ANGELA DOUGHERTY
Toronto |- |-| ca.linkedin.com/in/doughertyangela
EXPERIENCE
Technical Writer; Training; Client Success; Quality Assurance; Content Marketing; Product Specialist
ReCharge Payments - Toronto – Dec 2016 – Present
Authored and managed the Knowledge Base, ensuring clear language, resulting in reduced support inquiries
Redesigned Knowledge Base layout with efforts to improve UX and searchability
Provided detailed feedback on new features and designs as a member of Quality Assurance
Spearheaded instructional design of employee training and onboarding, including authoring the employee handbook
Audited automatic email notifications that are sent to clients
Analyzed complex recurring payment and shipping issues via HelpScout and Intercom to stay in touch with client pain-points
Adapted quickly to the ever-changing remote culture of a tech startup, closely tracking projects with Trello
Attended Write the Docs technical writers conference in Portland on the art and science of information delivery
Volunteered during this time for Big Brothers and Sisters
Support articles authored: http://support.rechargepayments.com
Account Manager; Content Architect; Executive Assistant (to CEO & CTO); Quality Assurance
Retreaver Inc. (Formerly CallPixels LLC) - Toronto – Nov 2014 – Nov 2016
Placed as head of the entire affiliate/performance marketing division of the company’s clients
Created and managed client flow and outreach strategy, personally onboarding over 3000 new clients
Facilitated monthly revenue increase by 1150% in the first year via massive onboarding documented in PipeDrive
Provided all ongoing support as sole account manager via ZenDesk, phone, tickets, and Skype
Authored and managed the entire support documentation portal, updating as the platform expands
Reduced fraud by identifying and monitoring suspicious activity, also teaching our anti-fraud Sift Science flagging patterns
Continuously endeavored to improve the quality of the UX and client journey, both internally and externally
Entertained celebrity guests and hosted Retreaver-sponsored VIP events at various affiliate conferences
Identified and severed ties with problem-clients by comparing revenue metrics to support load
Conceptualized, created and personally moderated a digital marketplace for clients, consequently increasing revenue
Absorbed the bulk of the CEO’s duties when he stepped down, leaving myself and the CTO to run the company for a year
Conducted over 500 personal platform demos, covering advanced functionality and following up to ensure client success
Designed an interactive client education walkthrough of the application outlining technical procedures using Walk Me
Organized time effectively, as all these tasks were carried out remotely from a home office
Recorded IVR tree voiceovers for Retreaver’s main line and several client’s phone systems
Support articles authored: https://support.retreaver.com/author/angela
Tier 2 Technical Support; Floor Support; Trainer
Teletech - Orillia - 2007 - 2011
Offered troubleshooting for internet, text and calling for Sprint Nextel phones at a consistently high volume
Assisted new agents as floor support and trained over 150 agents on how to use new proprietary VOIP software
EDUCATION
Diploma in Computer Networking Systems
Seneca College - 2013 – 2014 - Toronto
Studied the design of network topology, scripting with PowerShell, and system administration
Employed as Group Mentor, advising a dozen students while assisting in designing the mentoring program
Volunteered as an Orientation Leader for two semesters and moderated the unofficial Seneca subreddit for three years
Certificate in Electrical Techniques
Sheridan College – 2011 - 2012 – Oakville
Studied building prints/schematic diagrams and Canadian Electrical Code Standards combined with an industrial component
Volunteered during this time at Habitat for Humanity
