Associate Technical Writer
San Francisco, Calif.
Creating customer-facing product documentation for the Greenhouse suite of products, including from-scratch usage and troubleshooting guides for new features. Combining strong customer service background with deep product knowledge to anticipate customer questions and proactively create self-solve resources addressing those needs. Updating existing documentation to adhere to style standards, align with UI changes, and provide clarifying details based on internal requests. Responsible for compiling weekly Release Notes email to inform customers of new features and integrations, beta programs, and bug fixes.
Customer Support Specialist I–II
San Francisco, Calif.
February 2018–December 2019
Provided chat- and email-based customer support to help clients use Greenhouse Recruiting and Greenhouse Onboarding effectively. Worked both independently and in collaboration with internal teams to provide timely, thorough, and thoughtful solutions on issues ranging from basic usage questions to technical troubleshooting. Partnered with Engineering groups to flag emerging issues and in-the-moment incidents. Identified areas of opportunity in customer-facing documentation and rewriting documentation and Help Center articles to reflect updates to the Greenhouse suite of products. In late 2018, created and implemented Greenhouse’s first Support Style Guide as an independent focus project.
Kansas City, Mo. & San Francisco, Calif.
December 2015-February 2018
Managed behind-the-scenes repair workflow for a team of 40 technicians. Partnered with management to create team goals and repair strategies, with a heavy focus on customer experience. Maintained accurate inventory counts and stayed apprised of updated company standards, quality programs and repair changes. Connected directly with customers regarding standard repair follow up as well as to resolve nonstandard situations. Provided consistent feedback to build a more efficient technical team.
Small Device Technician
Kansas City, Mo.
July 2010-December 2015
Provided troubleshooting support for iOS hardware and software to dissipate stressful, heated situations and rebuild customer faith in brand. Translated technical jargon into digestible concepts and taught customers how to put their Apple technology to work. Managed operational processes and directed support traffic.
Freelance Editor and Writer
Kansas City, Mo.
February 2010-August 2017
Editing copy and content for documents including digital articles, interactive media, dissertations, and novel-length fiction writing. Previous: Writer and social media manager for MidcoastStation.com. Reported Kansas City news and features for KC Free Press. Wrote album and concert reviews and shot photos for popwreckoning.com.
AppleCare Service Documentation Copy Editor Intern
Copy edited and proofed employee training materials, troubleshooting documents and repair guides for spelling, grammar, clarity, formatting and adherence to the Apple Marketing Communications Style Guide. Assisted with compilation, maintenance and launch of a new internal style guide. Worked extensively with content management systems, accurate data entry and quality checks of newly published content.
Retail Communication Intern
Wrote, edited and formatted creative internal communication articles and documents for worldwide distribution to Apple Retail employees. Collaborated with retail support stakeholders to develop and deliver effective communication strategies. Played a key role in conceptualizing and creating all written communications for the 2012 Tax Holiday campaign, supporting 33 U.S. stores.
Internal Communications Intern
St. Louis, Mo.
September 2009-January 2010
Wrote features and news copy for the AT&T employee intranet portal. Built, formatted and edited employee governance and benefits documents for AT&T. Tracked social media for clients, including AT&T and Boston Market.
Assistant News Editor
October 2007-December 2008
Managed a team of 10 reporters through selection of angles and sources. Reported campus and community news on deadline. Covered weekly City Council meetings.
Truman State University, December 2008
Bachelor of Arts in English, composition emphasis
Minor in Communication
Skills and Knowledge
AP Style, Apple small-device certified, basic HTML, Chicago Style, Confluence, content management systems (Oracle Knowledge, WordPress, Zendesk Guide), Google Apps, iOS, iWork, Mac OS, Microsoft Office, Monday.com, OmniGraffle, Skitch, social/interactive media, Trello, Zendesk Guide.