Owned and maintained Loop's help center and API documentation, used by top ecommerce brands worldwide to incorporate Loop's returns product into their web stores.
Worked as a part of an engineering team to document API development and new features.
Served as the leader of the help center team, managing and prioritizing incoming requests and delegating to team members.
Lead an initiative to incorporate generative AI updates into the help center based on customer chatbot feedback.
Samsung, Vancouver, BC — Technical Writer 2022 - 2023
Collaborated with product managers and developers globally to ensure that crucial enterprise mobility documentation relied upon by corporate users worldwide was clear, concise, and reliable.
Served as a team technical lead, mentoring teammates on version control and development environments and leading team migration to a new documentation stack and markup language.
Produced multiple instructional videos for Samsung's admin, partner, and developer documentation.
Took ownership of Rise's knowledge base, making it bilingual in English and French and increasing article count by over 20%.
Partnered with support teams to revise documentation based on user feedback and with product managers to publish feature documentation.
As the sole UX writer at Rise, also responsible for all in-product UX copy. Collaborated closely with product managers and engineers on several major feature launches.
Vizzion, North Vancouver, BC — Account Manager 2019 - 2021
Maintained client relationships by preparing customer-facing documentation, configuring partner API integrations, and providing technical support for clients including IBM, Microsoft, and Mercedes-Benz.
Education
University of British Columbia — Bachelor of Media Studies 2015 - 2020
Interdisciplinary program spanning computer science, linguistics, and business communication, preparing graduates for the evolving field of new media technology.
Freie Universität Berlin — Communication and New Media Studies 2018
Exchange program facilitated by UBC focused on German media theory and its applications in a globalized world.