Developed and implemented an editorial quality assurance program, setting clear goals and bringing stakeholders together. Used practical project management approaches to make it happen.Helped shape our company's voice by contributing to organizational style guides and writing standards.Maintain the Customer Support knowledge base, ensuring information is clear and up-to-date. Previously managed the Trust knowledge base.Embraced AI tools for content creation since December 2022. I'm not a tech expert, but I've learned to use various chatbots and language models effectively.

Provided phone support, applying fintech, banking, and crypto knowledge to explain complex topics simply.Managed Salesforce documentation, collaborating with the content team to ensure clarity and accuracy.

Managed Payments and Regulatory Response knowledge bases, partnering with Legal, Tax, Payments, and Policy teams.

Drafted case summaries and resolution proposals for legal teamHandled sensitive non-discrimination policy calls with users

Tested and assessed new customer support toolsResolved high-priority, executive-escalated support cases

Managed remote partner agents, bridging vendor and internal CS leadershipUsed Zendesk data to develop trainings, audit tickets, and report to CS Director

Spearheaded Help Center content overhaul

Distilled complex research for global development professionalsContributed to key DFID (now FCDO) policy briefs

Led U.S. Embassy/IREX-funded project: established community computer lab to boost local digital literacy

Provided comprehensive care and support for children in the custody of the Department of Human Services (DHS) and Oregon Health Authority (OHA) in various group homes.