Shelby Kimbrough Email and Phone Number

I manage a team of content strategists who support our Disputes line of business as well as the channel, content data, and LLM strategies used to support our agents and members.

I help operationalize the work of support content teams across all LOBs and use customer support metrics, both qualitative and quantitative, to take a data-driven approach to the creation and governance of our content across all modalities and our overall content strategy.* Implemented a content governance model to ensure accuracy across our E2E support content experience: Help Center, Knowledge Base, Saved Replies* Manage regular content audits of the more than 40K pieces of support content we maintain* Designed and piloted content strategies for chat and messaging modalities that provided a more differentiated customer experience* Following Uber’s acquisition of Postmates, built a workstream to review and update 3,000+ pieces of support content and presented recommendations on branding and tooling decisions to marketing and product teams

Managed a team of content coordinators who create customer support content and logic for our Transport line of business.

* Developed a global content strategy to improve customer transparency that reduced refunds by 10% and contacts by up to 25% on daily deals. * Oversaw the creation and implementation of global editorial tools used to improve the quality and efficiency of teams in North America and EMEA.* Work cross-functionally with sales, product, and customer service teams to continuously iterate and improve upon customer-facing content at the pre- and post-purchase stage.

* Managed a team of 14 content specialists who created daily deal content for Groupon to ensure they hit quality and productivity expectations as well as other KPIs.* Maintained editorial quality standards through trainings, feedback, and calibration for teams in Chicago and Warsaw, Poland.

* Managed a team of 7 editors who wrote and edited content for Groupon Getaways daily deals, travel blog, and social media accounts.* Led B2C marketing campaigns for Groupon Getaways by setting quarterly strategies, top-editing and publishing SEO-optimized content, and tracking engagement using Tableau and Twitter and Facebook analytics.* Maintained the team's quality and productivity through regular feedback and calibrations.

* Wrote and edited daily deals and marketing content for the Groupon Getaways travel blog and social media accounts.* Ensured that content was SEO-optimized using AdWords and insights from our SEO team.* Helped develop, implement, and track SEO strategies for the travel blog and trained my team in the execution of them.

Worked as a Youth Development Volunteer on the island of St. Vincent in the Eastern Caribbean (EC 78) for a 26-month period. Primary duties included developing and teaching a high school remedial reading curriculum and establishing a school-based, lending library program. Secondary duties included improving and teaching a high school chemistry curriculum, teaching a fifth grade music class and working with the director of Adult Education to plan and implement recruitment events.

Designed and implemented a research project using bioluminescent bacteria as biosensors to detect the presence of toxic compounds in local water sources. Gained firsthand experience in the methods and procedures related to common biochemical and molecular biology lab techniques. Worked under minimal supervision, using scientific literature extensively to explore common lab techniques and to write a thorough research plan. Kept a highly organized and detailed lab notebook for recording procedures, data and observations, which I analyzed and summarized using computer software in order to prepare research results.

Worked as a waitress to help pay for college expenses

Tutored small groups of students in General Chemistry I and II by preparing and teaching short lesson plans and assisting with homework and test preparation.