As a member of the Knowledge Management team at Coinbase, I supported documentation for a range of products and services, including Coinbase NFT, Coinbase Commerce, and Coinbase Cloud.
I managed a comprehensive content library encompassing workflows, internal support articles, messaging snippets, and Salesforce macros, ensuring support agents and internal teams had the resources needed to troubleshoot customer issues effectively.
My work contributed to the development and execution of a cohesive content strategy within the CX organization, fostering communication, collaboration, and informed decision-making. This strategy directly supported a positive customer experience by reducing support requests and improving satisfaction.
I also led content optimization workshops with team members, process specialists, and stakeholders, enhancing content governance and driving engagement across the organization. Additionally, I managed and refined Salesforce macros to streamline workflows, automate repetitive tasks, and boost team productivity.
The following writing samples highlight my approach to clear, effective, and user-focused content: