• Elevated product UX by leading content design initiatives, ensuring a cohesive narrative across user guides, mobile release notes, and in-app copy.• Established TeamSnap’s first content design system, empowering designers and product managers to draft consistent, user-focused UX copy.• Drove UX improvements by shaping content strategy and user flows in collaboration with cross-functional teams, enhancing user engagement and satisfaction.• Served as a key content lead in product development, advocating for clear communication that aligns with brand voice and user needs.• Defined and optimized content processes, integrating content strategy into the product life cycle to support scalable, high-quality content delivery.• Mentored teammates and shared technical expertise in WalkMe, Figma, CMS, and frontend coding, fostering a culture of growth and collaboration.

• Collaborated with product and marketing teams to align content strategies with product launches and campaigns.• Developed and maintained user guides, in-app messaging, and external documentation for a consistent customer experience.• Created engaging release notes and product update summaries, simplifying technical information for all audiences.• Streamlined content workflows to improve the integration of technical documentation with marketing assets.

Owned the vision and strategy for TeamSnap’s self-service product education—driving higher customer satisfaction while significantly lowering labor costs. By focusing on trends, emerging technologies, and best practices, I designed and built an all-new help center that led to a ticket deflection rate of over 90%.• Stabilized support volume even after the support team was reduced by 75% due to COVID• Led content development• Defined processes, standards, auditing schedule, and style guide for internal and external product and workflow documentation• Collaborated with product, marketing, and engineering to create and sync content publication with product updates, releases, and marketing messages• Established and maintained a help widget self-service deflection rate of over 60% (20% increase) and general help center deflection rate of over 90%• Implemented a conversational AI chatbot, a learning management system (LMS) for internal training, and a digital adoption platform (DAP) to bring contextual help content into the product• Wrote amusing and engaging release notes for mobile apps• Co-chaired TeamSnap’s first blended employee resource group for people of color• Won the 2020 TeamSnap Values Award for Fun

• Assisted TeamSnap users through email and chat support channels• Provided specialized "white-glove" support for club and league products, including website builder (WordPress)• Created new help articles and edited existing articles part-time

• Assisted TeamSnap users through email and chat support channels• Created new help articles and edited existing articles part-time

• Conducted quality assurance testing across all TeamSnap apps and supported devices• Wrote test scripts

• Create graphics for marketing and swag including apparel, stickers, and banners• Help coordinate semiannual food/fitness challenges for members• Assist with the planning and execution of gym-wide events including parties, fundraisers, etc

• Create graphics for Momentum products and marketing• Staff vendor tent at events as needed• Manage website content and design

• Managed corporate documentation including forms, security policies, procedures, diagrams,templates, proposals and training materials• Created illustrative graphics, diagrams, and charts for all areas of documentation• Audited document life cycles, workflows, storage, review, and approval processes• Planned and implemented company-wide upgrade from SharePoint 2003 to 2013 andconducted user training for departmental sub-site administrators• Designed the structure and visual design of department sites• Collaborated with IT (information technology) on required technical needs (databases,virtualization, operating systems, backups, maintenance, and performance monitoring) tosupport underlying SharePoint infrastructure

• Planned prospect and client meetings• Fulfilled prospect information requests• Managed contract and invoice distribution and receiving• Tackled various other duties as assigned in support of the sales team for this Inc. 500 company

• Investigated incomplete or unclear information for one of the fastest growing companies in the U.S.• Verified information gathered, ensured accurate data entry• Composed precise documentation of sources and collected data

• Designed ads• Maintained website• Co-authored press releases and auction descriptions • Staffed showroom during Tucson Gem & Mineral Show• Completed some field work digging fossil fish

• Headed regular shifts as lead bartender/server supervising and performing necessary store opening/closing procedures and duties• Fostered skills in time management, working under pressure, teamwork, and ensuring customer satisfaction