Resume
I generate content of all shapes and sizes for my clients. From heavy-end developer documentation to basic FAQs, policies and procedures to infographics, blogging to Bash scripts, I enjoy developing it all.
Professional Experience
SEPTEMBER 2021 – PRESENT SENIOR TECHNICAL WRITER AND CONTENT DESIGNER
T-MOBILE – OCEANSIDE, CA Responsible for defining the documentation voice, content, API standards, IoT documentation, open-source contributing guidelines, internal staff documentation, and more for the DevEdge (https://devedge.t-mobile.com/documentation-hub ) division of T-Mobile.
Author staff documentation for IoT developers. This includes development environment setup guides, onboarding documentation, Bash scripts, release notes, and more.
Design a brand-new developer documentation portal, including information architecture, content, layout, tone, voice, style, UI, and UX at https://devedge.t-mobile.com/documentation-hub .
Compose API Security and API Specifications for Developer Portal, e.g. OAuth 2.0 and YAML coding.
Draft all the IoT Developer Kit documentation which includes code snippets, device driver calls, debugging, and more.
Create open-source guidelines for contributing and licensing.
Define goals and key performance indicators for documentation at a macro and micro level.
Write blog posts and content for the various DevEdge social media handles.
Set up and maintain project management process for documentation, establishing and shifting priorities as needed.
MAY 2019 – SEPTEMBER 2021 SENIOR TECHNICAL WRITER / DOCUMENTATION SPECIALIST
GLDS – CARLSBAD, CA Established strategic goals for all of GLDS’ documentation which includes call deflection savings, employee retention savings, user experience (UX) goals, and project management.
Recommended new technologies that improved customer product adoption and empowerment.
Designed information architecture and content for the Knowledge Base / support portals.
Defined goals and key performance indicators for documentation at a macro and micro level.
Established strategy to reach defined goals, then created tactical campaigns for execution.
Managed documentation team, defining delineation between roles and responsibilities.
Set up project management process for documentation, user guides, and other support content.
Built, updated, and standardized software documentation and related help files for GLDS billing and customer management departments.
Worked collaboratively with all departments to ensure clear, accurate documentation was achieved.
Blogged about changes to the GLDS Knowledge Base which included security policy changes and information architecture updates.
SEPTEMBER 2018 – SEPTEMBER 2021 INDEPENDENT CONSULTANT
KATHLEEN JO CONSULTING – OCEANSIDE, CA Researched, strategized, and executed various online marketing campaigns for such companies as SkillRocket.pro and Kai Analytics. Campaigns included SEO content and graphic design work.
In addition, delivered a live training about cybersecurity and the dangers of smishing, email attachments, and bluesnarfing.
JULY 2015 – AUGUST 2018 TECHNICAL WRITER / KNOWLEDGE MANAGER / ONLINE COMMUNITY MANAGER
TEALIUM – SAN DIEGO, CA As Technical Writer, authored multiple documents for various audiences including data scientists, analysts, developers, and marketers.
Established workflow / project management system for documentation.
Augmented documentation update requests by 51%.
Identified UX learning gaps in content and generated documentation to improve retention.
As Online Community Manager, drove global user engagement with the Tealium Learning Community. The role fostered ongoing dialog with Tealium users on best practices, information on new features and helped encourage peer-to-peer communication.
Saved $1.8M in call deflection savings for 2017.
Influenced $5.3M in Total Contract Value (TCV) in 2017.
Created, maintained, and trafficked social media content calendar for Tealium on Facebook, Twitter, LinkedIn and Google+.
Composed blog posts consisting of infographics , latest news, and various other topics.
As Knowledge Manager, defined the information architecture UX and content strategy for Tealium's entire knowledge base, creating the first self-service guides that allowed customers to easily find then train themselves on Tealium's products and services. In addition, established the content architecture UX for the forums and partner portals.
Grew customer success referral rates to the community by 92%.
Encouraged a 395% growth in Tribal Knowledge articles for Customer Success year over year.
NOVEMBER 2010 – JULY 2015 SOCIAL MEDIA AND COMMUNITY MANAGER
NATIONAL UNIVERSITY – SAN DIEGO, CA Responsible for the creation, development, execution, user experience (UX), and evaluation of on-going social strategies to support the National University System affiliates' business objectives.
Increased leads for the National University Polytechnic Institute by 1750% and admissions by 125% in 2013.
Increased admissions for the National University Golf Academy by 95% via its YouTube channel and search engine optimization (SEO) in 2013.
Increased leads by 23% year over year for fiscal year 2012.
Analyzed YouTube channel content to increase UX learning for both the Golf Academy and the Polytechnic Institute.
