o Implemented team and processes to automate guest/client communications using ChatGPT and manage properties. Handle social media/marketing/branding to drive potential guests/clients to appropriate websites.

o Partnered with Airbnb as Northern Arizona Host Community Leader and Superhost Ambassador, mentoring over 150 new hosts each year and building a thriving online community. Serve as co-host for other vacation property owners, maximizing Average Nightly and Occupancy Rates and ROI.o Earned Arizona real estate license (3/2022) and Seniors Real Estate Specialist (SRES®) designation to offer real estate services related to financial and lifestyle transitions, including relocating, refinancing, downsizing, renting, or selling property. Stay attuned to market trends in Sedona/Verde Valley area as Realtor® at Arizona Adobe Group Realty.o Advise clients on options related to tax laws, probate, estate planning, and equity conversion strategies, including reverse mortgages.

o Produced persona-driven technical content for proprietary natural language processing (NLP)/machine learning (ML) platform used to build and maintain chatbots and virtual assistants.o Researched AI industry standards for best-in-class technical content development and delivery. Established technical documentation standards and methodology. Evolved publishing processes to align with Agile practices.o Collaborated with product designers, engineers, conversational designers, and linguists to gather data, understand needs, document processes and best practices, provide input on UI/UX, and craft eLearning modules. Published 110+ user-centric wiki topics to knowledge base within first 90 days. Iteratively integrated feedback and new functionality to perfect content. o Audited/curated content across repositories to ensure adherence to user needs, compliance, and customer journey.

o Evaluated Knowledge Management practices within global support center to align with Knowledge-Centered Support (KCS) methodology. Proposed and implemented best practices, minimizing content by 30% and improving findability, enabling quicker servicing of support calls.o Enhanced division taxonomy; tuned terminology for AIOps/ML. Instructed content owners in minimalist writing. o Wrote technical reference manuals/procedures and constructed business process diagrams for high-profile infrastructure modernization project.

o Rapidly promoted to manager, directing publication of all technical artifacts (API guides, requirements documents, knowledge base articles, policies/procedures, email scripts, etc.) for four product lines, including Zelle®, across Customer Implementation, Consumer Services, Data Quality, and Fraud Risk Management teams.o Assembled and coached distributed team of eight writers. Instituted productivity metrics, project request/estimating queue, resource planning, and budgeting, with strategic vision of serving the enterprise as a Center of Excellence. Coached lone/junior writers on document development and best practices.o Launched MadCap Flare to structure content, maximize reuse/single-sourcing, deliver multiple outputs (dynamic Help systems, knowledge bases), and reduce time to publish. Results delighted users, reduced costs, and demonstrated potential for transformative change across company.o Successfully executed migration to SharePoint for numerous business units: established content governance standards, crafted taxonomies, introduced source/record libraries, migrated artifacts, applied metadata, administered retention and destruction policies, trained users on records management.o Orchestrated development/governance of policies and procedures to reduce risk, address compliance gaps. Fulfilled Audit, Legal and Compliance (3LOD) requests to satisfy banking industry regulations and Legal Hold/eDiscovery requirements. Socialized corporate initiatives (Business Continuity, Disaster Recovery, Risk Management).o Built relationships with content owners, focusing on needs, executing knowledge projects, facilitating review/approval process, and ensuring compliance. Established distribution channels; monitored use of new assets to determine ROI and refine content practices. o Chaired Community Impact Team; built program of volunteer/fundraising opportunities; standardized corporate giving program, including risk assessment of recipients. (Budget: $27K)

Global steel manufacturer (formerly Pacific Coast Steel).o Scoped, built, deployed, and supported enterprise knowledge base as sole content developer. Led meetings with software engineers to gather, document, and validate business processes, requirements, and feedback.o Crafted and published wiki content for proprietary legacy system encompassing inventory, payroll, accounting, job costing, document management, reporting, and rebar operations modules, where no previous documentation existed (700+ content pages, 900+ annotated graphics, 8000+ data definitions).o Worked with division leadership to design large-scale image capture system for structured data (invoices, architectural drawings, etc.), including OCR conversion of metadata for categorization and findability.

Provider of healthcare data, analytics, and technology solutions (formerly Wolters Kluwer Pharma Solutions).o Analyzed project management and information governance practices to create standards, policies, best practice guides, and user manuals for Operational Excellence team, including suite of 25 Lean Six Sigma training decks, Excel tools, and templates.o Collaborated with business units to identify content for migration from shared network directories to custom SharePoint sites. Created file plans, specified departmental taxonomies and metadata, and conveyed design requirements to developers.o Led workshops to gather requirements, document knowledge repositories, and deliver user training.

State tax collection agency.o Led Web governance effort, guiding Web design/development staff and agency-wide content owners in intranet redesign and management; implemented enterprise search capability to increase usability.o Launched SharePoint as part of Enterprise Architecture team, creating methodology, taxonomy, and repositories. Standardized procedures improved efficiency and facilitated knowledge transfer from departing consultants.o Led team of IT administrators in devising cross-functional communication strategies. Crafted and executed comprehensive, targeted communications campaigns to support specific projects, including ITIL Change Management and relaunch of AZTaxes.gov.o Analyzed documentation gaps; worked with SMEs to create required artifacts, including technical reference guides, training manuals, security and software development policies, and network diagrams. Delivered training to IT staff.