As the sole and directly responsible individual for Nextdoor's help center website, I manage the design and development of the help center website on salesforce, I create the content strategy, style guide, and processes for creating and updating external help content, and I create reporting and dashboards to track user behavior, patterns and flows.

I work with a small team of developers to solution and design the help center website and it's self-service features to increase self-service, customer effort, and reduce support cost.

As the sole and directly responsible individual for Nextdoor's help center website, I manage the design and development of the help center website on salesforce, I create the content strategy, style guide, and processes for creating and updating external help content, and I create reporting and dashboards to track user behavior, patterns and flows.

My first project was to switch our CRM from desk to Salesforce. I implemented Salesforce CRM and built a Salesforce community to host our help center website. I built the help center to be completely custom on salesforce, very few features are out of the box. I designed and worked with a team of front end developers to bring my self-service designs to life. I researched and designed self-service elements on the help center website to enhance search, customer effort, and self-service. I am proficient in front end web development on salesforce communities and helped to build and fix some of the custom components I designed. I implemented workflows within salesforce for article translations, updates, and new content requests.

The self-service elements I designed for the help center took our Self-service scores from 55% to 80%. Meaning previously, 55% of visitors were able to find their answer on the help center without contacting support, and now 80% are able to find their answer without contacting support. This results in over a million dollars of savings on case work each year.

After

As the first and only Business Operations Specialist, I took a pioneering approach to research as a whole for the Customer Experience team. I honed in on exactly what procedures and policies were driving the most dissatisfaction amongst customers and I prioritized which topics and processes to research and improve. After performing quantitative research and interviews from a customer experience standpoint, I worked cross-functionally with the product and design team to build solutions into the product as well as the service.

I worked to improve major marketplace problems by researching our user's experience with the service when they encountered these issues. With my suggested solutions and strategy, customer satisfaction in these areas increased by 40%. Retention increased as well as recovered revenue.

As the first Content Specialist at Turo, I began my role by building the position workflows from the ground up, allowing myself and my team to approach feature deadlines in a consistent and organized way and allow all other decision-makers and stake holders to collaborate on necessary content. I also created a company-wide newsletter to update the company on new product features from a customer experience standpoint.

With my extensive writing background, I updated and created all content for our internal and external knowledge bases with clarity, concision, consistency, and with a comforting tone.

Most importantly, I took a pioneering approach to data within operations, I started in my role by researching and redesigning our help center for the needs of the customer. After conducting quantitative and qualitative research on how customers were using the help center, I worked cross-functionally with the design team to create and design a new experience. I won the Spirit of Adventure award for my success in designing and implementing a new help center.

My passion for user research and design led me to the new role I created for myself at Turo, Business Operations Specialist.

Created all UX copy for web and mobile web. Wrote and created company blogs and social media. Created all copy, design images, and video commercials for all digital advertising. Managed and provided creative assets to all external publishing partners. Personally managed campaigns on Twitter Ads, Yahoo Gemini and Tumblr. Managed website SEO for blog, press, and resource pages. Managed all social media marketing, content creation and publishing. Managed YouTube channel and SEO. .