Summary
Overview
Work History
Education
Skills
Websites
Certification
Volunteering And Leadership
Timeline
Generic

Jessica Jarrell

Denver,CO

Summary

Experienced change agent specializing in automation, content management, technical writing, and enablement within education, hospitality, and SaaS sectors. Demonstrated track record of success in designing and optimizing content for automation tools to enhance processes and offer enablement solutions. Proven ability to deliver measurable positive impact in alignment with business objectives on various projects. Actively engages with peer community and fosters collaboration by establishing connections.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Automation Content Designer

OpenTable
01.2021 - Current
  • Audited and aligned 600 articles by organizing a team of analysts and junior writers to analyze content and align articles with the department style guide and enablement voice, resulting in a 22% increase in usage rate.
  • Collaborated with Product Management and Marketing to create technical documentation and content for internal and external audiences, ensuring accurate product updates and enhancing user experience, resulting in 82 product launches in 2024.
  • Partnered with cross-functional teams to implement communication strategies, change management tactics, and action plans to drive feature adoption and user enablement.
  • Managed projects analyzing chatbot data and implementing strategic architecture adjustments based on user feedback, including creating more effective content with FAQs and multimedia, and improving self-service rate by 13% within 3 months.
  • Worked with Salesforce Admins to develop Salesforce Agentforce AI, driving a 30% increase in self-service rate.
  • Collaborated with cross-functional teams to develop targeted content strategies, resulting in a 20% increase in internal user engagement within 6 months.
  • Developed and implemented more than 10 internal playbooks, documenting domain knowledge and procedures to improve the customer experience and optimize internal workflows across multiple organizations.
  • Created and maintained style guides for internal and external articles, media, and chatbots, ensuring alignment with the company's international brand, voice, and positioning.
  • Conducted internal research and testing and gathered usage data to drive improved layout effectiveness and content experiences, leading to a 61% increase in user satisfaction within 3 months.

Billing Support Representative

OpenTable
02.2020 - 01.2021
  • Consistently exceeded quarterly goals, achieving 110% or higher.
  • Proactively anticipated user information needs by analyzing feedback, leading to an increase in internal content utilization and user engagement within the first quarter and an increase in internal self-service rate of 22%.
  • Managed the implementation of an automated knowledge gap tracking system, resulting in the creation of 64 new articles and 20 email templates, saving leadership 40 hours weekly within 3 months.

Customer Support Representative

OpenTable
01.2019 - 02.2020
  • Assisted B2B and B2C customers with troubleshooting, product walk-throughs, and providing solutions to open revenue streams and increase ROI.
  • Developed and implemented onboarding processes for new customer chat channels, establishing best practices that improved service levels by 25% in 6 months.
  • Served as a senior product subject-matter expert, moderating internal questions in Slack to assist customer support agents with troubleshooting and product inquiries in real time, and actioning real-time feedback on department enablement resources.

Bar Manager

Knew Conscious
03.2016 - 12.2018
  • Conducted bi-monthly staff training programs on bar practices, cocktails, wine, spirits, and hospitality.
  • Developed strong management skills in a fast-paced, high-volume, customer-centered environment with a positive attitude and compassionate engagement.

Bartender and Server

Vesta
06.2016 - 11.2018
  • Built bar clientele through positive engagement and effectively managed high-volume demand.
  • Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
  • Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks, and customer-focused events.

Education

Bachelor of Arts - Psychology And Marketing

Metropolitan State University of Denver
Denver, CO
05.2014

Skills

  • Cross-functional collaboration
  • Project management / Time management
  • Analytics
  • Content optimization
  • Communication
  • Customer lifecycle
  • Automation content management
  • Enablement
  • Technical writing or Copywriting and editing

Certification

  • Project Management Career Course, 06/2024, Google
  • Registered Yoga Teacher (RYT-200), 01/2023

Volunteering And Leadership

  • OpenTable Denver Community, Co-Chair, 04/2025, Plans and manages community activities for teams, including monthly activities and seasonal parties.
  • OpenTable Pride ERG, Events Chair, 11/2024 - current, Denver, CO, Plans virtual events and asynchronous activities to engage the LGBTQIA community and foster connection and support through shared experiences.
  • OpenTable Valor ERG, Activities Chair, 01/2024 - 12/2024, Planned and managed engagement activities for employees involved in the Veterans Employee Resource Group.

Timeline

Automation Content Designer

OpenTable
01.2021 - Current

Billing Support Representative

OpenTable
02.2020 - 01.2021

Customer Support Representative

OpenTable
01.2019 - 02.2020

Bartender and Server

Vesta
06.2016 - 11.2018

Bar Manager

Knew Conscious
03.2016 - 12.2018

Bachelor of Arts - Psychology And Marketing

Metropolitan State University of Denver

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Jessica Jarrell