top of page
Woman Typing

Michelle Gray
Sr. Content Strategist, UX Writer,
Content Designer, 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.

​

Here's what I will bring to your organization:

​

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

  • 15+ years' experience writing clear, concise UX copy to enhance the visions of UX designers.

  • 10+ years of data analysis experience using Adobe Analytics, Google Analytics, Power BI, and SQL.

  • 10+ years of content marketing and digital marketing experience, including 7+ years of agency experience, delivering the right message to the right audience at the right time.

  • Wrote UX copy for an online system where customers can create support tickets for their issues. This reduced the volume of calls to customer care by 35%.

  • Led the expansion of the Kohl’s Direct Ship Program from 50 to over 500 vendors, dramatically increasing available SKUs from 40,000 to over 500,000, which led to an average annual increase of $1.5 billion in online revenue. I also crafted new and updated existing product descriptions and UX copy for Kohl’s.com, increasing the average revenue by 15% year over year during my six-year tenure.

  • Developed content and marketing strategies that increased revenue 25% on average for organizations in healthcare, financial sector, telecom, software, security, e-commerce, and nonprofits.

  • Degree in English, Minor in Journalism from De Anza College, and Digital and Social Media Marketing Management Certificate from UC Santa Cruz (3.9 GPA)

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.  ​

​

support_instructional_pic.png

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. 

​

  • Case Management CRD - The Case Management initiative reduced calls to Customer Support by 35% beginning in the first month. 
    ​

  • 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.​​

crd_pic_edited.png

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.

​

marketingpic.png

408.876.3059

bottom of page