About:
Alan has experience in a number of industries, including scientific research, information technology, shipping, finance, and telecommunications, most notably over 15 years' experience creating policies, methods and procedures, and customer facing web support content for leading telecommunications providers. Alan has spent much of his career shaping the customer service environment through process improvement, including influencing hundreds of projects and programs to ensure that support is always optimized for customers.

Alan holds a Bachelor of Arts degree and a Green Belt Six Sigma certification.

Key Projects:

• Creating customer facing web support content with nearly 500,000 article views each month
• Optimizing customer support to ensure consistency across all customer channels
• Leading a continuous improvement team to improve customer facing processes, resulting in reduced call handling time, reduced transfers, and overall reduced volume of inbound calls
• Developing customer simulations to test new product launches on internal processes and customer experience

What our clients are saying:
"I want to call out Alan for always his positive attitude when thrown into brand new areas with fast turnarounds"

Read Alan's blog posts

About:
Sara Hunter has 10 years of experience writing, editing, and managing content across a wide variety of fields. During her time at Irrevo, she has helped execute a multifaceted content migration for a healthcare industry client, managing over five thousand knowledge base articles. She is currently writing and developing support content in preparation for the rollout of a high priority initiative for a telecommunications client. In her role as Development Editor at McGraw-Hill Education, she transformed narrative-based texts into multifunctional digital tools. She is based in New York City.

About:
Beverly has 30+ years of experience in managing design and production processes for broadcast, Fortune 500 communications projects, instructional design, research, site optimization, and writing across various media platforms. Her extensive background includes broadcast news, sports, promotion and commercial production, multimedia design for communications, eLearning programs, and websites, coaching talent and presenters, and developing and managing A/V production for educational and corporate programming. She draws from years of working with business leaders, stakeholders, national and international subject matter experts/innovators, and proletarians, along with people of diverse technical, artistic, and ethnic backgrounds. Directing programs with teams comprised of various professional experiences gives her the ability to understand, communicate, and relate to a wide demographic, ensuring the right messages are delivered clearly, and with maximum impact.

Key Projects:

• Managing communication leadership training as part of an employee career development program to improve collaboration with associates and facilitate knowledge transfer in a challenging and engaging manner
• Developing simulations to train refinery employees across the board on hazardous identification methodologies resulting in higher safety ratings
• Optimizing customer support to ensure consistency across all customer channels

Recognition:
Communicator Award of Distinction, The Headliners Foundation Broadcast Achievement Award, Aurora Gold Award, Emmy Nomination, IRIS - National Association of TV Programming Executives, IRIS Best of Show - National Association of TV Programming Executives, and Texas Associated Press.

Community Involvement:
Beverly supports the America's Future Series, a non-partisan organization that hosts events featuring prominent business, military, government, educational and other thought leaders to raise awareness and encourage dialogue on issues affecting U.S. Global Competitiveness.

What our clients are saying:
"Beverly's experience and excellent organizational skills with global audiences contributed to the success of an extensive blended learning course throughout multiple businesses of our corporation. Bravo!"

About:
Christine has 10 years of experience in writing, editing, and content strategy. She's been an editor in book publishing and magazines, a copywriter, social media maven, and project manager for digital agency projects, and recently has been working in technical copy strategy, digital experience, and knowledge management.

In addition to scrubbing and sparkling up content, Christine loves to work on projects that improve user experience and organizational efficiency, whether it's rewriting and restructuring a major site landing page, coordinating across departments to update outdated messaging, or building internal user guides to record and streamline processes. While Christine is optimizing your content strategy and user experience, she's also keeping your commas in check.

Community Involvement:
When she's not poring over FAQs, Christine enjoys gardening and volunteering at a local farm co-op. In the past, she's dedicated time to non-profit communications organizations, such as serving as a founding member and news director for CHIRP, an independent community radio station in Chicago.

What our clients are saying:
"Christine's positive attitude and determination to make a difference within our group have helped keep our team moving forward in 2014 and these qualities continue to make her an integral part of the Internet Content team."

About:
Chuck brings 25 years of experience of delivering IT Services with an emphasis on Customer Support, IT Service Management, and Process Improvement. As a Knowledge Strategist with Irrevo, Chuck supports the Leadership team by providing strategic and tactical approaches to deliver products from the Irrevo Service Portfolio.

