Rochelle Garcia

Knowledge Base Management & Content Development

• Independently manage Strava's comprehensive Help Center, creating technical documentation that clearly explains complex product features to a global athlete community
• Write detailed, user-focused articles that support new feature launches through collaboration with product and engineering teams
• Edit and proofread content created by cross-functional teams, including marketing, legal, and product specialists, to ensure consistency and accuracy
• Maintain brand voice and style guidelines across all support documentation

AI & Chatbot Implementation

• Applied advanced AI customer experience strategies to support operations
• Helped build and optimize chatbot experiences in Ultimate platform to improve self-service support
• Train and refine machine learning algorithms weekly to maximize ticket deflection and improve automated support quality
• Previously optimized Help Center content for Solvvy chatbot integration

Localization & Translation Management

• Led implementation of Crowdin TMS (Translation Management System) in partnership with localization team, establishing scalable workflows for global content delivery
• Manage end-to-end translation processes including deliverable planning, timeline management, and quality assurance
• Coordinate with localization specialists to ensure cultural adaptation and linguistic accuracy across multiple languages
• Track translation project progress and report metrics to internal stakeholders

Data-Driven Optimization & Cross-Functional Collaboration

• Analyze content performance metrics and user behavior data to make data-driven improvements to self-serve support experience
• Partner with engineering teams on technical content requirements and product documentation
• Collaborate with legal team to manage carefully reviewed content with strict formatting and publishing requirements
• Work with marketing teams to align support content with brand messaging and product launches
• Proactively identify opportunities to solve user problems through strategic content creation

Platform & Systems Management

• Navigate platform migrations and evaluate tools including Zendesk to Intercom transition
• Maintain and optimize knowledge base infrastructure to support growing user needs

• Managed designer-client relationships through CRM, converting prospects to active customers
• Analyzed client needs and matched projects with appropriate designers to optimize creative outcomes
• Coordinated information flow between clients and designers throughout project lifecycle
• Developed business case analysis cross-functionally with product team to improve matching algorithm
• Analyzed KPIs and maintained weekly metric tracking reports
• Partnered with VP of Operations to launch guided shopping experience with curated designer assortments
• Redesigned commercial business funnel to increase conversion rates
• Led first project integration with parent company clients