Plan and write content for Bing Ads help articles, as well as web, desktop, and mobile interfaces, focusing on simplifying task completion and improving the advertiser experience. Collaborate with cross-functional teams (product management, UX, development, marketing, support, and localization) to ensure that content meets Microsoft quality standards. Engage with partners to identify pain points for our customers and use that knowledge to continuously improve our content.

Manage product direction and delivery of Expedia and Hotels.com Asia-Pacific Customer Support Portals. Collect, write, edit, and publish knowledge-base content, collaborating with business operations, legal, and localization teams. Perform reporting and data analysis on site usage and effectiveness in reducing customer support calls. Analyze and document business processes for relevant content creation.

Managed projects aiming to increase cost savings and improve existing processes. Collaborated with business sponsors and key stakeholders in the development of project goals.

• Worked with business sponsors, product managers, product development managers and other stakeholders in the development and review of project proposals to determine project goals and launch project initiatives.

• Led project planning efforts to determine project scope, staffing needs, scheduling, identify risks and issues and develop contingency plans. Facilitate the project kick-off with project team members and appropriate stakeholders.

• Managed the day-to-day details of the project (coordinating with project team members and resource managers as appropriate) including the plan, schedule, resources, task assignments, scope, budget and risks.

• Led the effort in creative approaches to problem solving and quality deliverables supporting business needs.

• Reported schedule, budget, and delivery details to project stakeholders.

• Facilitated project meetings focused on status reporting, problem resolution, feedback, fostering open communication within the team on project planning and execution.

• Maintained project management deliverables including the project plan, project schedule, status reports, meeting minutes, issue logs and any other documentation related to the management and administration of the project.

Wrote new hotel descriptions and resolved change requests submitted by hotels and internal customers. Cases ranged from simple to very complex requests. Worked closely with market managers, hotel partners, international content teams, star ratings teams, destination services teams, and geography teams.

• Edited and proofread hotel content changes

• Managed and maintain hotel content tracking database

• Addressed change requests, clarifying details when necessary and making changes in appropriate parts of the descriptive text and bulleted attributes, while adhering to in-house style guidelines

• Sent first response to cases within 24–48 hours from the date/time received; 72 hours is acceptable for more complicated requests and during spikes in case volume; five business days is the outside limit

• Provided excellent customer service by responding in a professional manner upon completion of the request; or, when necessary, by explaining why certain parts of the request could not be fulfilled

• Worked efficiently towards daily targets and team metrics

• Wrote new property descriptions based on information provided by the property

• Provided project support as required to meet overarching content goals

• Well-versed in hotel Content style guidelines and vigilant in employing them