JUNE 2010 – MARCH 2012 BOARD OF DIRECTORS, ECOMMERCE
WASHINGTON SPA ALLIANCE – WASHINGTON D.C. Spearheaded, from cradle-to-grave, all eCommerce, email marketing, social media marketing, search engine optimization, and website creation efforts. Also assisted in event promotions, merchandising campaigns and content updates as required.
Exceeded SpaFinder 2012 Wellness Week ticket sale expectations by 55%.
Orchestrated an Alexa SEO global ranking low for the WashingtonSpaAlliance.com website of 987,238.
Successfully augmented number of pages indexed for WashingtonSpaAlliance.com by 246%.
DECEMBER 2009 – NOVEMBER 2010 ONLINE MARKETING, SOCIAL MEDIA, AND WEB DESIGN CONSULTANT
KATHLEEN JO CONSULTING – OCEANSIDE, CA Researched and executed various online marketing campaigns for such companies as the University of California, San Diego IR/PS, EBOOST, Glen Ivy Spas, and Beyond Yoga. Campaigns included SEO, email marketing, social media coordination, website redesign, banner design, copy writing, and affiliate marketing leadership.
Dramatically increased gift certificate sales during Mother’s Day for Glen Ivy Spas by 105% via social media marketing campaigns.
Successfully augmented number of pages indexed for EBOOST.com by 41%.
Defined UX goals and plotted short term and long-term strategies for University of California, San Diego – IR/PS’ social media marketing.
MARCH 2007 – DECEMBER 2009 ONLINE COMMUNTY MANAGER / TECHNICAL WRITER / ESUPPORT MANAGER – FORUMS, EMAIL, AND CLICK TO CHAT
VERIZON – CARLSBAD, CA Spearheaded cradle-to-grave social media user experience strategies and vision, with full ownership of business plans, roadmaps, and P&L. Devised online strategy to increase traffic and awareness of the Verizon Community. Negotiated new technology vendor relationships to ensure best-in-class results. Mentored blog authors on web best practices and HTML coding. Analyzed tracking and data for the entire Verizon Community and its blogs.
Conceptualized, planned, and launched the first technical support forums for Verizon on August 2008 at https://forums.verizon.com (otherwise known as the Verizon Community).
Realized $5.3 Million in call deflections savings from the Verizon Community.
Successfully launched, from concept to consumer facing, the first consumer blog, Verizon at Home with Senior Vice President of Communications, Eric Rabe.
Spearheaded customer service process changes, saving Verizon $51,000 per day during major service outages while improving Net Promoter Score ratings by 12%.
Championed the social media revolution within Verizon, integrating Facebook and Twitter into the public relations, corporate responsibility, and customer service divisions.
Coordinated and led the Verizon Community public relations piece that was published on the front page of the business section of the New York Times .
Authored multiple documents for cable TV, Internet, and home phone hardware and software consumers.
OCTOBER 1999 – MARCH 2007 WEB CONTENT DEVELOPER / AFFILIATE MARKETING SPECIALIST / BUSINESS DEVELOPMENT ASSOCIATE
PROFLOWERS – SAN DIEGO, CA As Web Content Developer, successfully managed and coordinated the creation of product images, banners, emails, and websites from concept through completion. Hired, trained, evaluated, and led a cross functional team of 8 web and graphic design members. Collaborated with quality assurance and usability teams to ensure accurate release testing for all applications and maximum conversion rates for customer facing websites. Participated in search engine optimization campaigns for all Provide Commerce websites. Proactively assigned resources to meet workflow needs.
Designed and implemented the Provide Commerce intranet website reducing customer service order times by up to 60%.
Increased inbox deliver rate of all Provide Commerce retention emails by 32% thereby augmenting average order value by $2.02.
Orchestrated the development of a retention email workflow process that increased efficiency by 89% and reducing the number of mistakes by 63%.
As Affiliate Marketing Specialist, incentivized key affiliate performers with special promotions, offers, and commission rates, constantly remaining within their decision cycle with newsletters and affiliate homepage announcements. Analyzed performance of top affiliates, banners, and text creative to optimize offers, design, or language for maximum results. Approved affiliate applications, created URLs for tracking, and monitored sites for adherence to affiliate terms of service.
Successfully launched, from cradle-to-grave, the first and the largest floral affiliate program online to date, boasting more than 40,000 affiliates.
Created all copy and graphics for the ProFlowers affiliate program resulting in an 87% reduction in customer service calls.
As Business Development Associate, conceptualized, planned, and launched the ProFlowers ebay account.
Education
May 1997 BACHELORS OF ARTS, ENGLISH,
UNIVERSITY OF CALIFORNIA, SAN DIEGO
JANUARY 2023 CERTIFICATIONS
LINKEDIN LEARNING
Introduction to Linux
Learning Ubuntu Desktop
Figma Essential Training: The Basics