Asia Wright
Las Vegas,NV
Summary
Strategic and detail-oriented Technical Writer skilled in crafting clear, concise, and engaging content that enhances usability and improves information accessibility. Specializes in technical documentation, UX writing, and instructional design, with a strong ability to translate complex concepts into intuitive materials. Experienced in optimizing content workflows, enhancing knowledge bases, and collaborating cross-functionally with developers, UX designers, SMEs, engineers, and media teams. Passionate about creating user-focused content strategies that drive engagement and reduce friction. Currently expanding expertise in user-centered content design through the Google UX Design Professional Certificate.
Overview
11
11
years of professional experience
Work History
Service Content Writer
Apple
10.2023 - Current
- Develop and maintain Visual Mechanical Inspection documentation, ensuring technical accuracy and ease of use for repair technicians
- Author User-Friendly Descriptions for replacement parts, integrating visual aids to support quick identification and troubleshooting
- Standardize high-traffic articles, driving improvements in user ratings, feedback scores, and technician efficiency
- Collaborate with SMEs, engineers, quality control teams, and media teams to refine content, ensuring alignment with Apple's high documentation standards
- Work closely with media teams and designers to integrate visual enhancements that improve documentation usability
AppleCare Procedures Writer
Apple
09.2022 - 09.2023
- Restructured and updated procedural documentation for Apple's technical support teams, ensuring clarity and consistency across platforms
- Conducted in-depth analysis of workflows to identify gaps, leading to improvements in accuracy, troubleshooting efficiency, and procedural adherence
- Optimized content review cycles, reducing documentation turnaround times by 30%, enhancing productivity
AppleCare Digital Copywriter
Apple
06.2021 - 08.2022
- Created compelling instructional content for Apple products, collaborating with producers, graphic designers, and media teams to develop engaging multimedia materials
- Translated complex technical concepts into accessible scripts and knowledge base articles, resulting in highly-rated YouTube tutorials with millions of views
- Implemented content refinements based on user insights and engagement data, leading to increased knowledge base effectiveness
AppleCare Team Manager
Apple
07.2015 - 05.2021
- Led a team of customer support specialists, ensuring productivity targets and customer satisfaction metrics consistently exceeded expectations
- Designed and implemented training programs that enhanced technical expertise and improved service quality
- Spearheaded initiatives to improve employee engagement, reducing attrition rates and fostering a culture of professional growth
- Collaborated with HR, senior leadership, and media teams to develop scalable performance evaluation frameworks and enhance internal communication
Operations Manager
Support.com
10.2013 - 07.2015
- Directed call center operations, overseeing process improvements that increased efficiency and achieved profitability targets
- Managed recruitment, training, and development of new hires, building a high-performing team and boosting client satisfaction
- Optimized operational workflows, reducing customer resolution times and enhancing service delivery metrics
Education
Google UX Design Professional Certificate -
03.2025
Business Marketing Management -
Western Governors University
Communication as a Technical Leader -
University of Colorado Boulder
Good with Words: Writing & Editing Specialization -
University of Michigan
Foundations of Digital Marketing and E-commerce -
Google
Skills
- Confluence Management
- Unified Brand Communication
- Internal Stakeholder Engagement
- Project Deadline Coordination
- Proficient in Chicago Manual of Style
- Effective Visual Communication
- Experienced in Notion
- Jira Project Management
- Standard Operating Procedures Development
- User Instruction Manuals
- Knowledge Repository Maintenance
- Effective Localization Strategies
- Video Script Writing
- E-Learning Development
- Agile Environments
- Content Engagement Optimization
Accomplishments
- Improved knowledge base ratings by streamlining content, leading to higher engagement and fewer user escalations.
- Developed instructional scripts for highly-rated YouTube tutorials, viewed by millions, increasing customer education effectiveness.
- Received internal recognition, performance bonuses, and 'Exceeds Expectations' ratings for outstanding contributions.
- Created standardized procedural documentation that reduced technician errors and improved resolution efficiency.
Timeline
Service Content Writer
Apple
10.2023 - Current
AppleCare Procedures Writer
Apple
09.2022 - 09.2023
AppleCare Digital Copywriter
Apple
06.2021 - 08.2022
AppleCare Team Manager
Apple
07.2015 - 05.2021
Operations Manager
Support.com
10.2013 - 07.2015
Google UX Design Professional Certificate -
Business Marketing Management -
Western Governors University
Communication as a Technical Leader -
University of Colorado Boulder
Good with Words: Writing & Editing Specialization -
University of Michigan
Foundations of Digital Marketing and E-commerce -
Google
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