Managed client relationships as the primary point of contact for support inquiries with product users, ensuring a consistent 5-star level of client satisfaction.

Advocated for user needs based on collected feedback to collaborate with the product development team to enhance software usability and inform product improvements for feature development. Worked closely with the development team to create and refine new product features based on user and business needs.

Spearheaded the development and organization of a Confluence workspace to streamline department documentation. Improved internal documentation processes, increasing overall employee experience and productivity. Developed comprehensive SOPs to standardize processes and improve employee experience. Ensured documentation was clear, accessible, and adhered to industry best practices. Created and laid out training materials to support new hires and enhance onboarding experience.

Managed the complete redesign of the Help Desk Wordpress site, improving information architecture for better user navigation to improve product usability. Conducted user testing to validate design decisions and ensure optimal user experience.