About:
Meticulous and detail-oriented are words often used to describe Dawn. She's a technical writer that's honed her writing skills managing content for both internal and external users, as well as a business systems analyst documenting and managing business requirements and test documentation throughout the project lifecycle. Dawn is also very adept at handling and learning new technology.

To help others use technology effectively, Dawn earned a Certificate in User-Centered Design and applies these principles to knowledge management, including following accessibility requirements and guidelines to make content accessible to all users. She also holds a Master's degree in English from Western Washington University.

Key Projects:

• Worked as the business systems analyst for a project launching a new product line for customers with low or no credit scores to make mobile technology accessible to more people.
• Performed gap analysis of internal content knowledge management sites and revised content to standardize processes.
• Performed gap analysis of documented processes, procedures, and tools for teams that were consolidating their workflows to identify areas where the processes were not in alignment.

What our clients are saying:
"Dawn 'I Can Help You with That' Tarpinan is a heavily relied upon and trusted content advisor. She is a wealth of knowledge and brings that expertise to the content that she manages. She's worked on numerous projects over the past year. She's a valued member of our team. I'm lucky to have her."

About:
Denise is an experienced technical writer and knowledge strategist. She is known for her ability to quickly and efficiently immerse herself with the product, service, process, or UI experience to assess opportunities. Her specialties include creating technical documents, validating and testing processes, and managing scope/level of effort/resources to meet deadlines are all strong suits. Denise confidently and easily transitions from a support to leadership role, and vice versa.

She's skillful in creating content standards, templates, and quality checklists for concise and consistent knowledge. She's also an accomplished script writer for videos demonstrating tasks and promoting self-service.

Key Projects:

• Deep dive analysis of customer task-related pain points using various touchpoints, e.g. internal global search, customer surveys and verbatim, navigation of UIs, external search engines, YouTube, etc.
• Numerous audits of customer facing support site for duplication and conflicts. Consolidation of knowledge to create precise taxonomy and support articles for consistent support experience.
• Stakeholder in launch of customer interactive resources, easy to scan landing pages, and knowledge to support enterprise initiatives, business growth, and changes to systems and UIs.

Community Involvement:
Denise is an active Boy Scout and Girl Scout volunteer, a youth sports booster club member, and volunteers for a number of events within her community.

What our clients are saying:
"As always, it's great to know that we can count on Denise to go the extra mile."

Read Denise's blog posts

About:
Erik most recently spent 8 years at ESET, an anti-malware and security company, where he built the technical writing/online support team and managed ESET's KCS program for the last five years. When he's not working, Erik likes to spend time with his wife and two dogs, and he enjoys playing rec league basketball where he holds the title of World's Most OK Player. Erik also juggles torches and knives at a slightly higher level than his basketball skills. His favorite authors are Cormac McCarthy and Kurt Vonnegut, and he thinks people are generally good.

About:
Kristin is a technical writer and strategist with a background in language education, creative writing, and the development and optimization of highly navigable customer-facing content targeted to a broad range of audiences. She has had the pleasure of partnering with SMEs from around the world to make complex concepts and ideas clearer and more accessible to those who consume them. Kristin takes great pride in connecting people to products, businesses, innovations, and to each other through smart and deliberate documentation. She holds a B.A. in English Literature and Writing from The University of Texas at Austin, and lives near her alma mater with her family.

About:
With 21 years of experience, Elizabeth is a writer, editor, project manager, and strategist. She possesses expertise in managing multiple high-level projects with stakeholders from the C-level and subject matter experts to sales professionals and customer service agents. Elizabeth created a variety of materials that span the legal, technology, staffing, medical, and business process outsourcing industries.

Elizabeth holds a Bachelor's degree in Journalism from the University of South Carolina. She leverages her writing and web project management background to streamline and simplify web copy for all audiences.

Key Projects:

• Served as the content strategist, content quality analyst, and primary copywriter for a leading Fortune 100 technology company
• Served as web marketing project manager for Fortune 500 staffing company's internal and external websites
• Served as the main SEO copywriter for a customer care outsourcing company's internal portal and public websites
• Created technical guides to document internal processes

What our clients are saying:
"I appreciate Elizabeth and depend on her productivity and technical execution. I am glad she is a member of my team and look forward to our continuing relationship."

