ERIN R LYNDAKER
Content Team Manager And Knowedge Base Manager
Canandaigua,NY
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Content Team Manager and Knowledge Base Manager
Cvent Inc.
Tysons Corner, VA
09.2021 - Current
- Hire and manage Client Service’s Content Team, made up of six Technical Writers.
- Evaluate individual and team performances, ensuring goals are met.
- Build rapport with team through coaching and mentoring with a compassionate and empathetic approach.
- Delegate tasks, manage team utilization, and assign tasks with agile deadlines.
- Build team collaboration through socials, knowledge shares, weekly standups, 1:1s, and more.
- Cultivate talent from volunteer writing program, myKB, that assists with creating self-help content based on customer feedback trends.
- Own Cvent Knowledge Base (Salesforce) and Help Center (Intercom) for all self-help content.
- Spearhead new ideas and own decisions made to improve Knowledge Base success and efficiency.
- Provide editorial reviews to ensure consistency across all products and LOBs.
- Own customer’s self-help life cycle through search, resolution bot responses, custom chat bots, and case deflection.
- Participate as governance stakeholder for Cvent’s in-app presence to ensure alignment across departments, avoid customer fatigue, and establish contextual standards.
- Review and implement in-app contextual help and release announcements using Pendo and Intercom.
- Work with cross-functional stakeholders, including VP and DIrector staff, on strategic content decisions.
- Collaborate with cross-department teams, Product Managers, and SMEs to ensure content is up-to-date and relevant.
- Participant as Client Services Content Stakeholder in high-level meetings to provide self-help Voice of the Customer experience.
- Conduct regular content audits to identify gaps and redundancies.
- Run analytics and provide insights and forecasting that is presented to Senior Leadership.
- Monitor website analytics and metrics to track content performance and identify areas of improvement.
- Coordinate with developers and designers to ensure content is user-friendly, visually appealing, and focused on improving accessibility.
- Establish relationships across several teams in multiple departments to ensure consistent collaboration.
Team Lead
Cvent Inc.
Tysons Corner, VA
07.2018 - 08.2021
- Acted as team leader in group projects, delegating tasks, and providing feedback.
- Managed projects collaborating with other teams and departments to transition customer-facing content to Content Team.
- Lead multiple product redesigns for Event Cloud with overlapping deadlines.
- Hired talented writers for Content Team.
- Trained and mentored new hires and myKB volunteers.
- Worked with CS Readiness and Product to communicate release content updates to Stakeholders, set expectations, and ensure deliverables.
Senior Technical Writer
Cvent Inc.
Tysons Corner, VA
08.2016 - 06.2018
- Gained strong leadership skills by managing projects and releases from start to finish.
- Took over as lead writer for multiple LOBs and projects.
- Edited content for accuracy and consistency.
- Hired talented writers for Content Team.
- Trained and mentored new hires.
- Developed volunteer writing program, myKB, that assisted Content team in updating Cvent Knowledge Base content from front-line requests.
- Reviewed and published myKB drafts to ensure writing standards were followed.
Technical Writer
Cvent Inc.
Tysons Corner, VA
08.2013 - 07.2016
- Followed company policies and editorial guidelines to craft thorough, well-written content.
- Proved successful working within tight deadlines and fast-paced environment.
- Communicated with SMEs and Product Managers to build out Cvent Knowledge Base.
- Managed time efficiently in order to complete all tasks within deadlines.
Education
Bachelor of Arts - Professional Writing
State University of New York At Cortland
Cortland, NY 08.2010 - 05.2013
Skills
Advanced Problem Solving
undefinedTimeline
Content Team Manager and Knowledge Base Manager
Cvent Inc.
09.2021 - Current
Team Lead
Cvent Inc.
07.2018 - 08.2021
Senior Technical Writer
Cvent Inc.
08.2016 - 06.2018
Technical Writer
Cvent Inc.
08.2013 - 07.2016
Bachelor of Arts - Professional Writing
State University of New York At Cortland
08.2010 - 05.2013
Summary
Approachable and empathetic manager that enjoys building a high performance team through mentoring and compassion, and a Knowledge Base that focuses on simple and easy to understand self-help content. With ten years of experience in creating multi-media content and developing writing standards and processes, content management is a strong passion for ensuring customer success.
Achievments
- Acknowledged as Cvent’s Top Performer – 2016
- Winner of “Team Player of the Year” (CS) - 2017
- Winner of “Team of the Year” (CS) - 2022
Achievments
- Acknowledged as Cvent’s Top Performer – 2016
- Winner of “Team Player of the Year” (CS) - 2017
- Winner of “Team of the Year” (CS) - 2022
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