SHILLPY ARORA

Orchestrated the content strategy for a new marketing automation system, designing and implementing personalized email campaigns for a vast network of B2B customers, significantly improving customer portal adoption.

Led content development for a new B2B customer portal, crafting intuitive microcopy and user guides that facilitated seamless order placement, resulting in increased self-service orders and reduced customer support burden.

Utilized platforms like Microsoft CE to power initiatives, ensuring robust and scalable solutions for B2B customer engagement and streamlined communication for product launches and delivery updates.

Drove a critical content strategy initiative, designing and implementing an automated content workflow that provided personalized marketing materials and training resources, significantly reducing franchisee onboarding time and improving satisfaction scores.

Led the comprehensive content overhaul and information architecture re-design for the franchise partner portal, centralizing resources and enhancing usability to empower franchisees in managing their local businesses.

Developed clear, action-oriented content and streamlined resource access, directly contributing to improved partner experience and operational effectiveness across the franchise network.

Streamlined complex financial concepts into clear, plain-language content, resulting in a measurable reduction in support calls related to specific user journeys and an increase in feature adoption.

Led the content accessibility initiative for a critical product launch, collaborating with WCAG specialists and compliance teams to ensure all content met AA standards, enhancing inclusivity.

Drove content consistency by establishing a centralized content documentation system in Confluence, including a comprehensive content style guide and a design system microcopy library, optimizing workflow efficiency.

Enhanced the user experience of the eBay Mobile app, contributing to a significant increase in key user flows by strategically refining UI content and microcopy.

Championed and integrated a content-first design methodology, leading collaborative ideation sessions using Miro and Figma to embed content early in the product development lifecycle.

Contributed to measurable improvements in user engagement and navigation by optimizing content for mobile interfaces, aligning with strategic product goals.

Crafted compelling multi-channel content for websites, mobile apps, and social media, successfully driving customer engagement and retention across diverse digital platforms.

Monitored and analyzed content performance metrics, including engagement and conversion rates, utilizing analytics tools to continuously optimize content strategy and improve ROI.

Implemented data-driven insights to refine content initiatives, ensuring alignment with business objectives and enhancing overall digital presence.

Designed, developed, and implemented comprehensive e-learning solutions for major pharmaceutical companies including AstraZeneca, Pfizer, and Merck.

Created diverse training materials, such as job aids, FAQs, and web/mobile training content, to support global learning initiatives.

Managed the full e-learning project lifecycle, from conceptualization to deployment, ensuring high-quality and effective instructional design.

Developed and implemented comprehensive training programs for employees, significantly enhancing professional development across the organization.

Leveraged advanced instructional design methodologies to ensure effective learning outcomes and improve employee performance.

Managed the end-to-end delivery of training initiatives, contributing to a skilled and knowledgeable workforce.

Conducted comprehensive functional, regression, and localization testing on a globally used, multilingual learning management system.

Optimized user experience and system reliability by identifying and resolving critical issues across diverse language interfaces.

Ensured high-quality system performance and user satisfaction through rigorous testing protocols and quality assurance best practices.