Writer by day and by night. Strategist who advocates for a delightful internal and external user experience. Editor with a laser-focus on readability.

Résumé

Work experience

Standout Moment:

I received an Impact Award for the "Productivity Powerhouse" category within the first six months in my role for exceeding productivity expectations, handling a larger-than-normal workload, and completing large-scale impact projects.

Standout Moment:

Created in-app support content to guide users through an all-new lost & found procedure, resulting in an 18% reduction of support tickets, and support cost savings of $47K (-0.22 cents per ride) over 5 weeks. This far exceeded OKR of 4% support ticket reduction.

Standout Moment:

Discovered and fixed inefficient feedback loops on major lines of service (surgery & emergency care) that restricted patients from reaching the appropriate department. 

Standout Moment:

Self-initiated improvement project to optimize résumé and cover letter templates led to a 30% increase in client job acquisition compared to the previous year. These gains were sustained quarter over quarter for the following year. 

Standout Moment:

Spearheaded the launch and management of the 46-year-old, historical newspaper’s first website and social media platforms. The website garnered thousands of organic, unique views each month.

Senior Technical Writer

Squarespace
Miami, FL (remote)
June 2021 - Present
Technical Writer > Sr. Technical Writer

At Squarespace I create internal documentation, macros, newsletters, and other resources for Customer Operations. My work ensures customer support teams are equipped with organized and accurate information they need to provide the best support possible. To do this, I:

• Manage and maintain library of 170+ internal documentation guides and 1500+ macros

  • Some of my content area specialties include: Unfold and Acuity Scheduling

• Create or update guides with new workflows, products, and features

• Resolve JIRA service desk requests in an agile workflow environment

• Work through ambiguity to create documentation for recently acquired companies in the process of merging with Squarespace’s Knowledge Base (KB / Help Center) and processes

• Develop and roll out internal content team policies, processes, and self-led projects

• Collaborate as the content subject-matter-expert with stakeholders across several departments including Product, Engineering, Legal, and the policy board to launch new or updated company products and feature releases

• Strategize content needs and deliverables to help bring products from conception to market while considering customer support needs

• Engage with company products and test out features to continue expanding knowledge and anticipating potential content issues

• Lead self-appointed projects to identify and close gaps and product knowledge for the customer support team

• Edit, provide / receive feedback, and revise my peers’ work in weekly peer reviews

• Offer content-as-a-service (CaaS) for teams in need of infrequent but essential documentation, such as an internal resource site for support agents to find information on soon-to-be segmented support queues and routing changes

• Complete administrative, onboarding training, and run-the-business tasks

Content Specialist

Lyft
Nashville, TN (remote)
Jan 2020 - June 2021

At Lyft, I produce high-quality, end-to-end, user-focused help experiences. I aim to reduce complexity for drivers, riders, and associates, and to accomplish that I have:

• Strategized, created, revised, staged, and published evergreen content for support and product launches via Lyft’s Help Center, both in-app and on the web

• Led a successful content migration from Zendesk to Contentful while consolidating and optimizing help center support content, resulting in:

  • reduction of 434 articles to 184

  • improved metrics on support ticket reduction for optimized articles

  • creation of a scalable, reusable migration framework and content inventory

  • thorough legal review and establishment of a continuous review process

  • evaluation and deprecation of region-specific, duplicative content, setting the stage for streamlined expansion to new regions

  • sparked conversations and strategies toward improved quality assurance

• Collaborated on the redesign of the help center’s information architecture

• Driven improvements for the end-to-end user experience with cross-functional collaborators in product, configuration, marketing, design, and engineering

• Produced deliverables on several high-visibility, high-priority projects, ultimately meeting and exceeding OKRs by resolving customer pain points for lost & found, COVID-19 comms, and a company-wide initiative to reduce support costs in the height of an economic crisis

• Updated internal knowledge base to avoid legacy knowledge and maintained a variety of copy specs, audits, and communication with stakeholders via Atlassian tools, JIRA and Confluence

