Content Writer - Content & Knowledge Team.
Audience: Guests and Hosts.
Tasked with: Auditing, editing, Content creation, and optimizing Help Center copy that aligned with the launch of Services and Experiences and app refresh.
Collaborators: Strategy, Product, Legal, Policy, and Engineering.
The numbers:
700+ articles, 200+ workflows, and 12 policies.

LLM Trainer - AI Team focused on Project AVA.
Audience: Guests and Hosts.
Tasked with: Analysis for content gaps in the output from their AI assistant, solution proposals, and execution. Model analysis to determine poor logic and/or reasoning with solution proposals. Testing new prompts and content injections, optimization, and publishing.
Collaborators: Strategy, Product, Legal, Policy, and Engineering.

Impact:
- The RAG Measurement Operationalization program pilot yielded an estimated 0.5% in self-solve rate for their AI Assistant.
- Met their YE goal of 46.0% with a Q4 at 46.4% for Help Center helpful rating (up 4.1ppt from 42.3% QoQ).
- Met their YE goal of sub-20% with a Q4 Case Creation Rate for Help Center of 19.7% (down 3.0ppt from 22.7% in Q3).