Holly Melone
Tampa,FL
Summary
Content experience leader with 10+ years driving scalable content governance, information architecture, and enablement strategy across global organizations. Expert in building structured content ecosystems, empowering contributors, and using analytics and AI-assisted workflows to improve findability, consistency, and learner engagement. I design systems that help go-to-market teams get the right knowledge at the right moment to perform with confidence.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Technical Writer | Content Strategist | Knowledge Manager
Flexera
01.2022 - Current
- Lead governance, IA, and lifecycle optimization for a 10,500+ article global knowledge base supporting go-to-market and customer experience teams.
- Build and manage taxonomy, metadata standards, templates, and content models to ensure content consistency and machine-readiness at scale.
- Analyze search behavior, content performance, and user feedback to drive iterative improvements that strengthen findability, usability, and adoption.
- Enable 200+ global contributors through structured writing practices, governance workflows, and AI-assisted reviewing/editing tools.
- Partner with cross-functional teams to ensure content solutions align with operational workflows and business goals.
- Maintain accessibility and quality standards across publishing channels, improving editorial velocity and accuracy.
Enablement & Knowledge Operations Manager | Lead Technical Writer
TWN Communications
01.2015 - 01.2022
- Built and operationalized the company’s end-to-end enablement and knowledge ecosystem, including governance, IA, taxonomy, and structured content practices.
- Launched unified enablement content systems (KB + SOPs), reducing onboarding time by 30% and cutting support ticket volume by 55%.
- Conducted recurring content audits and implemented continuous improvement workflows based on analytics and learner feedback.
- Designed multi-format enablement content including onboarding, eLearning, and job aids to drive product adoption and behavior change.
- Led cross-functional collaboration across Product, Operations, IT, and Support to ensure accurate, audience-appropriate content.
- Established version control, review processes, and lifecycle discipline that scaled with business and product expansion.
Technical Support Manager
TWN Communications
01.2014 - 01.2015
- Managed a high-performing support team, exceeding call resolution and customer satisfaction KPIs.
- Developed foundational process documentation and knowledge resources that became the core of the company knowledge base.
Instructional Designer | Sales Trainer
Premier Insurance Benefits
01.2013 - 01.2012
- Designed onboarding and training materials that reduced ramp-up time by 35% and improved agent performance across all tracked quarters.
Education
Master of Arts - Technical Communication
University of Central Florida
Orlando, FL05.2026
Bachelor of Arts - Technical Communication
University of Central Florida
Orlando, FL01.2021
Skills
- Content strategy
- Content governance
- Content lifecycle management
- Information architecture (IA)
- Taxonomy & metadata design
- Contributor enablement
- AI-assisted content workflows
- Search behavior & findability analysis
- WCAG/508 accessibility
- Analytics-driven content improvements
- Structured content
- Technical writing & instructional design
- Cross-functional collaboration (Sales, Success, Product, Support, Engineering, Marketing)
Certification
- Google UX Design Professional — 2024
- Knowledge-Centered Service (KCS) v6 — 2022
Tools & Technology
- Salesforce Knowledge, Experience Cloud, Confluence, SharePoint, Skilljar, Khoros, LMS Platforms
- Figma, Adobe Creative Suite, Camtasia, Canva, Snagit, Miro, Visio
- HTML, CSS, Markdown, XML, JSON
- Agile methodologies
- Accessibility standards
- Content QA
- Analytics interpretation
Timeline
Senior Technical Writer | Content Strategist | Knowledge Manager
Flexera
01.2022 - Current
Enablement & Knowledge Operations Manager | Lead Technical Writer
TWN Communications
01.2015 - 01.2022
Technical Support Manager
TWN Communications
01.2014 - 01.2015
Instructional Designer | Sales Trainer
Premier Insurance Benefits
01.2013 - 01.2012
Master of Arts - Technical Communication
University of Central Florida
Bachelor of Arts - Technical Communication
University of Central Florida