About:
Gary has twenty five years of experience in knowledge management. He has been consistently recognized for his superior ability to capture and translate business needs into functional and technical requirements and design documents. He is a widely recognized expert in the application of case based reasoning technology.

Gary has assisted hundreds of clients in delivering self-service content for customers on the web and agent-facing content for internal contact center use. He has extensive experience in leading KM design sessions that define the overall content design, content import/content mapping strategy, the UI screens for the deployment, and the key touch points for integrations with other third party software.

Gary also provides expert assistance with the creation of RFPs, guidance through the vendor selection process, and the creation of KM project plans.

About:
Jacqueline Newton is a writer and editor with more than 20 years of experience that encompasses technical writing, digital content development, marketing communications, and proposal management. Her expertise includes leading cross-functional content development teams, facilitating strategy sessions to understand customers' needs, and working with SMEs and technical staff to create content that meets those needs. An avid researcher, she also enjoys conducting market and competitive research to understand the current landscape. Jacqueline also brings a strong, customer-focused foundation to her clients as a result of her customer service work within the IT, financial, educational, and call center environments.

Key Projects:

• Led cross-functional, inter-office content development teams for a wide range of opportunities in the Architectural/Engineering/Construction industries
• Served as national and international website content editor and marketing copywriter for the IT Services division of a Fortune 1000 staffing company
• Created user manuals, style guides, and editorial procedures for various organizations

Community Involvement:
Jacqueline is a member of Kingdom Restore, her family's organization that operates in the Caribbean. Kingdom Restore meets felt needs by utilizing its resources to improve quality of life, eradicate poverty, and restore the dignity of those it assists.

About:
Jak has experience in content strategy and creation, including writing, editing, and branding. He's well versed in support content, marketing copy, production systems, SEO, SEM, and BI.

Jak advocates a clean approach for effectively engaging users, firmly believing that content strategy and implementation should primarily serve the user. Thus, he strives to make content relevant, accessible, and appealing (emotionally, intellectually, and aesthetically. In his non-work time, Jak writes and edits novels of speculative fiction. Seven of his novels are in print from respectable publishers, and books he's edited have won awards.

Key Projects:

• Establishing and maintaining editorial guidelines and processes for support, marketing, and technical content
• Writing user-facing support copy, marketing materials (messaging and collateral), and technical documents for countless projects
• Applying business intelligence and customer feedback data to improving user experience, user assistance, and information architecture

What our clients are saying:
"Jak has a very practical approach. His recommendations are concise, sensible, and helpful. His writing shows an artful craft approach that I really appreciate."

About:
Maggie spent almost a decade in high school classrooms spreading her love of language before moving into the world of technical writing, content design, and knowledge management. Since her immersion in the technical writing world, she is known for pin-pointing problem content, finding root issues, devising solutions, and executing changes to provide better experiences for clients and customers.

She assists in creating standards, checklists, and style guides for a consistent knowledge base and continually strives to include best practices in her work and those who work with her.

What our clients are saying:
"Maggie continues to be the glue that holds the Internet content team together and her hard work and dedication to her work and our group are greatly appreciated."

About:
Jared has spent 17 years creating content for the software, banking, telecommunications, and healthcare industries. Jared has created user guides, online help systems, context-sensitive help, e-learning solutions, technical reference guides, knowledgebase systems, release notes, white papers, blog posts, website content, marketing material, frequently asked questions, audit documentation, FrameMaker templates, and more.

With a Bachelor's Degree in Writing and a Certificate in Technical Writing, his specialty is communicating technical information to the appropriate audience.

Key Projects:

• Creating a knowledgebase using Google Docs and Desk.com
• Managing documentation projects for the Reporting team in an agile developpment environment
• Creating user guides using FrameMaker and PaintShop Pro

Community Involvement:
Jared volunteers regularly with 350 Seattle, an environmental group in Seattle fighting climate change.

About:
Luis is an experienced technical writer with a wide array of skills in knowledge management, data analysis and business development in the fields of telecommunications, retail, and defense contracting. His reputation as a creative problem solver has saved companies tens of millions of dollars by using metrics to drive productivity while improving the customer experience.

