Jeremy Person
- Role
- Head of Customer Education at Gusto
- Location
- Denver, CO, US
- LinkedIn followers
- 500 followers
About Jeremy Person
I’ve built and led world-class knowledge and content systems across tech and retail to…
Experience
Head of Customer Education
Apr 2021 — Present
I empower a team of five Content Strategists who write and maintain web content for support.gusto.com as well as our internal knowledge base. Accomplishments: • Led the successful creation and launch of a dynamic Help Center (support.gusto.com) aimed at proactively addressing customer inquiries and minimizing superfluous contact center inquiries. • Collaborated closely with the Data Science team to devise and implement the Article Contact Rate (ACR), an innovative metric that gauges customer interaction patterns by analyzing the last article referenced before initiating support contact. • Achieved more than a 2% reduction in unnecessary support volume by strategically aligning content within the Help Center with frequently escalated scenarios, resulting in improved operational efficiency and enhanced customer satisfaction.
Skills
- E-Commerce
- Enterprise 2.0
- Project Management
- Social Media
- Drupal
- Strategy
- Social Networking
- Innovation
- Content Management Systems (Cms)
- Strategic Communications
- Css
- Jquery
- Sharepoint
- Web Design
- Open Source
- Performance Improvement
- Web 2.0
- Web Analytics
- Marketing
- Mobile Applications
- Html
- User Interface
- Corporate Communications
- Online Marketing
- Usability
- Javascript
- Web Applications
- Xml
- Wordpress
- Mysql
- Leadership
- Html 5
- User Experience
- Information Architecture
- Web Development
- Efficiency Improvement
- Gamification
- User Interface Design
- Mobile Devices
- Cms
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