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LILY MOESSEL
Santiago de Querétaro
Work Preference
Summary
Experienced communication strategist, driving knowledge culture transformation. Passionate architect of knowledge solutions to heighten the user experience and motivate learning. Enthusiastic cross-functional collaborator. Fearless learner of new technologies.
Overview
14
14
years of professional experience
Work History
Manager, Knowledge & Training
Petco
Santiago de Querétaro
10.2023 - Current
- Lead knowledge team responsible for technical documentation supporting 1,500+ U.S. stores.
- Administer JSM help centers and Confluence knowledge bases; own all support content and self-help guides.
- Create technical onboarding and training programs.
- Designed and implemented formal tracking process for knowledge requests, improving efficiency by 40%.
- Led complex migration of 3,000+ articles from ServiceNow to Confluence in under 6 weeks with zero loss of functionality.
- Member of Support Excellence team, reviewing and strengthening processes across 50+ support teams.
Senior Instructional Designer
Petco
San Diego
11.2019 - 10.2023
- Transformed the company's knowledge culture by centralizing and managing content with a strong focus on self-help, resulting in a 30% reduction of agent support efforts.
- Designed and launched the company's first IT support portal, serving over 25,000 partners.
- Directed over 100 knowledge platform (ServiceNow) enhancements and customizations to elevate support agent and partner experiences.
- Established support processes to improve synergy and drive alignment among business, development and support teams.
- Analyzed user metrics to continuously improve experiences and reduce support needs.
IT Project Manager & Scrum Master
Petco
San Diego
10.2017 - 11.2019
- Led cross-functional teams to implement IT solutions aligned with business goals.
- Coordinated with stakeholders, customers, vendors, and team members to ensure successful project implementation.
- Oversaw budgets for project, tracked expenses and timelines, and communicated with key stakeholders on milestones.
- Drove transformation to an agile framework across multiple teams.
- Led workshops to educate teams on agile methodologies and best practices.
- Served as scrum master for mobile application and store technology teams.
Technical Writer / Analyst
Petco
San Diego
05.2017 - 10.2017
- Led User Acceptance Testing (UAT) for complex software solutions, coordinating test data, environments, and reporting.
- Conducted documentation audits and usability testing to improve navigation and user experience.
- Contracted under CDM Technology
Documentation Architect
MindTouch
San Diego
08.2015 - 03.2017
- Elevated new visitor traffic to online support site by 30% through information architecture overhaul, content optimization, and SEO enhancements.
- Designed and implemented documentation processes for new product features to enhance user experience.
- Translated complex technical content into user-friendly materials and reduced help desk tickets by 20%.
- Created marketing materials to educate clients and increase product awareness.
Technical Writer and Editor
Northrop Grumman
San Diego
04.2012 - 08.2015
- Developed user manuals and technical documentation for complex systems.
- Edited and reviewed technical documents for clarity and accuracy.
- Developed editorial and formatting standards, facilitating team transition to new content management system for improved workflow.
- Oversaw end-to-end documentation process, managing configuration, version, and change control to ensure accuracy and accessibility.
Education
MA Linguistics - Pragmatics & Discourse Analysis
University of Stellenbosch
01-2011
BA English Literature -
California State University, Bakersfield
01-2008
Skills
- Knowledge management
- Technical writing & editing
- Verbal & written communication
- User experience design
- Web analytics & data analysis
- Cross-functional collaboration
- Agile project management
- Process improvement
- Confluence, Jira, JSM, ServiceNow
- Microsoft Office
- HTML
- German (native)
- English (native-level)
- Spanish & French (basic)
Prior Roles
- Literary Editor
- Documentation Specialist
- Securities Compliance Specialist
- Newspaper Production Assistant
- Print Production Manager
Languages
German
Native
Native
English
Proficient (C2)
C2
Spanish
Intermediate (B1)
B1
French
Elementary (A2)
A2
Timeline
Manager, Knowledge & Training
Petco
10.2023 - Current
Senior Instructional Designer
Petco
11.2019 - 10.2023
IT Project Manager & Scrum Master
Petco
10.2017 - 11.2019
Technical Writer / Analyst
Petco
05.2017 - 10.2017
Documentation Architect
MindTouch
08.2015 - 03.2017
Technical Writer and Editor
Northrop Grumman
04.2012 - 08.2015
MA Linguistics - Pragmatics & Discourse Analysis
University of Stellenbosch
BA English Literature -
California State University, Bakersfield