I’m a customer experience leader and advocate with a gift for connecting content and community to design product knowledge ecosystems. As a service-focused strategist, I have nearly 15 years of experience developing and curating online support content, technical training, blog, and collateral in SaaS spaces — most recently payments fintech, infosec and webhosting.
As the Director of Knowledge Management at Alert Logic, a leader in public cloud-based SaaS security services, my role centered on optimizing customer experience through comprehensive knowledge management.
To address the need for effective information dissemination and customer support, I led a team of Content Developers, Instructional Designers, and Technical Trainers. We focused on:
Customer support tickets were at all time high, impacting contractual SLAs and many key metrics such as:
The initiatives led to a significant transformation in how customers engaged with Alert Logic. Key achievements included:
Implemented changes resulted in significant improvement
Technical Blog post for knowledge base users.
With nearly 15 years of experience in the field, I have developed a versatile array of skills focusing on delivering an exceptional customer experience through self-service content.