Sara Feldman Email & Phone Number

Collectively Reimagining Service Excellence. The Consortium is a non-profit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success.Consortium Members create innovative operational models through a process of collective thinking and experience. The Consortium’s work integrates academic research and emerging business trends with members’ operational perspectives. The results are new strategies and models that improve the customer experience.

We empower professionals to learn from each other and create meaningful content.Weekly podcast - Meaningful Content Mixer: https://www.meaningfulcontent.io/podcast

California, United States

Build and manage internal training and customer education programs to achieve positive business outcomes. Establish tools and systems for effective knowledge management. Empower customers through intelligent self-service.

Empower the greater San Diego Technical Communication Community to connect with each other and advance their careers.

STC San Diego is a 100% volunteer organized chapter of the Society of Technical Communication (STC), a professional association that advances the art and science of technical communication. http://www.stc-sd.org

Greater San Diego Area

Organized professional development and networking programs for our community.

Greater San Diego Area

Empowered customers through content to leverage the product for successful outcomes. Worked closely with Product, Engineering, Marketing, and Customer Success Teams to translate requirements into customer-centric programs for Go-to-Market and ongoing customer engagement.Ensured content touchpoints and product behavior contributed to positive user experience and customer value realization. Encouraged product adoption through strategic content delivery across the customer journey.Fostered internal knowledge management to reduce information silos. Advised Engineers, Customer Success, Sales, and Services teams on technical content strategy. Evangelized product value and thought leadership in customer self-service with customers, prospects, and external industry engagement.

Greater San Diego Area

• Proposal writing and editing: DoD RFP responses, non-profit website RFP• Whitepaper writing and editing: Topics include Home Automation and Mobile Technology• Architectural specifications: Followed 3-Part Construction Specifications Institute (CSI) requirements• Web projects: Functional requirements, web project management, copywriting, copyediting, knowledge base strategySamples available upon request.

Assigned full-time to AT&T and DIRECTV online support experience.

Greater San Diego Area

• Manage documentation and interactive help content for enterprise software/hardware.• Execute consistent company vision across other deliverables, including marketing communications, partner materials, and internal references.

San Diego, Ca

• Execute daily operations of the ESET Knowledgebase Team and related activities.• Initiate and maintain processes to ensure the Knowledgebase is an effective online support tool for internal and global customers across 10+ languages.• Continually evolve team contributions to support organizational goals and ensure best possible customer experience.

San Diego, Ca

• Drive the design and maintenance of the Knowledgebase and other web self-service tools• Manage templates and workflows within an Enterprise Knowledge Management System• Customize and tune a natural language processing (NLP) search• Coordinate with international teams for online support across 10+ languages• Work with KB team members to ensure KB content is accurate and up-to-date• Create and edit user guides, white papers, training materials and internal procedures• Collect and review analytics to support design decisions and product/process improvements• Contribute to projects across departments to ensure technical and procedural accuracy• Collaborate with other functional teams to drive ESET customer experience initiatives

San Diego, Ca

Worked for a start-up internet company to research opportunities for new business accounts and manage existing accounts. Responsibilities also included writing/editing website specifications, web copy, company policy and process manuals.

San Diego, Ca

Completed a three month contract to coordinate TIG responses to RFPs. Responsibilities included obtaining SME and executive input to gain corporate approval, writing proposal content and editing/polishing final proposals to meet strict requirements.