Hannah Strait: Technical Writer in Denver, CO

? 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.

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.

? 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.

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.

? 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.

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.

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.