Hannah Strait: Technical Writer in Denver, CO
Hannah Strait
Technical Writer
Denver | United States
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Work experience
Nextworld
Technical Writer | 02/2022 - Current
? Investigated platform features for topics by meeting with subject matter experts, experimenting with the products, and conducting research.
? Assembled feature information individually and on a team in a framework for the intended audience
to ensure maximum comprehension.
? Helped coworkers outside of the documentation team edit their help text for better user understanding.
Wayside Publishing
Technical Writer (Remote) | 05/2021 - 02/2022
Decreased the amount of phone calls and emails from August 2020 to August 2021 by collaborating
with our Salesforce administrator to develop a knowledge base.
? Collaborated with internal teams to obtain an in-depth understanding of new features and the documentation requirements.
? Wrote, revised, and published easy-to-understand supporting content for online help and user guides
for Wayside products.
Rokeby
Curatorial Assistant (Internship) | 11/2020 - 06/2021
? Researched and created themes for an exhibit on an artist's collection of works.
? Wrote exhibit labels that are informative, concise, and accessible to a wide audience.
? Worked collaboratively on an institution-wide project with about 4 to 5 other staff members.
Wayside Publishing
Lead Digital Support Representative (Remote) | 09/2020 - 05/2021
Spearheaded the creation and delivery of digital platform instructions under extreme pressure
to address phone calls and emails quicker during the pandemic.
? Created and maintained an information database for troubleshooting platform issues.
? Conducted interviews to hire more customer service and digital support representatives.
? Trained new employees on the functionality of the Wayside Publishing application, as well
as best practices for communication and company lexicon.
Wayside Publishing
Digital Support Representative | 01/2020 - 09/2020
? Analyzed and reported digital platform issues reported by clients and staff.
? Developed and edited descriptions for customer comprehension of the digital onboarding process.
? Took initiative to write down functionality instructions for digital platform to be used by all customer
facing employees when none existed.
? Corresponded and collaborated with clients and team members to resolve questions and issues about
the digital platform.
Wayside Publishing
Customer Service Representative | 06/2018 - 01/2020
Developed a method of sending and selling digital products to distributors by coordinating meetings
and communication.
? Created a training game for temporary and new customer service hires.
? Answered product and policy-based phone calls and emails.
Piper Shores Retirement Home
Staff | 10/2016 - 05/2019
Compassionately met the needs of residents with different cultural backgrounds as well as medical
and psychological issues.
? Filled in for kitchen staff when they were short-handed.
? Refurbished the dining hall table chart for easier understanding during employee training.
Education history
Roger Williams University
Bachelors in Global Communications
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