Key Projects:

• Serving as a bilingual liason while integrating the Puerto Rico operations with a mainland company.
• Created a Credits & Adjustment tool to assist frontline reps determine if a credit is required for a billing error or customer inconvenience, process the credit, and generate account memo
• Managing knowledge base for subsidiary to align with parent companies methods & procedures
• Created equipment repair program across retail stores in Puerto Rico to eliminate false claims while providing a consistent customer experience

Community Involvement:
Luis and his family enjoy donating their time to Habitat for Humanity.

What our clients are saying:
"Luis is truly a team player and 'partner' in working to improve our content, customer satisfaction and overall line of business"

About:
Laurie's experience includes knowledge assessment, project planning, implementation, and ongoing optimization and management of knowledgebase support content to assist customers and employees to achieve goals of the organization and support KPIs. Laurie's known for her expertise in data analytics, successfully implementing web analytics suites to measure defined KPIs of the organization. The analytic suites she has worked with includes Business Objects, Coremetrics, SiteCatalyst (Omniture), HBX (Omniture), WebTrends, Google Analytics and Kana, ATG/Primus. Her web analytic expertise help organizations understand their current state while mapping that data to the goals of the organization and identifying areas of opportunities to help meet those goals.

Laurie's experience in the customer support world started by providing assisted support for various companies working her way into management roles, leading elite internet security teams to a banking support team of 30 agents. Her passion for metrics and efficiencies led her to a Web Analytics manager role, where she implemented HBX (Omniture) for 18 clients and led a team of 6 data analysts. Today Laurie's passion is still in the data which drives her successful knowledge management practices that meet the goals of the organization.

Community Involvement:
Laurie has volunteered at animal shelters, fostered several dogs for the New England Lab Rescue (NELR), and helped transport dogs to their new homes.

What our clients are saying:
"Laurie's productivity and commitment to our goals is unique and very special."

About:
Letetia has provided knowledge-based technology, instructional systems design, coaching, change management, ISO 9000 quality, and facilitation services for organizations and clients. She is known for her project, program, and people leadership.

Key Projects:

• Developed LEED certified training program for construction and site engineers
• Developed diversity and inclusion awareness training for senior leaders
• Oversight for corporate university programs: coaching, leadership, and trainer
• Developed succession planning for mass transit bus leaders
• Developed merchandising curricula for a community college

Community Involvement:
Letetia is passionate about making affordable housing accessible to all and donates her time to Habitat for Humanity.

What our clients are saying:
"Letetia has done a great job at meeting with stakeholders to manager various video projects."

About:
Stefan is a well-established expert in the Knowledge Management profession. With over 20 years experience, his hands-on expertise include knowledge capture and transfer methodologies and processes, social networking for business, content and document management systems, information architectures and Knowledge metrics.

Key Projects:

• Developed and implemented Knowledge Management strategies for multiple large, international clients
• Defined and operated global Knowledge performance metric dashboards
• Established and managed business social networks in a 'knowledge-as-a-service' model
• Designed and implemented global intranets that allow for active knowledge capture, distribution and workflow

Community Involvement:
Stefan improves the lives of families and children locally and globally through volunteering with organizations like the YMCA, 'Feed the Starving Children' and UNICEF.

About:
For over 17 years, Jason has helped global enterprises implement knowledge programs, systems, and best practices to reduce support costs, improve overall customer experience, and drive online support success. He's KCS certified and a judge for the ASP's "The Year's Ten Best Web Support Sites.

Read Jason's blog posts

About:
Brent has extensive experience helping global brands realize the promise of increased customer satisfaction, call deflection, and reduced costs within their self-service support initiatives. His background in the industry spans roles in business development, consulting, account management, and sales.

About:
Designing and optimizing for great user experiences has been Kyle's focus for over 15 years. Kyle leads our marketing initiatives and ensures that our KCS Aligned℠ software, KnowledgeAQ, is the industry's leading review tool so we are sure to deliver at the highest level for our clients.

Read Kyle's blog posts

About:
Lori's career has focused on leveraging content to drive great customer experiences. She has driven successful multi-channel knowledge management strategies, programs, and teams. Lori works closely with our clients to ensure their content initiatives run smoothly from concept to delivery.

About:
Vanessa has an extensive background in project planning and execution as well as managing internal operations. Her focus is managing and maintaining relationships with our internal teams and clients to ensure successful implementation.