The LES MILLS + help center is a comprehensive customer support resource designed to empower users with clear, actionable guidance on using the platform. As a primary contributor to this knowledge base, I have written and refined customer-facing articles that explain account management, troubleshooting steps, device support, billing resolutions, platform workflows, and feature usage in accessible language. These articles are structured for both search discovery and self-service resolution, enabling users to find accurate solutions quickly whether they are browsing the help center, using onsite search, or interacting with AI-assisted tools. My work emphasizes clarity, consistency, and usability, with content informed by real ticket trends, customer feedback, and product changes to reduce friction, lower support volume, and elevate overall user satisfaction.

https://support.lesmillsondemand.com/support/home

I design and maintain canned responses used by our Customer Operations support team. These responses are carefully written and reusable content, designed to deliver accurate information quickly while maintaining clarity, empathy, and consistency across customer interactions.

Each canned response is treated as a piece of micro-documentation. I focus on ensuring the language is clear, human, and adaptable, allowing support agents to personalize responses while preserving technical accuracy and policy alignment. Content is structured to reduce follow-up questions, deflect unnecessary escalations, and guide customers toward self-service resources when appropriate.

Canned responses are iterated based on real-world usage, customer sentiment, ticket trends, and feedback from support agents. I regularly refine them to reflect product changes, recurring customer pain points, and updated workflows, ensuring they remain current and effective. Many responses are linked directly to help center articles, creating a seamless experience between live support and self-service content.

This work supports faster resolution times, consistent messaging, and a more reliable customer experience, while reducing cognitive load for support teams operating in high-volume or time-sensitive environments.

I create and maintain technical documentation and knowledge base content used by support teams to troubleshoot issues, resolve incidents, and deliver consistent customer support. This includes SOPs, escalation guides, internal troubleshooting documentation, and workflow references. Content is designed to standardize processes, improve first-contact resolution, reduce escalations, and support onboarding for distributed support teams, while remaining adaptable to ongoing product and system changes.

Led a Customer Operations AI automation initiative to integrate Tier 1 AI agents into our Freshdesk helpdesk ticketing platform. The project focused on reducing repetitive ticket volume, improving SLA performance during peak periods, and enabling human agents to focus on complex issues. Work included business process mapping, customer journey modeling, AI workflow design, and phased deployment, resulting in faster response times, improved SLA adherence, and higher CSAT.

I author and maintain incident-related documentation, including outage communications, resolution summaries, and post-mortems. This content is designed to provide clear, timely communication during service disruptions and to support internal learning through root cause analysis and corrective actions. Documentation emphasizes consistency, accountability, and continuous improvement across Customer Operations.

I create training and onboarding materials to support new and existing support team members, including tool guides, process walkthroughs, and escalation references. Content is structured to reduce ramp time, improve confidence, and ensure consistent service delivery across global, remote teams.