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Michelle Gray
Sr. Content Strategist, UX Writer, and SEO Copywriter

Delivering the right message to the right audience at the right time can be daunting. It's like solving a mystery or assembling a puzzle.

 

For 15+ years, I've crafted written solutions to marketing mysteries, puzzling paragraphs, and content conundrums. I believe copy should be engaging, targeted to the audience, and easy to understand.

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Here's what I will bring to your organization:

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  • 15+ years of experience creating compelling content and transforming complex technical information into easy-to-understand copy.

  • 15+ years of experience collaborating with UX designers, enhancing their visions with clear and concise UX copy.

  • 10+ years of data analysis experience Adobe Analytics, Google Analytics, PowerBI, and SQL. 

  • 10+ years of content marketing and digital marketing experience for every stage of the customer lifecycle.

  • 5+ years of experience leading a digital marketing division at a direct marketing agency.

  • Over a decade of experience developing content and marketing strategies for a variety of industries, including healthcare, telecom, software, hardware, systems security, e-commerce, and nonprofits.

My Portfolio

Explore a collection of my work highlighting versatility in writing styles, from instructional support articles to UX content design to marketing campaigns. 

Support articles to educate and inform

For over 15 years, I've instructed customers on how they can get the most out of an organization's products and services, resulting in increased customer satisfaction, reduced support calls, and decreased churn.  ​

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UX content design

With 15+ years of UX writing experience, customer-centric philosophy, and Figma expertise, I've enhanced UX designers' visions by adding clear, concise, easy-to-follow copy to create positive user experiences. 

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  • Case Management CRD - The Case Management initiative reduced calls to Customer Support by 35% beginning in the first month. 
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  • Outages CRD - The Outages workflow is an integral part of the very successful AT&T Guarantee initiative, which increased new wireless and internet customers by 30%. It presents an easy way for customers to find out if there's a wireless or internet service outage in their location. The Outages screens also inform the customer if they are eligible for the AT&T Guarantee credit for a current or past outage.​​

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Marketing

For 15+ years, I've created marketing content and integrated campaigns to engage prospects and customers and guide them through the stages of the customer lifecycle.

 

I've thoroughly analyzed KPIs and other metrics before, during and after campaigns to reach data-driven recommendations for improving underperforming campaigns and building upon the success of high performing campaigns.

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408.876.3059

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