• Built an associate tooling workflow from scratch, updating macros previously housed in a Google sheet into a multi-level, interactive decision tree

• Completed run-the-business tasks like peer reviews, sprint planning, improving product knowledge, writing macros and automation content, and refining help center support content

Digital Content Writer & Optimization Specialist

HCA Healthcare
Nashville, TN (partially remote)
Jul 2019 - Jan 2020

HCA Healthcare is one of the largest healthcare systems in the country. I strove to create informative, tone-appropriate digital content that would personify great bedside manner for virtual patients seeking resources and comfort in difficult times. During my time here, I:

• Executed a high-level digital marketing and editorial strategy while maintaining granular details

• Created high-performing digital content for major hospitals and contributed to team success for:

  • 46% increased conversions

  • 11% decrease in bounce rate

  • 2,000+ remediated technical errors

• Collaborated with SEO specialists to research localization language, update sitemaps, and strategize over keywords that would not detract from sister hospitals offering the same services

• Became a subject-matter expert in specialized medical terminology and on topics including minimally-invasive surgery, neonatology, maternal-fetal care, sleep disorders, mental health, and more

• Navigated the CMS platform, GatherContent, to ensure consistency and check for quality assurance across hundreds of hospitals and was entrusted to create copy on high-visibility, prioritized hospitals due to the quality of my work

Data Manager

Project Return
Nashville, TN
Dec 2017 - Jul 2019

Project Return is a non-profit that assists people in finding affordable housing and employment after incarceration. At PR, I found a new avenue for storytelling by transforming statistics into people, and making known the community value achieved for all in reducing recidivism. Words matter when the goal is to overwrite a discriminatory narrative. While there I:

• Edited content across multiple channels to ensure concise copy, clarity, compliance, and brand integrity through consistent voice and nomenclature in newsletters, annual reports, email blasts, and internal communications

• Created an efficient, story-driven approach to collecting, measuring, and analyzing data across all departments with standardized data procedures

• Collaborated with external affairs, program services, grants management, and finance to achieve continuous improvement of workflows while managing multiple projects

• Managed data quality, users, customizations, and technical support as the Salesforce Systems Administrator

• Provided extensive data oversight for multi-million dollar grants, used federal and state databases to track grant utilization, and submitted quantitative and qualitative quarterly reports that met/surpassed goals

• Processed accounts payable and receivable, grant invoicing, payroll for 70+ employees, monthly reconciliation, prepared reports, and tracked revenue/cost through dashboards

Staff Writer & Website Manager

The Miami Laker Newspaper
Miami, FL
Jan 2013 - Feb 2018

The Miami Laker is a historical newspaper with a print circulation in Miami Lakes (a suburb of Miami) and surrounding areas, reaching 14,000 homes and 175 businesses. I ushered the newspaper into the 21st century by spearheading the launch of their first website and establishing a social media presence. I also:

• Covered features, education, and business beats under tight deadlines, regularly completing 15-30 articles per issue

• Created online-exclusive content and managed all staging, revisions, multimedia, and publishing on the website

• Pitched story ideas and kept my finger on the pulse of local news

• Established strong relationships with education leaders in Miami-Dade County, the fourth largest school district in the nation, and nurtured relationships with city government officials

• Interviewed subject-matter experts to gather a strong foundation of knowledge, and distill it into accessible and engaging stories for a diverse demographic

• Translated industry-specific topics into jargon-free copy, written with global English in mind, and adhering to AP Style and an in-house style guide

• Leveraged the newspaper’s parent company’s community presence to grow organic social media engagement and led holiday campaign partnerships with small business owners to stimulate the local economy

• Recruited, trained, and managed social media interns

Education

Florida International University

Bachelor of Arts · English Language and Literature
Magna Cum Laude, Dean’s List, Tau Sigma National Honor Society

Florida International University

Certificate Program · Exile Studies
College of Arts, Sciences & Education

Center for Non-Profit Management

Continuing education courses: Advanced Grant Writing, Storytelling with Data