Blog Articles | Technical Writing | Podcast Editing | Speaking

Blog Articles

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Outsourcing customer service: why, when, and how to do it?
Outsourcing customer service: why, when, and how to do it?
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How an intuitive SMS survey is driving higher engagement and targeted learning
How an intuitive SMS survey is driving higher engagement and targeted learning

goHappy, 2024

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How to use goHappy for frontline communication
How to use goHappy for frontline communication

goHappy, 2024

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How to set up automated frontline communications with goHappy
How to set up automated frontline communications with goHappy

A product guide for goHappy explaining how to get up and running with their SMS communication platform

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8 tips for managing incidents in Zendesk
8 tips for managing incidents in Zendesk

SwiftEQ, 2024

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How to write a 1-page business plan
How to write a 1-page business plan

Unitel Voice, 2024

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7 tips for onboarding your customer success managers
7 tips for onboarding your customer success managers

Tettra, 2024

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How to identify churn risks and save at-risk customers
How to identify churn risks and save at-risk customers

Dock, 2024

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Improve experience with customer service automation
Improve experience with customer service automation
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Incident Management Best Practices for Customer Support
Incident Management Best Practices for Customer Support
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5 ways to use AI in customer service
5 ways to use AI in customer service

PartnerHero, 2024

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How to manage handoffs between engineering and customer support
How to manage handoffs between engineering and customer support
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Making things right: examples of customer service recovery
Making things right: examples of customer service recovery

Help Scout, 2024

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Customer service training ideas
Customer service training ideas
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Innovative customer service: the contact center evolution
Innovative customer service: the contact center evolution
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Agent satisfaction score: what is it and how to measure it?
Agent satisfaction score: what is it and how to measure it?
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How to break up with a client professionally
How to break up with a client professionally

An article for PartnerHero that discusses why and how to stop working with certain customers.

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10 Zendesk apps that every support team needs in 2024
10 Zendesk apps that every support team needs in 2024
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Streamlining the agent onboarding process
Streamlining the agent onboarding process
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Customer experience optimization: what is it & actionable steps
Customer experience optimization: what is it & actionable steps
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How Product Ops can help create a better Customer Experience
How Product Ops can help create a better Customer Experience
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What is End to End Testing?
What is End to End Testing?
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What is the Software Testing Lifecycle (STLC)?
What is the Software Testing Lifecycle (STLC)?
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An introduction to support queue management
An introduction to support queue management
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What is Regression Testing?
What is Regression Testing?
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An overview of the Software Development Lifecycle (SDLC)
An overview of the Software Development Lifecycle (SDLC)
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An Introduction to Mind Maps in Software Testing
An Introduction to Mind Maps in Software Testing
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What is Smoke Testing?
What is Smoke Testing?
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8 ways to measure your customer service knowledge base success
8 ways to measure your customer service knowledge base success
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The Top Defect Management Tools
The Top Defect Management Tools
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Technical Writing

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mLevel Docs
mLevel Docs
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FireHydrant.io Docs
FireHydrant.io Docs
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TestLodge Docs
TestLodge Docs
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Statuspage.io Docs
Statuspage.io Docs
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Podcast Editing

In 2023, I was hired to edit and publish the LaunchNotes.io Podcast. I collaborated with the hosts to improve the overall production through the creation of professionally recorded bumpers.

Tools used: Descript, LogicPro, Riverside.fm, Figma

 

 Speaking

Featured
[Podcast] Customer Experience Leaders Chat: The Importance of Release Readiness
[Podcast] Customer Experience Leaders Chat: The Importance of Release Readiness
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Success Coaching Panel: Helping the product team understand customer needs
Success Coaching Panel: Helping the product team understand customer needs
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Interview with Remote Habits
Interview with Remote Habits
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Software GR Presents Jake Bartlett: Software Breaks: Incident Communication 101
Software GR Presents Jake Bartlett: Software Breaks: Incident Communication 101
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Interactive Workshop: Support Driven Expo in Portland, June 21 and 22!
Interactive Workshop: Support Driven Expo in Portland, June 21 and 22!
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Panel Discussion: How support teams can influence product changes
Panel Discussion: How support teams can influence product changes
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Some of these articles were ghostwritten and are therefore published under a name other than mine.