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Emily Cramton

@emilycramton

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CX-focused content specialist improving clarity, consistency, and customer experience.

United States

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What I'm looking for

I seek a CX-focused content role where I can create clear, empathetic documentation and templates, collaborate cross-functionally, and improve customer satisfaction and operational scalability.

I am a CX-focused content specialist with 5+ years' experience creating and maintaining customer-facing and internal content that improves clarity, consistency, and usability across support and operations teams. I translate complex processes into clear, empathetic content, standardize templates, and partner cross-functionally to align messaging with product and workflow changes.

I have written and maintained onboarding materials, SOPs, knowledge base articles, and high-volume customer communications, helping reduce repeat inquiries and increase customer satisfaction from 90.3% to 98.7%. I thrive in fast-paced, remote environments and focus on measurable improvements to CX through content, training materials, and process documentation.

Experience

Work history, roles, and key accomplishments

Current

Schools Purchasing Team Lead

Current

IXL Learning

Apr 2024 - Present (1 year 11 months)

Led CX content and internal documentation for a newly formed 5-person team after a product acquisition, standardizing customer-facing templates and onboarding materials that raised reported customer satisfaction from 90.3% to 98.7%.

Content Strategy Onboarding Knowledge Base Cross Functional Collaboration Zendesk Salesforce

Teacher Membership Specialist

IXL Learning

Mar 2022 - Apr 2024 (2 years 1 month)

Produced and edited high-volume empathetic customer communications (40–60/day) and authored internal reference documentation to align messaging and improve support consistency across teams.

Customer Communications Plain Language Writing Google Workspace Salesforce

Account Manager

MusicWindow

Aug 2021 - Jan 2022 (5 months)

Created customer-facing guides, training materials, and demos to support onboarding and product adoption, and documented workflows to improve internal alignment and usability.

Onboarding Documentation Remote Collaboration Content Editing

Customer Service Representative

HatCountry.com

Oct 2020 - Feb 2021 (4 months)

Wrote and edited customer-facing web copy and high-volume email support (50+/day), developed tone guidelines and response templates to improve response efficiency and CX consistency.

Customer Support Email Communication Copywriting Tone Guidelines Templates Fact Checking