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Jacqueline Thomas

@jacquelinethomas1

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Senior Technical Writer at Wellspring who tuned an AI knowledge-base assistant, reducing incorrect responses by 85%.

United States

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At Wellspring, I grew a customer-facing SaaS knowledge base, authored roughly 300 new pages, and built a second knowledge base from scratch for a product launch. I also trained and tuned an AI knowledge-base assistant, reducing incorrect AI-generated responses by 85%.

As a freelance technical and content writer, I’ve built knowledge bases, SOPs, and documentation systems for 25+ clients. I’ve also written SEO-focused content for SaaS, IT, UX, and AI clients, and created onboarding documentation that cut onboarding time by 75%.

Experience

Work history, roles, and key accomplishments

Current

Freelance Technical & Content Writer

Current

Self-Employed

Jan 2007 - Present (19 years 8 months)

Served 25+ clients over 19 years, building knowledge bases, SOPs, and documentation systems. Authored onboarding documentation that cut onboarding time by 75%.

Technical Documentation Knowledge Base SOPs Onboarding documentation Document Lifecycle

Senior Technical Writer

Wellspring

Jan 2022 - Jan 2026 (4 years)

Grew and maintained a customer-facing SaaS knowledge base, authoring hundreds of pages and training an AI assistant to reduce incorrect responses by 85%. Delivered documentation for quarterly releases and created customer education content.

Technical Documentation Knowledge Base AI Agent Knowledge Bases AI Assistant Tuning User Guides API Documentation Release notes Content Strategy Madcap Flare DITA XML HTML CSS Git Markdown Confluence Jira Zendesk Swagger OpenAPI ReadMe.Io

Content Strategist / Content Writer

Audience Ops

Jan 2015 - Dec 2025 (10 years 11 months)

Wrote 500-1000+ SEO-focused articles for 50+ SaaS, IT, UX, and AI clients, with many ranking in top 3 Google results. Developed editorial calendars and mentored a team of writers.

SEO Content Strategy Technical Writer Editorial Calendar Content Publishing Workflows Mentorship Editing Explainable AI

Technical Writer

TouchNet

Jan 2022 - Dec 2022 (11 months)

Maintained and expanded documentation for a regulated software product, contributing roughly 100 new pages within a structured document-control environment. Updated content for product releases and compliance standards.

Technical Documentation Document Control Compliance User Guides Release notes