Chevonne Gibson
Atlanta,GA
Summary
Strategic UX writer focused on driving business objectives through effective content strategies. Proven track record of creating clear, concise, and user-friendly copy that enhances brand messaging and improves user engagement. Spearheaded cross-functional collaborations to enhance user experiences, while mentoring team members. Strong leadership and analytical skills underpin my success in fast-paced environments.
Overview
12
12
years of professional experience
Work History
UX Writer
ADP
01.2024 - Current
- Engage and collaborate with product owners, developers, and marketing teams to create timely strategic in-product content
- Juggle multiple deadlines and competing priorities while maintaining strict brand style, voice, and tone guidelines
- Work with product owners to define customer problems and formulate testable hypotheses to enhance customer experience.
- Facilitated smooth content reviews by acting as liaison between multiple departments.
- Analyze user feedback and data to refine content strategies and continually improve user journeys.
- Train and mentor team members on processes, systems, and writing styles
Technical Writer
Google Fiber
08.2023 - 01.2024
- Documented standard operating procedures for the customer Help Center and internal knowledge bases
- Proactively identified and executed on opportunities to improve current documentation
- Created and updated processes and policies to enable Customer Support and Field Sales team, including using images, tables, and screenshots to enhance comprehension of written materials
Senior Technical Writer
Highspot
08.2022 - 02.2023
- Facilitated project completion in 6-week sprints by collaborating with project managers, while utilizing Zendesk to write customer-facing documentation for proprietary platform software, updating documentation for CRM integration support, and assisting software engineers and designers in creating UX content and UI text
- Created user-friendly knowledge articles for new software releases occurring every 6 weeks in a fast-paced organization, prioritizing end-user comprehension
- Spearheaded introduction of more comprehensive approval process to increase stakeholder involvement and enhance accuracy of materials, contributing fresh ideas to a new team
- Presented product release articles to Head of Project Management and delivered content to development team, refining presentation skills, and working cross-functionally to receive valuable feedback from broader team
Technical Writer
Cardinal Financial Company
02.2021 - 08.2022
- 3rd team member of 8 hired during transition to centralize Policies & Procedures team. Mentored and provided guidance to new Technical Writers, serving as a go-to resource for questions about processes and procedures and increasing consistency
- Collaborated with SMEs and stakeholders using Zoom and Asana to manage working projects, while creating and updating company policies and procedures for multiple departments including Security and Compliance
- Handled up to 7 active projects at once with tight deadlines, creating compliance, customer service, and security content, by meeting with SMEs to gather information, and completing a rigorous 4-level review process that included legal evaluation
Customer Service Representative
The Home Depot
05.2020 - 02.2021
- Resolved customer issues online through excellent customer service
- Provided product information through research
- Support the goals of the Home Depot by putting the customer first
Technical Writer
Intralot USA
09.2019 - 01.2020
- Served as solo Technical Writer, reporting to CTO. Simultaneously managed projects, primarily focused on internal and external-facing content creation for new mobile app utilized for gaming and sports betting. Produced documentation on computer hardware infrastructure assets for customer’s new data center
- Maintained up-to-date materials and legal documentation for mobile app in development, adapting content as changes were made, in a small company without established technical writing processes, demonstrating strong self-direction
- Conducted research, interviewed SMEs, and wrote user guide for app usage, customizing for various games and betting options, and testing app for usability
Senior Technical Writer
Equifax
09.2018 - 01.2019
- Produced training and reference materials, meticulously reviewed and approved by Trainers, in compliance with industry regulations and strict security protocols.
- Collaborated with subject matter experts and internal agents to develop operational and instructional procedures for web-based publication that met quality assurance standards, resulting in the creation of company documentation
Technical Writer & Operations Specialist
Cisive, Inc.
06.2014 - 09.2018
- Transitioned into role after tasked with writing operations manual for customer support audit, and team passing audit successfully because of it. Earned ‘Shining Star’ award for exemplary performance.
- Participated in user acceptance testing (UAT) and provided knowledge and procedural training for new employees
- Conducted proofreading and editing of all corporate communications, including a quarterly newsletter for a diverse range of customers from small businesses to large corporations such as JB Hunt and US Xpress
- Created and maintained content for Salesforce.com knowledge base, including end-user guides, reference manuals, training guides, and FAQs, with a focus on clarity and conciseness
- Managed adjudication of 80+ background reports daily, including ordering and grading international reports based on established guidelines to determine suitability of employees for roles
Education
Bachelor of Arts - International Relations; French
Wellesley College
Wellesley, MA05-2008
Skills
- Content Management Regulatory Compliance Technical Writing
- Editing Proofreading Internal & External Communications
- Process Improvement Cross-functional Collaboration Multi-tasking
- Meeting Deadlines Leadership Operations Manuals
- Mentoring Training Material Presenting Content Strategy Data analytics
Languages
French
Full Professional
Timeline
UX Writer
ADP
01.2024 - Current
Technical Writer
Google Fiber
08.2023 - 01.2024
Senior Technical Writer
Highspot
08.2022 - 02.2023
Technical Writer
Cardinal Financial Company
02.2021 - 08.2022
Customer Service Representative
The Home Depot
05.2020 - 02.2021
Technical Writer
Intralot USA
09.2019 - 01.2020
Senior Technical Writer
Equifax
09.2018 - 01.2019
Technical Writer & Operations Specialist
Cisive, Inc.
06.2014 - 09.2018
Bachelor of Arts - International Relations; French
Wellesley College