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
Adobe Creative Cloud
Agile Project Management
Coaching and Mentoring
Content Creation
Content Editing
Content Strategy
Intercom
Office 365
Pendo
Performance Evaluations
Policies and Procedures
Process Improvement
Project Management
Salesforce
Schedule Optimization
Staff Management
Strategic Planning
Time Management
Verbal and Written Communication
Workday
Timeline
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