Training Content / Knowledge Base Analyst

I am a detail-oriented professional with extensive experience in technical writing and product training, specializing in user-centered documentation for global software users. I have a proven ability to blend human judgment with AI tools to drive content innovation, streamline processes, and maintain high standards in fast-paced Agile environments.

Throughout my career, I have led the development and transition from live sessions to a scalable library of over 200 product-focused instructional videos, significantly increasing accessibility and freeing up resources for custom client engagements. I am skilled in reviewing, proofreading, and editing comprehensive user guides and materials aligned with bi-weekly product release cycles.

I have developed and maintained onboarding materials and mentored team members, serving as a referent and quality lead to ensure robust product knowledge for new hires and ongoing team development. I implemented a streamlined custom content request workflow within internal ticketing systems, optimizing content development and adapting it effectively to Agile workflows.

Collaboration is a key strength of mine, working cross-functionally with Product Marketing, Technical Writing, Branding, and development teams to create commercial voice-overs for social media and produce global, multilingual release videos for each software version change.

I have delivered product and company onboarding to new hires and hosted feature-specific training sessions for clients across time zones in English and Spanish, both virtually and onsite. I pioneered the transition to video-based training by writing and voicing early scripts that contributed significantly to company-wide content scalability and the development of robust learning content.

Earlier in my career, I supported clients in English, Spanish, and French across North America with billing, early debt collection, product troubleshooting, and part replacements, maintaining high-quality service and deescalating tense customer interactions.

I am passionate about instructional design, process improvement, media and voice work, and integrating AI tools mindfully while relying on expert human judgment for final decisions.