Stephen Ortega
1628 S Flower Street, Lakewood,CO
Summary
Experienced Customer Education Specialist and Technical Writer with a successful history at Pushpay and Ipro Tech. Known for boosting product adoption rates through thorough analysis and impactful training initiatives. Proficient in utilizing a range of analytics tools and crafting HTML content. Adept at fostering high levels of customer satisfaction and engagement. Expertise lies in creating a seamless onboarding process for users, ensuring a smooth transition into utilizing products and services.
Overview
8
8
years of professional experience
Work History
Customer Education Specialist
Pushpay
01.2021 - 03.2025
- Worked alongside self-serve onboarding and training teams to help customers use our donation management system, community development platform, and live-video encoding software/hardware.
- Evaluated areas of friction in product usage and feature adoption in order to create appropriate educational content.
- Developed and published online courses and supporting documentation for our products, such as standard operating procedures, best practices, and feature updates.
- Produced detailed reports on analytical data for in-application behavior gathered from Pendo, Google Analytics, and Skilljar.
Store Manager
Cricket Wireless
12.2019 - 01.2021
- Coached sales associates in product specifications, sales incentives, and selling techniques to help them meet personal and store sales goals.
- Maintained proper product levels and inventory controls for merchandise to facilitate effective ordering and stock rotation.
- Supervised guests at front counter, answering questions regarding products and services.
Technical Writer
Ipro Tech
10.2016 - 03.2018
- Authored and updated comprehensive user-facing product documentation for litigation software such as e-discovery, document ingestion, trial presentation, and analytical tools.
- Worked alongside department leaders and stakeholders to evaluate customer requirements and areas of friction when it comes to product usage.
- Used Adobe Tech Comm suite and MadCap Flare to develop a robust set of downloadable content and online help systems.
Education
Bachelor Of Arts - English Literature
Colorado Christian University
Lakewood, CO05.2016
Bachelor of Science - Business Administration
Colorado Christian University
Lakewood, CO05-2016
Skills
- Technical research for SaaS products
- Editing and proofreading
- Project and task tracking in Jira
- Web content development
- Behavioral analytics reporting
- Graphics and interactive content creation
- Microsoft and Google document processing
- External team collaboration
- Agile methodology
- SEO best practices
- HTML and XML proficiency
- CMS management
Timeline
Customer Education Specialist
Pushpay
01.2021 - 03.2025
Store Manager
Cricket Wireless
12.2019 - 01.2021
Technical Writer
Ipro Tech
10.2016 - 03.2018
Bachelor Of Arts - English Literature
Colorado Christian University
Bachelor of Science - Business Administration
Colorado Christian University
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