• Co-led a quality assurance and content development team• Informed and maintained worksheets for evaluating and scoring unique instances of content• Created or automated processes for filtering, organizing, and integrating large collections of content data to establish manageable and eligible content samples for quality assurance testing• Designed or informed content strategies as well as actionable guidelines (capturing brand voice, avoiding copyright infringement, etc.) for content creation to target trends in product performance and customer feedback• Established a ticket system in Jira, designed multiple ticket types, built multiple dashboards, and created user guides for effective project management within the system• Created a comprehensive guide for workshop developers (including checklists, templates, tips, and requirements) and built a filterable index for storing workshop materials in SharePoint • Crafted resources for customer service such as style guidelines for emailing customers, prompts to generate actionable feedback on calls with customers, and talking points for demonstrating product value • Led focus groups, hosted Q&A sessions, and created surveys to identify cultural and organizational growth opportunities, translating insights into recommendations and often managing projects to resolve detractive trends• Supported team members and managers by clarifying objectives, coordinating tasks, assisting with backlogs, troubleshooting blockers, providing feedback and coaching, etc. • Operated real-time Q&A channels to expedite urgent requests across departments, field high-impact insights, and resolve stop gaps to workflow• Led a cross-departmental NPS detractor analysis process for 10 months, creating and optimized spreadsheets for data logging and reporting that generated performance indicators for 25+ variables in customer experience• Established processes and built checklists for coordinating training programs across multiple teams

• Coached over 30 team members on quality for deliverables, workflow efficiency, best practices, and application for company values.• Managed escalation queues to delegate and expedite timely tasks efficiently and sensitively.• Fielded teamwide Q&A channels to help team members overcome workflow challenges in real time.• Optimized onboarding efficiency and customer experiences with strategic innovations to ongoing processes.• Curated training material and led training sessions for new hires.• Drove new hire mentoring programs and advises mentors on coaching processes and strategies.• Audited team deliverables for quality assurance on brand curation (copy, digital strategy, and logographic assets), providing specific and actionable feedback on strengths and room for improvement.• Contributed directly to leadership workshops for best practices, workflow processes, hiring, and projects.• Gathered and analyzed trend data on teamwide productivity and deliverables to assess opportunities for growth.• Coordinated with stakeholders across departments, fostering alignment on companywide goals and values.

• Navigated issue queues to fulfill content service requests ahead of Service Level Agreements for onboarding customers.• Corresponded directly with clients and Account Managers to field and expedite service requests and proactively solve problems during client onboarding.• Evaluated and completed content service requests with extraordinary focus on customer experiences. • Revised and edited content deliverables in macro and micro capacities with exceptional attention to detail and commitment to accuracy and quality.• Fearlessly innovated, trailblazed, and advocated for new workflow processes to improve efficiency and customer experiences. • Gathered and analyzed trend data in customer feedback and teamwide product quality to discover and respond to opportunities for best practice improvement. • Championed a productive balance between independent and collaborative problem solving. • Delivered encouragement and constructive feedback to team members to reinforce positive quality trends and teamwide alignment on best practices.

• Built, curated, and crafted branding materials and content for GoDaddy Social customers, including longform copy, social media content and imagery, logographic assets, photoshoots, digital marketing strategies, and web keywords.• Maintained a high standard of quality for all deliverables: low error rate, insightful customer focus, and effective, original, and engaging copywriting.• Consistently delivered branding products to clients ahead of Service Level Agreements.• Championed forums for exchanging feedback with team members to improve efficiency and product quality.• Transformed challenges into opportunities with optimism and a genuine desire to grow and help.• Initiated, organized, and led an Emotional Intelligence workshop to create a context for professional teambuilding through shared experiences.• Tested workflows for innovating products during customer expansion initiatives.• Mentored new hires directly on best practices and workflow efficiency, providing constructive feedback on deliverables.

Optimized podcast transcripts for website:• Copyedited podcast transcripts• Transcribed missing sections• Anticipated and optimized layouts and keywords for to algorithmic processing• Collected and input relevant links• Crafted titles and section headings with strategic keywords for SEO• Coordinated pull-quotes and timestamps with keywords

Noonday Collection is a socially conscious fashion brand that markets handmade accessories crafted by artisans in developing countries.• Composed public-relations and marketing content for Noonday Collection’s company blog• Revised and edited content contributed by freelance writers and brand ambassadors• Organized, cross-referenced, and compiled data on Excel• Assisted with social media coordination (among the Noonday Collection website, WordPress, Pinterest, Instagram, Facebook, and Vimeo accounts)• Copyedited technical documents (policy outlines, instructions, and reports)• Formated web copy for SEO• Drafted copy for marketing emails• Generally assisted creative team and collaborates to complete any outstanding projects Independently crafted a brand style and usage guide for Noonday Collection to ensure consistent form and voice throughout all brand content. Independently researched best practices in company "Careers" web-page design and composed a comprehensive report for Noonday Collection’s digital design team.

Sorin Oak Review is St. Edward's University's fully funded literary journal, showcasing students' creative writing and visual arts.• Recruited and supervised staff members• Advertised publication via print and digital media• Organized staff meetings and promotional events• Collected and critically evaluated 70+ submissions within a 3-week timeframe• Edited and proofread 35+ submissions• Communicated with contributors to discuss revisions• Collaborated with other editors to curate and design final copies• Sent a terrific issue to print April 2018

The Telling Project is an organization that provides veterans with a theater-arts platform on which they can share their military experiences with the public.• Collaborated with professional content developers• Researched policies, programs, and grant opportunities• Developed promotional campaigns for Facebook and Twitter to generate public interest in Telling Project events• Drafted and revised feature articles and press releases• Analyzed website efficacy and suggested directions for revision• Drafted scripts for Telling Project productions

• Taught classes and private lessons monitoring students’ progress• Organized and led public demos and recruitment ventures• Managed appointments with prospective and current clients