Experience creating and distributing content for a range of media in the news, sports, telecommunications, and medical-device sectors.
Technology industry experience on cross-functional teams working within the Agile project management method.
Valued team player accustomed to working under tight deadlines with minimal supervision.
Expertise in logistics, print production, customer service, knowledge management, and event management.
Exceptional computer skills (Mac and PC); 20 years of experience with MS Office; basic Salesforce familiarity.
LifeScan, Chesterbrook, PA
Technical Writer (Contractor via Turnberry Solutions), June 2017–Present
Creates help content to support OneTouch Reveal, a consumer application (web, Android, and iOS) that helps patients record and track their blood glucose levels as well as share data with healthcare providers.
Works with team members across the product life cycle management process to write support articles for a global audience of customer service agents.
Researches and replicates problems or defects reported to customer service or discovered by other means, and then creates content that explains the issue and, if possible, provides troubleshooting solutions.
Performs ad hoc testing, checking my experience as a user against requirements, user stories, and other development guidelines to ensure intended application behavior while reporting any defects or discrepancies.
LifeScan is an industry leader. OneTouch Reveal is one of the most popular diabetes management apps in the world, with over one million downloads to mobile devices (2017 revenue: $1.5 billion).
Comcast Business, Philadelphia, PA
Technical Writer (Contractor via StyleMatters Writing Services LLC), January 2016–December 2016
Created technical instruction documents as an on-site contractor at Comcast Business, which provides advanced communications solutions to businesses of all sizes. Comcast Business’s revenues have grown at an average of 20 percent annually for the past several years (2016 revenue: $5.5 billion).
Worked as a member of several product deployment teams to create instructional documents for roles including customer care, sales, service delivery, and service assurance in the execution of tasks to support new products and features from Comcast Business telecommunications services (voice and data).
Participated in stakeholder alignments throughout the systems development life cycle, from requirement creation, to development, and through deployment, identifying and documenting processes that impacted systems and personnel.
Worked closely with stakeholders such as business analysts and specialists in operational acceptance testing to ensure that the new procedures tested prior to deployment matched what was included in end-user documentation.
Comcast XFINITY National Customer Operations, Philadelphia, PA
Content Manager/Technical Writer, Knowledge Management (Contractor via StyleMatters Writing Services LLC), February 2013–January 2016
Managed instructional content as an on-site contractor at the corporate headquarters of a global media and technology company, the nation’s largest residential video, Internet and phone provider with over 28 million customers (2016 revenue: $80.4 billion).
Maintained a new and evolving enterprise-scale knowledge management platform that has transformed the company’s ability to solve customer issues.
Created new content and revised existing content for both customer service representatives and customers using the Oracle Knowledge platform.
Interacted with front-line agents, taking suggestions and questions and working with subject-matter experts to clarify content and enhance user experience.
Improved customer-facing, self-service support content, thereby deflecting call volume and lowering cost per call while improving customer satisfaction.
Worked with the Publisher to oversee all aspects of magazine production and distribution and to manage online presence, event marketing, and business development.
PGA Magazine Publications & Marketing Group, Huntingdon Valley, PA
Digital Media Manager/Operations, February 2005–November 2010
Performed a wide variety of editorial and logistical tasks for the publisher of PGA Magazine, the official publication of The PGA of America and the leading trade publication in the $75 billion golf industry, and The Met Golfer, an exclusive publication in the New York Metropolitan region.
Helped the publisher to maximize the publication’s reach and impact while reducing costs.
Ordered and coordinated the printing and nationwide distribution of publications.
Prepared sell sheets, media kits, digital editions, press releases, readership surveys, and other marketing and sales materials.
Managed and created content for several websites (both trade and consumer) and several other online products, including blogs and e-mail marketing campaigns.
Assisted in planning all online initiatives, including website development and monetization.
Contacted and interviewed golf professionals to ghostwrite unique, trade-driven copy for the PGA Best Practices e-mail marketing campaign, sent weekly to 32,000 golf industry professionals with an overall average open rate of 20 percent.
Created similar content for the print edition of the magazine.
Controlled budgets, client needs and requests, and all deliverables, including booth design, assembly, and disassembly, electronics and A/V equipment, and logistics.
Philly Temps and Perm, Philadelphia, PA
Office Assistant, February 2004–February 2005
Recognized consistently as a dependable employee, completing important administrative, clerical, public relations and e-commerce assignments for top Philadelphia companies, including Fortune 500 members.
Eliminated a two-month backlog of orders and customer-service tasks within 30 days at a fast-growing Internet retailer while reducing response time for customer correspondence, resulting in an increase in sales.
Assisted in creating a fraud-prevention system to significantly decrease losses.
Centerplate/Volume Services America, Yankee Stadium, Bronx, NY
Merchandise Assistant, May 2000–October 2003
World Series 2000, 2001, and 2003: Executed the New York Yankees Merchandise program for the stadium concessionaire (Centerplate), including the selection of product, sizes, and quantities, the choice of sales locations for product and the verification of deliveries and purchase orders.
March 2001–October 2002: Controlled publication sales at all merchandise and portable sales locations at Yankee Stadium.
Worked at Yankee Catalog, the largest Internet catalog in American sports in 2000.