Alexandria McNamara
Digital CX | Communications
- Role
- Sr Digital Content Specialist at SimpliSafe
- Location
- Salem, MA, US
- LinkedIn followers
- 500 followers
About Alexandria McNamara
Hi, I\'m Alex! I’m a creative marketer who thrives at the intersection of storytelling…
Experience
Sr Digital Content Specialist
Jul 2022 — Present · Boston, MA, US
Manage and maintain SimpliSafe’s internal and external knowledge bases, ensuring timely, accurate, and accessible information for customers and support agents.• Optimize content using SEO best practices, increasing article visibility and driving higher customer engagementEnsure all written and visual materials meet ADA and WCAG standards, promoting inclusivity and compliance• Script and produce video tutorials to deliver clear, concise demonstrations of product setup and troubleshooting steps, reinforcing Help Center content• Conduct product photography for the Help Center to enhance the clarity and visual appeal of support documentation• Collaborate with product managers and subject matter experts to develop content supporting new product and feature launches, aligning release timelines with support materials• Design, write, and train our external chatbot’s conversation flows serving as an additional self-service touchpoint• Partner with training teams to align content and agent materials, ensuring support staff are well-prepared for launches and new initiatives• Analyze weekly and monthly performance metrics (e.g. self-service success rate, deflection rates, article views, helpfulness ratings) to inform iterative improvements and strategy decisions
Education
Southern New Hampshire University
Bachelor of Arts (B.A.), Communication and Media Studies
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