Jennifer S.

About Jennifer S.

Jennifer Swallow is a controlled language expert who has brought her love of simplified…

Experience

1. Senior Technical Content Manager

   Splunk

   Apr 2020 — Present

   Built a new customer success knowledge center, Splunk Lantern, to support Splunk’s multi-year digital customer experience initiative • Grew the associated crowdsourcing program to expand the content base from 40 articles at launch to over 850 articles now by onboarding over 100 unique contributors • Achieved a user satisfaction content rating of 92.5% and won our vendor customer recognition reward for site utilization expertise two years in a row • Analyzed site metrics to implement improvements and promotional campaigns that have increased new users by 314% and returning users by 687% in the last year • Conducted annual, cross-functional reassessment of site information architecture and content features to support shifting customer support frameworks and improve site usability • Developed and managed team processes including publishing workflows, inventory management, user feedback gathering, content governance, and executive reporting • Aligned with other customer success initiatives to create a site roadmap and development strategy that facilitated the delivery of multiple value-acceleration programs in a consistent and seamless manner • Designed internal enablement to help customer-facing employees utilize site content so they can work better at scale • Mentored staff to facilitate career development and empower them to take on more project responsibilities • Managed vendor relations for Splunk Lantern and its multiple backend tools, as well as projects with internal cross-departmental teams to improve our service delivery

Education

• University at Buffalo

  BA, Social Sciences Interdisciplinary (International Studies)

• University of Denver

  MA, International Development Economics

Skills

• Project Management
• Curriculum Design
• English Grammar
• Content Development
• Microsoft Excel
• Teaching English as a Second Language
• Rally
• Microsoft Manual of Style
• Project Planning
• Technical Writing
• Editing
• Training
• Standardized Testing
• Wordpress Cms
• Confluence
• Instructional Design
• Proofreading
• Literature
• Teaching
• Spanish
• Powerpoint
• College Applications
• Adult Education
• Scholarship Applications
• Public Speaking
• Esl
• Academic Writing
• Research
• Madcap Flare
• Software Documentation
• Writing
• Teaching English
• Localization