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@gracebrunina
Senior Technical Writer with 8+ years creating documentation that reduces support and boosts retention.
I am a results-driven senior technical writer with 8+ years designing documentation and onboarding that scale SaaS support and retention.
I have authored 1000s+ SOPs, user manuals, and help articles and built knowledge ecosystems that cut configuration issues by 40% and sustained an 8:1 content-view-to-support-request ratio.
I have led remote teams and cross-functional programs to scale digital offerings for hundreds of thousands of users, achieving 95% retention during migrations and improving first-contact resolution to 65% through behavioral analysis.
I work with analytics, AI-powered content, and tools like Intercom, Confluence, and Elevio to create self-service solutions, tiered education, and measurable onboarding programs that drive KPIs.
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Work history, roles, and key accomplishments
Updater
Aug 2023 - Jun 2025 (1 year 10 months)
Led onboarding and support ecosystems for 1,000+ users, reducing configuration issues by 40% and achieving a 65% first-contact resolution rate; authored 200+ SOPs and maintained an 8:1 content-view-to-support-request ratio.
NBC Sports Next
Aug 2021 - Aug 2023 (2 years)
Scaled digital programs to 500,000+ users, reduced escalations by establishing a tiered customer academy, and achieved 95% retention during an end-of-life migration while driving 75–96% content deflection via analytics optimization.
SportsEngine / Sports Illustrated Play
Jan 2016 - Aug 2021 (5 years 7 months)
Led content team to reduce support inquiries by 71% via in-app documentation and streamlined automated onboarding for league implementations, increasing feature adoption and standardizing style guides.
Degrees, certifications, and relevant coursework
Bachelor of Business Administration, Business and Technology Management
Completed a Bachelor of Business Administration with a concentration in Business and Technology Management.
Software and tools used professionally
You can contact Grace and 90k+ other talented remote workers on Himalayas.
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