docs written by engineering- Created the org’s first style guide to establish guidelines for writing in the brand voice

San Francisco, California, Us

Originally hired to re-architect two outdated support portals into one Knowledge Base, then owned all things Knowledge Base-related from that point on.- Managed all Knowledge Base content, including FAQs, technical/troubleshooting articles, and guides- Rewrote 180+ new FAQs, and assessed all existing FAQs for accuracy and usability during annual content audits- Produced brand-new Getting Started guide­ series for new customers to complete initial product and feature setup- Used HTML & CSS to customize Wordpress site to implement a scalable taxonomy to match company branding- Created first Helpshift Content Style Guide to establish guidelines and principles for creating support content- Implemented Google Analytics into all support resources to track content performance- Completed extensive self-study on UX writing and content strategy to level up all user-facing content- Heavily contributed to revisions of release-oriented UX copy, earning promotion to UX-copy focused role

Us

My two specialties on this team were trust and safety and content strategy.As the Trust and Safety lead, I managed escalated support incidents. I also selected, trained, and mentored two jr. Trust and Safety specialists, acting as supervisor for T&S-related incidents.As the team content strategist, I managed and produced all support content, including FAQ/Help Center pages, support email macros, and team policy documentation.In the day-to-day, I provided customer support to parents and sitters via Zendesk, Twitter, and Facebook.- Specialized in Trust and Safety, founding a new team and mentoring 2 junior T&S hires into their roles- Created and maintained Trust and Safety policies applied to all T&S cases involving parents, sitters, and children- Managed customer-facing documentation, including FAQs and support email macros- Provided front-line email and phone support, often resolving 40+ tickets per day- Responded quickly and concisely to support inquiries via company Twitter and Facebook accounts- Tested, verified, and documented bugs via Jira in collaboration with QA and Engineering

Oversaw the digital production of 1000+ Education and Early Childhood Education media products, ensuring they published on schedule and within budget.- Created and maintained 200+ title-specific sites and media content from signing through go-live release- Orchestrated preplanning, live shooting, editing and final release of over twenty educational videos- Provided continual content updates for over 100 companion websites per release of each new edition- Provided redesign, content revision, and data updates to 100+ companion websites- Created media demos for class-testing, market seeding, and sales presentations as needed- Negotiated and executed work-for-hire contracts with vendors and third party resources- Managed cross-functional teams including media vendors, subject matter experts, and freelancers- Advised production teams on interface design in creating key display features for customer assets

Revised all print and media content to be in strict accordance with insurance law. I also responded to agent requests for technical support and product information via phone and email and documented license renewals as required.- Assisted company President in managing overall project and product development- Revised print and digital texts to be in accordance with insurance law updates in all fifty states- Researched and drafted potential project outlines for review by senior editors- Conducted reviews of site usability and updated course webpages accordingly- Responded to agent requests via email and phone regarding technical support and product information- Documented agent license renewals and maintained an organized database for potential auditing

London, Gb

Under the guidance of the media team, I conducted detailed final checks on products and software for accuracy and student usability and implemented requested changes to print and digital media.- Managed multiple projects and deadlines in collaboration with the media team- Conducted detailed final checks on products and software for accuracy and usability- Reorganized manuscript and digital content drafts using Microsoft Word and Excel- Received training and mentorship in content development, marketing research, and media production

Berkeley, Ca, Us

Provided technical assistance for instructors using AV equipment in Pimentel, a lecture hall with a-500 student capacity.- Provided emergency assistance resolving technical difficulties under time pressure- Taught professors to use computer equipment and offered continued technical support- Maintained a log of trouble tickets concisely outlining technical issues and resolutions needed- Created student schedules and product receipts using Schedule Source and Filemaker Pro

San Diego, California, Us

Documented and transcribed student government meeting minutes, planned retreats and conference attendance, and provided courteous information and assistance at the front desk.- Showed responsibility in handling confidential documents including student paperwork- Planned and scheduled retreats and conference attendance under strict deadlines- Recorded meeting minutes, maintained organized database all departmental documents

Front-End Development

Bachelor Of Arts, English, Education

Associate Of Arts, Transfer Studies