EVA VALENTI-BIRD
Napa
Summary
Results-driven management professional with solid background in optimizing information flow and knowledge sharing within organizations. Proven track record of implementing effective strategies that enhance team performance and streamline processes. Known for fostering collaboration and adapting to evolving business needs, with focus on leveraging technology and communication skills.
Overview
11
11
years of professional experience
Work History
Knowledge Operations Manager
Nextdoor Inc
03.2021 - Current
- Launched and manage a Salesforce-hosted internal knowledge base, writing articles for 10+ LOBs and implementing regular design, taxonomy, and functionality updates based on user feedback and conduct regular 'health checks' to ensure article accuracy.
- Designed a form for product specialists to request articles and a feedback mechanism for agents to identify gaps and confusion points
- Analyze DSAT drivers and associated templates to identify root causes (product/policy, support process, or documentation gaps); collaborate cross-functionally to resolve issues and update policies/processes.
- Optimize content for AI ingestion and search recommendations.
- Manage diverse copy libraries, including prewritten responses for customer support, auto-responses for inbound emails, and internal/external knowledge bases.
- Collaborate with product marketing, legal, and operations teams to document policies and feature behavior for diverse audiences, including ESL users, external customers, and AI chatbots.
Co-lead, Rainbowhood (LGBTQ Employee Resource Group)
Nextdoor Inc
01.2023 - 12.2024
- Co-led the company's LGBTQ Employee Resource Group (ERG) for 2 years
- Led support groups and digital hangouts, pride events, sourced vendors, coordinated cross-ERG digital mixers
- Managed ERG's budget and worked with AP to secure vendor contracts and submit expenses
- Acted as a peer resource, advocate, and confidante for Nextdoor's LGBTQ community
- As a company 'culture carrier' at 2 annual ERG summits, attended lectures on DEI best practices from industry leaders
Compliance and Procurement Coordinator
Credit Karma Inc
12.2019 - 03.2021
- Reviewed and project-managed marketing emails to ensure timely delivery and compliance with internal policies
- Processed external partners' feedback and requests around email and onsite marketing
- When the pandemic led to reduced staffing, enthusiastically took on an additional role in Procurement (accounting) with minimal training and helped significantly reduce the number of past-due invoices
Freelance blogger
Stanford University School of Medicine
01.2019 - 12.2019
- Write assigned blogs on Stanford medical research
- Interview professors and researchers
- Read complex scientific papers and write summaries for laypersons
Customer Support Coordinator and Team Lead
Helpshift Inc.
06.2016 - 07.2019
- Provided white-glove service to the company's highest-paying customers
- Wrote and edited customer-facing FAQs and guide materials on complex technical concepts in layman's terms
- Designed a dynamic contact form to help customers self serve and reduce ticket volume based on metrics-driven analysis
Product Support Specialist
Facebook Inc.
02.2014 - 06.2016
- Supported 200+ advertisers across multiple products
- Collaborated with content strategists and product marketing managers to address product-side improvements and collected feedback/ communicated expectations to Sales team and external partners
Education
Fulbright Scholar - bilingual language policy and attitudes
Fulbright Canada
Montreal, QC05.2013
BA - Comparative Linguistics: French and Spanish
Scripps College
Claremont, CA05.2012
Skills
- Writing for AI ingestion
- Publication
- Bilingualism
- Mastering new programs
- Salesforce
- Wordpress
- GSuite
- Jira
Languages
French
Professional Working
Spanish
Limited Working
Italian
Limited Working
Timeline
Co-lead, Rainbowhood (LGBTQ Employee Resource Group)
Nextdoor Inc
01.2023 - 12.2024
Knowledge Operations Manager
Nextdoor Inc
03.2021 - Current
Compliance and Procurement Coordinator
Credit Karma Inc
12.2019 - 03.2021
Freelance blogger
Stanford University School of Medicine
01.2019 - 12.2019
Customer Support Coordinator and Team Lead
Helpshift Inc.
06.2016 - 07.2019
Product Support Specialist
Facebook Inc.
02.2014 - 06.2016
BA - Comparative Linguistics: French and Spanish
Scripps College
Fulbright Scholar - bilingual language policy and attitudes
Fulbright Canada
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