Diane Gilleland

Experience

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  Craftypod Media

  Jun 2006 - Nov 2014

  Freelance Content Producer, Author, Podcaster, Blogger

  I wrote and photographed instructional content for print magazines, book publishers, and content portal websites. I taught online courses for creatives in effective blogging, social media engagement, and producing online classes. I also taught live courses for local retailers and industry trade shows.I produced and published the Craftypod blog and podcast, which had a peak audience of 100,000 page views per month and over 10,000 listeners. A "greatest hits" version of the site can be found at craftypod.com. Show less

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  KEEN

  Nov 2014 - Jun 2016

  Dealer Service Representitive

  I supported KEEN authorized retailers via phone and email, including order and returns processing, inventory checks, resolving shipment errors, and tracking shipments. I also supported a team of five outside sales representatives in troubleshooting shipment/delivery issues, verifying inventory availability, and day-to-day customer communications.

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  Palo Alto Software

  Jul 2016 - Mar 2019

  I built learning experiences to help our customers write better business plans, build financial forecasts, and use their data to make smart business decisions. I made online courses and instructional videos, maintained two product help centers, conducted live webinars, and wrote content for our company blogs. I helped an international customer base with using business plan-writing software and understanding the accounting concepts involved in forecasting. Delivered teaching and troubleshooting with clarity and courtesy by phone, email, and live chat. Maintained an average customer satisfaction rate of 97%.

  • Customer Success Content Specialist

    Mar 2017 - Mar 2019

  • Customer Advocate

    Jul 2016 - Mar 2017
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  Qwilr

  May 2019 - Dec 2022

  Customer Support & Education Lead

  I worked with international SMB customers, creating empowerment through email and live chat support, documentation, and learning content. I troubleshot software issues and worked with our product team to surface customer needs and feedback.I maintained internal docs for support agents to use in troubleshooting and policy recall, and customer-facing docs to explain the app and its integrations.I also hosted onboarding and training calls to help new customers solve problems and gain traction in the app quickly. I created and delivered live webinars on product features and use cases. Show less

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  SendOwl

  Feb 2023 - Nov 2023

  Technical Writer: User Operations

  I created help center articles, videos, and webinars to help new users (and experienced ones) see all they can do with SendOwl.Taking over an existing help center, I added a layer of content aimed at the specific jobs a new user needs to do. Beginners can now search for the outcome they want, like releasing an online course, and find friendly content outlining this journey.Looking at analytics and support tickets, I saw that users tended to be confused about SendOwl's flexible selling tools. I created a set of short explainer videos demonstrating transactions from both the seller and buyer sides. Show less

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  The Wall Street Transcript/MeetMax

  Apr 2024 - now

  Knowledge Base Writer

  I'm growing a Knowledge Base to help MeetMax clients produce great events.