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I’m Rebecca Claire Turner, an ambitious and detail-focused technical documentation and training professional with experience creating, editing, and managing end-user support content in fast-moving, stakeholder-driven environments. I specialise in clear, concise technical writing and documentation management, including designing training materials and eLearning content to help users quickly understand complex products and processes. Most recently, I’ve been responsible for maintaining and improving a customer support knowledge base, publishing articles in markdown and working with localisation partners to ensure content is translated and kept up to date. I also use analytics tools such as Google Analytics/Search Console and SEO platforms like SemRush to measure and improve article performance, while collaborating across teams to gather the information needed to document product changes accurately and effectively.…I’m Rebecca Claire Turner, an ambitious and detail-focused technical documentation and training professional with experience creating, editing, and managing end-user support content in fast-moving, stakeholder-driven environments. I specialise in clear, concise technical writing and documentation management, including designing training materials and eLearning content to help users quickly understand complex products and processes. Most recently, I’ve been responsible for maintaining and improving a customer support knowledge base, publishing articles in markdown and working with localisation partners to ensure content is translated and kept up to date. I also use analytics tools such as Google Analytics/Search Console and SEO platforms like SemRush to measure and improve article performance, while collaborating across teams to gather the information needed to document product changes accurately and effectively.

Rebecca Claire Turner

Content Designer, Instructional Designer, Online Trainer, +1

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I’m Rebecca Claire Turner, an ambitious and detail-focused technical documentation and training professional with experience creating, editing, and managing end-user support content in fast-moving, stakeholder-driven environments. I specialise in clear, concise technical writing and documentation management, including designing training materials and eLearning content to help users quickly understand complex products and processes. Most recently, I’ve been responsible for maintaining and improving a customer support knowledge base, publishing articles in markdown and working with localisation partners to ensure content is translated and kept up to date. I also use analytics tools such as Google Analytics/Search Console and SEO platforms like SemRush to measure and improve article performance, while collaborating across teams to gather the information needed to document product changes accurately and effectively.…I’m Rebecca Claire Turner, an ambitious and detail-focused technical documentation and training professional with experience creating, editing, and managing end-user support content in fast-moving, stakeholder-driven environments. I specialise in clear, concise technical writing and documentation management, including designing training materials and eLearning content to help users quickly understand complex products and processes. Most recently, I’ve been responsible for maintaining and improving a customer support knowledge base, publishing articles in markdown and working with localisation partners to ensure content is translated and kept up to date. I also use analytics tools such as Google Analytics/Search Console and SEO platforms like SemRush to measure and improve article performance, while collaborating across teams to gather the information needed to document product changes accurately and effectively.

Available to hire

I’m Rebecca Claire Turner, an ambitious and detail-focused technical documentation and training professional with experience creating, editing, and managing end-user support content in fast-moving, stakeholder-driven environments. I specialise in clear, concise technical writing and documentation management, including designing training materials and eLearning content to help users quickly understand complex products and processes.

Most recently, I’ve been responsible for maintaining and improving a customer support knowledge base, publishing articles in markdown and working with localisation partners to ensure content is translated and kept up to date. I also use analytics tools such as Google Analytics/Search Console and SEO platforms like SemRush to measure and improve article performance, while collaborating across teams to gather the information needed to document product changes accurately and effectively.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Technical Illustration

Beginner

Language

English

Advanced

Work Experience

Technical Writer (Customer Support / Technical Documentation) at Deezer

April 1, 2023 - Present

Solely responsible for creating, editing, and managing the company support site (Zendesk) within the Customer Care/Experience team. Write, publish, and maintain user-facing “articles” in markdown covering product guidance, troubleshooting, and account/payment processes, ensuring content is concise, accurate, and aligned to customer experience. Manage documentation translation by coordinating with an outsourced localisation team, including tracking publication and versioning details (changes made, publication dates, translation dates). Maintain a best-practice guide for article writing including markdown examples, style guidance, and a full process for creation, review, translation, and publishing. Work closely with multiple stakeholders across departments (including Partnerships, SEO, Product, Marketing, Studio, and Community) to gather requirements for features and changes. Use Google Analytics and Search Console to measure performance of the support site and individual articles

Technical Author at Netcall Ltd

April 1, 2021 - April 1, 2023

Produced and managed product documentation for the Liberty Create Docs Portal and created detailed instruction content (“Fikso’s”) for low-code software settings, help prompts, and user understanding. Wrote and edited release notes on a bi-monthly basis, outlining product changes and additions in a marketable format. Collaborated daily with software developers in the Test and Documentation team to understand product changes end-to-end, including the principles behind JavaScript usage, JSON data formatting, and API configuration workflows. Significantly improved Docs Portal performance by rewriting and creating content; within the first 12 months, views grew from fewer than 5,000 annually to over 29,000.

Technical Author & Trainer at Pickr Ltd

June 1, 2020 - April 1, 2021

Created technical documentation including user/reference guides, process overviews, and product specification guides. Developed external learning materials such as eLearning courses, videos, screen recordings, and how-to guides. Built and maintained documentation and knowledge bases for internal and external partners, supported onboarding (inductions, introduction calls, and information gathering), and created and delivered training for internal staff and external partners. Liaised with stakeholders to communicate product improvements and process changes.

Technical Author at Nielsen Brandbank (Norwich Office)

November 1, 2017 - March 31, 2019

Produced and maintained user and reference documentation for systems, processes, and services. Created eLearning materials and supported LMS administration. Ensured documentation accuracy and relevance for different audiences by liaising across departments, supported training with presentations, crib sheets, videos, voice overs, and quizzes, and stepped in to deliver training when needed. Provided regular updates to executive stakeholders and presented team objectives to associates. Held a “Train the Trainer” qualification focused on delivering and improving training outcomes.

Data Content Operative at Nielsen Brandbank (Norwich Office)

November 1, 2014 - November 1, 2017

Managed quality control of data capture as part of service agreement with suppliers, identifying and preventing departmental and companywide errors and ensuring service delivery timelines. Responded to internal queries related to data content and supported procedures dependent on supplier requirements. Managed products via a rejection workflow (rejection site), ensuring requests were actioned within 24 hours even when errors originated from different departments or suppliers. Analysed repeated rejection reasons and reduced rejections through documentation of case studies/rejection trends and collaboration with Customer Relations and Account Handlers. Supported a data project team working toward best practice and analysis of internal and external errors, advising the department in response to supplier information requests for procedures and restrictions.