Tania Teneyck
Content Strategist @Alma
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WORK HISTORY
Content Strategist @Alma
Translate difficult and esoteric insurance and technical content into straightforward and accessible resources that providers and clients can use to achieve the outcomes they’re looking for- Design inclusive multi-channel messaging strategies to engage providers and clients, so that they are informed and empowered with the information they need to use our product and services- Manage resources (including our CX Style Guide) to enable consistent content across the full Alma support ecosystem (including Support Center, AI tooling, and customer interactions)- Analyze and optimize content performance by using data to identify how our data is and isn’t meeting customer and business needs- Provide end-to-end project management for technical writing requests, including setting messaging strategy, writing deliverables, and getting stakeholder buy-in for final alignment before publication- Develop future support content strategy and iterate over time, with the goal of building Alma’s support content into a value-adding product in its own right.
EDUCATION
Concordia University Irvine
Bachelor's degree, English
The University of Texas Permian Basin
Master's degree, Business Administration and Management, General
ABOUT TANIA TENEYCK
EXPERTISE - Strategic Content Manager with 10+ years of experience leading customer care initiatives, end-to-end agent and customer journey design, and cross-functional communications. Proven track record in launching new lines of business, driving learning and development strategies, and managing vendor partnerships. Spearheaded the first-ever Spanish Help Center experience on Walmart.com, directly supporting Walmart’s multicultural customer base. Delivered measurable results including a 6% increase in CSAT, 8% boost in learner retention, and a 10% reduction in Contacts Per Order (CPO) and Average Handle Time (AHT) through optimized content and communication strategies.In my most recent role, I took ownership of the strategy and implementation of a new line of business, Walmart Business & partnered on the re-design of Walmart.com’s entire Help Center to reduce CPO rates and increase self-serve rates.My responsibilities have included managing various types of content found on CMS platforms such as the Walmart Help Center, COVID-19 messaging, Walmart Business Help Center, 3rd party Marketplace, ChatBot, and Membership Rewards (Walmart+)I lead all content development for the holiday season and ensure timely updates on the Confluence page- SKILLS - • Languages: Bilingual - Fluent in English & Spanish• Content Strategy & Knowledge Management: Help Center & Knowledge Base Optimization, Content Lifecycle Management, Creation & Updates, Self-Serve Design, SEO for Support Content, Spanish Tranlsations, HTML• Communication & Program Execution: Customer & Agent-Facing Communication, CARE Communications, Crisis Messaging, SOP Development• Training & Learning Experience Design: Curriculum Development, Adult Learning, vILT/eLearning, Train-the-Trainer Programs• Data-Driven Decision Making: KPI Dashboards, Data Storytelling, Business Impact Reporting, CSAT Analysis, Kirkpatrick Evaluation (Level 1–4)• Tools & Platforms: Confluence, Wrike, QuickBase, Tableau, CMS/LMS Platforms - WORK ETHIC - I am driven by the belief that it only takes one spark to start a blaze, and I am committed to igniting growth and success through my work.Let\'s connect and explore how we can collaborate to achieve remarkable results!
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