Product Documentation & Knowledge Operations specialist with 6+ years in Support Operations and Supervisory roles, including 2+ years mastering AI prompt engineering and automation systems. Proven enterprise experience with Sprout Social platform, having implemented comprehensive review management system that prevented platform delisting and saved millions in potential revenue loss. Expert in documentation strategy, content governance, and AI-powered workflows that reduce resolution times by 95% while scaling operations across 100+ team members.
Core Competencies
Documentation Strategy
& Content Governance
AI-Powered
Workflow Design
Cross-Functional
Leadership
Sprout Social
Enterprise Implementation
Professional Experience
THUMBTACK
SPROUT SUCCESS
Remote
Operations Consultant | Escalations & Knowledge Lead
April 2022 - July 2025
ENTERPRISE SPROUT SOCIAL IMPLEMENTATION
Implemented comprehensive Sprout Social tagging and sentiment tracking system, personally managing 2,000+ review responses to ensure platform compliance and maintain enterprise-level App Store standing. Built systematic review management infrastructure enabling scalable customer sentiment monitoring and response coordination.
95%
Resolution Time Reduction
40+
Knowledge Base Articles
100+
Agents Supported
$30K
Per Case Fraud Prevention
95%
Resolution Time Reduction
- Built comprehensive BigQuery automation script analyzing complete user financial history, reducing courtesy refund decisions from 60 minutes to 2 minutes
- Designed AI-powered fraud detection system using image analysis capabilities, preventing $10K-$30K+ losses per case
- Created automated ROI roadmap generator with dynamic calculations, adopted by Sales and Pro Recruitment teams
- Developed instant review calculator streamlining agent research workflows from 20 minutes to 20 seconds
- Built AI-enhanced training library with structured knowledge systems improving performance across 100+ support staff
- Established company-wide tone standards with messaging templates deployed across all customer touchpoints
HOMEADVISOR / ANGI
Golden, CO / Remote
Tier 4 Supervisor, Business Engagement & Retention
2018 - 2021
- Promoted 3 times in 12 months advancing from frontline to Enterprise Engagement Team leadership role
- Transitioned enterprise operations to fully remote infrastructure during COVID while maintaining top CSAT scores
- Designed national onboarding scripts and comprehensive internal documentation systems streamlining agent training processes
- Managed five-to-six figure accounts with strategic retention initiatives, regularly increasing spending by $100K+ monthly
- Created retention-focused SOPs and comprehensive knowledge content reducing customer churn significantly