Summary
I’m a product content expert who focuses on delivering quality content at scale and on time.
My unique background in science together with my writing and localization experience help make content teams effective.
In all my career, I’ve stayed hands-on in writing, while keeping on top of trends and best-practices in the industry.
I am an excellent collaborator with my business partners, defining and aligning a vision that has transformational and measurable business impact.
Tools and Platforms:
- Authoring and Content Management Systems:
Paligo, Zendesk, SharePoint, Documentum, Confluence and Microsoft 365 - UX writing: Figma and Abstract
- In-app guidance and onboarding: WalkMe and Gainsight
- Learning: Camtasia and Skilljar
- Illustration: Visio, Lucid Chart, Google Draw, Illustrator, and Photoshop
- Issue Tracking: Jira and Zendesk
- Analytics: Google Analytics, Zendesk, Gainsight, WalkMe and Amplitude
- Coding: Github, SVN, and Visual Studio Code
Experience
- Provide product documentation services for enterprise SaaS and software start-ups.
- Enable sales teams to communicate complex data and machine learning product simply and clearly to customers.
- Founded team and led strategy for help center, in-app guidance, UX writing, learning, and localization for enterprise SaaS.
- Partnered with Customer Success and Support to restructure help center with role-based and skill-based topics that achieved faster and efficient customer onboarding and time-to-value.
- Directed content used in first run experience during trial period that led to a 80% completion and value realization rate for our product led growth strategy.
- Partnered across Product, Support and Customer Success to operationalize docs, reduce friction in self-service help and maintained a <1% doc tickets of total ticket volume.
- Led help-center journey strategy to ID gaps and opportunities that led to addition of self-service help touch points.
- Acquired and integrated tooling in-app to more easily collect voice-of-customer and provide self-service onboarding for scale up. Also, acquired authoring tool improving writer efficiency by 2X.
- Deployed to thousands of users our first in-app surveys (NPS and CSAT) localized in 18 languages to inform the strategic direction of the content as well as the product.
- Founded a technical communication department that directly contributed to the successful hyper-growth from start up to a billion-dollar-plus company in five years with continued year-over-year growth.
- Managed global team of 20 writers, sr. managers, editors, UX designers and software engineers to successfully deliver product documents to maintain market leadership in the data storage business.
- Led team on automation framework enabling doc validation of thousands of programmable registers daily against the engineering source files themselves; autogenerated content from machine readable formats; integrated various IPs from 3rd parties into product docs.
- Led effort to transform documentation workflow that led to producing content 50% faster and upwards of six months before sample availability.
- Designed and led development for in-house software tool for managing documentation resources, tracking status, managing workflow and producing weekly, quarterly and annual status reports saving more than $300K per year.
- Successfully led a global initiative for a cross-product line business model that led to a 60% reduction in doc types (from 50) that enabled a successful GTM strategy. This also increased cross-departmental operational efficiency by as much as 30%.
- Created a self-help and knowledge portal for internal teams; content included videos, templates for writing and illustration, and style guides for engineers to create content.
- Drove Marvell’s first structured content strategy, along with taxonomy, information models and DITA to support personalized content.
- Drove process excellence by empowering each team member to fully participate in continual process improvement; team received praise from customers during ISO 9001 audits.
- Translated from Japanese the first SOC HDD Controller IP that launched the Data Storage BU product portfolio and continued to be leveraged into new products.
Writing Samples and Projects
Product Documentation
- These are writing samples of product documentation.
In-app Content
- These are writing samples of in-app writing.
My Cool Project Management Tool
- I wrote about a project management tool I designed to manage doc projects.
Good Docs Project
- An open source project that I contribute to. Samples TBD
Publications
This is a proposal I've submitted to Intercom, an STC publication. Publication date is TBD
This is a link to the title of my thesis. The full documentation is available as hardcopy only.