Terrilyn Crawford
@terrilyncrawford
Technical writer turning product complexity into clear SOPs, manuals, and how-to guides that drive adoption.
United StatesWhat I'm looking for
I’m a Technical Writer at Samsung Electronics, creating SOPs, user manuals, and product guides for B2B and B2C audiences. I focus on aligning documentation with business needs and product launches while keeping content accurate and usable.
To keep knowledge current, I audit the Knowledge Base to archive older articles, update FAQs, and create new agent-facing content. I identify gaps and process improvements that help content connect to SEO and marketing strategies, and I build flowcharts and diagrams to reduce voice and chat contacts.
Before this role, I led customer experience and support work, including managing agents and running bi-weekly training on subscription services and CX programs. I partnered with product managers to increase digital subscriber engagement by redesigning the account portal, and I built training materials and how-to guides for agents and customer-facing users.
I also bring hands-on technical customer support experience—from troubleshooting downloads and software issues to reporting bugs and web glitches to Operations. Today, I still use that perspective to write documentation that’s grounded in real user needs, supported by tools like Zendesk and Qualtrics to measure feedback and continuously improve.
Experience
Work history, roles, and key accomplishments
Created SOPs, user manuals, and product guides for B2B and B2C audiences, auditing and updating knowledge base content to support product launches. Standardized documentation templates using AI tools and built flowcharts/diagrams to improve user understanding and reduce voice/chat contacts.
Customer Experience Manager
New York Magazine
Jun 2019 - Mar 2024 (4 years 9 months)
Managed a team of customer support agents and ran bi-weekly training on subscription services and CX programs. Streamlined print fulfillment with a third-party vendor, redesigned the account portal to increase digital subscriber engagement, and reduced ticket requests by 40% by implementing a chatbot tool.
Global Customer Care Advocate
Shutterstock
Oct 2017 - Mar 2019 (1 year 5 months)
Assessed customer licensing needs and provided technical support for downloading and software issues. Handled 60–80 inbound phone calls, emails, and social media tickets, reported web bugs to Operations, and generated leads/referrals to Sales.
Operations Manager
Workbetter
Nov 2016 - Aug 2017 (9 months)
Managed a team of 4+ Community Associates and conducted bi-weekly meetings to grow memberships across NYC offices. Onboarded employees to internal systems, set team KPIs to improve satisfaction, and monitored facility/office budgets and inventory reporting.
Community Associate
Workbetter
Jul 2014 - Nov 2016 (2 years 4 months)
Provided customer service to 200+ clients across 60 offices and troubleshot technical issues for executives and clientele. Set up new members in the user interface, coordinated contract updates in the billing portal, and supported onboarding with training materials and e-learning guides.
Social Media Coordinator/Support Rep
New York Habitat
Jun 2012 - May 2014 (1 year 11 months)
Served as the brand voice by creating consistent social article copy, weekly blogs, and supporting customer inquiries across social channels. Built a training manual, conducted phone surveys, analyzed Google Analytics to improve engagement, and helped identify website bugs.
Education
Degrees, certifications, and relevant coursework
University at Albany
Bachelor of Communications, Communications
Earned a Bachelor of Communications from the University at Albany.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
Interested in hiring Terrilyn?
You can contact Terrilyn and 90k+ other talented remote workers on Himalayas.
Message TerrilynFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
