willfortini.com
Content specialist. Eight years building a mushroom cultivation business with my hands. Multiple years writing for one of fintech's most recognizable products. And a dash of fraud prevention for good measure.
I write content that helps people, such as agent workflows, internal knowledge base and comms, in-app articles, and web help articles. The kind of writing that sits between a product and the person trying to use it, or between the person who still needs help and the agent helping them.
Before content writing in fintech I co-founded and ran Portland Mushroom Co. for nearly eight years: B2B sales to restaurants, farmers market operations, production engineering, and everything in between. I didn't come to content writing from a writing program. I came from building something real.
I'm based in Vista, CA and work remotely.
Cash App, Block Inc.
Wrote and maintained the knowledge base, agent workflows, macros, and customer-facing help content across Bitcoin, P2P payments, and lending. Contributed to AI chatbot improvement by writing training content, response flows, and escalation logic. Worked in Salesforce, Contentful, Notion, and Google Suite.
Vacasa
Reviewed high-risk reservations and made real-time decisions on flagged bookings. Promoted internally from voice support.
Portland Mushroom Co.
Built and ran an urban mushroom cultivation business out of two purpose-built shipping containers. Sold to Portland restaurants, ran a farmers market stall, and created multiple revenue streams including home grow kits. Won first place in Lewis and Clark College's inaugural business venture competition.
If you're looking for someone who can build or clean up your knowledge base, write customer- and agent-facing content, or help with AI chatbot training, let's talk.
will.fortini@gmail.comI typically respond within 24 hours.