- Translated complex topics (e.g., survey research methodology, SaaS product functionality) into concise, accessible articles for internal and external users.- Supported customers and internal customer-facing teams by creating and managing self-serve Knowledge Base content.- Developed survey and poll questions across a variety of topic areas for customers' use.- Generated and revised UX copy designed to drive platform adoption and enhance customer experiences. - Managed internal projects to create efficiencies, explore opportunities for scaling, and support general operations of Polco's customer experience team.- Provided product-related resources and training to internal teams for product updates or new feature releases.

- Assisted government officials across the nation in engaging their residents via statistically valid survey research.- Managed all aspects of client's project, including survey creation, data collection and analysis, and report creation and delivery. - Ensured client satisfaction and adherence to budgets and timelines.

- Scoped tasks to evaluate the scale of work required and reasonable timelines for completion- Assigned projects, balanced employees' daily workloads, and supported team's goals for professional development- Frequently investigated and resolved issues for team members, peers, and business partners- Balanced competing deadlines and prioritized projects for team- Interviewed, hired, and trained new employees- Implemented quarterly manager reviews and peer reviews- Facilitated task-based workshops and copyeditor's book club for team's professional development- Managed all ebook approvals, metadata updates, and fulfillment issues- Maintained all InDesign templates and coordinated design changes with multiple teams as needed- Documented technical how-tos, troubleshooting resources, process updates, and department expectations- Supported continuous process improvement via LEAN methodology

- Scoped assignments, managed a shared email inbox, trained peers, and interviewed candidates for internal management positions- Created training matrix to assess team's capacity and training needs- Replaced 40+ InDesign templates with 1 “master” template- Routinely updated InDesign templates for maximum efficiency- Supported Typefi software implementation and development- Trained peers on tasks, including InDesign pagination, ebook creation, and DITA XML edits

- Created and updated InDesign templates- Created and validated epub files - Audited 50+ InDesign templates for standardization opportunities- Fulfilled reprint requests and errata changes- Represented team in cross-departmental process improvement meetings- Launched internal forum for team announcements- Typeset book files and incorporated file corrections in Adobe InDesign- Copyedited print and online materials per the company style guide and the Chicago Manual of Style

Main tasks:- Typeset book files and incorporated corrections using Adobe InDesign- Created and validated ebooks- Copyedited print and online publications per the company style guide and the Chicago Manual of Style- Performed quality assurance checks on projects in varying stages of the publication process- Documented technical processes for internal training

Edited author’s blogs for consistency and coherence. Organized and formatted blog posts into chapters to create a cohesive book.

Micro and macro edited for grammar, consistency and format. Created layout for newsletters and placed information and graphics into publication.

Edited for content, grammar, spelling, punctuation, and adherence to AP style format. Ensured that copy appeared professional, without errors that would detract from the story or the newspaper's credibility.

Generated unique online product descriptions using Search Engine Optimization strategies. Created original infographic using Adobe InDesign, Illustrator, and Photoshop. Wrote blog post about company products to improve brand awareness and image.

Assisted students with learning disabilities in outlining and organizing writing assignments. Proofread and revised papers for organization, misspellings and sentence-level errors. Helped students create their own strategies for identifying and resolving errors.

Met with student writers from all disciplines to help develop, clarify, and refine ideas. Modeled effective writing strategies and explained common grammatical errors. Helped student writers to understand specifications and rubrics established by professors. Interacted verbally and non-verbally with a diverse group of peers, both native and non-native English speakers.