• Audited websites against the accessibility goals of customers (e.g. WCAG 2.1 level AA).• Built and involved a community of Accessibility Testers to ensure processes, insights, and suggested fixes include the perspectives of people with disabilities.• Collaborated with Developers to fix accessibility issues on websites through accessibility annotations on designs and post-remediation audits.• Leveraged an extended team of Developers, Designers, and Consultants on a project basis.Completed CPACC certification with IAAP.• Focused on auditing, user testing, and design reviewing services. Always open to broadening my service offering and deepening my accessibility knowledge to meet customer needs.

• Created API documentation for internal stakeholders.• Collaborated with internal Subject Matter Experts to validate and update existing documentation (what should we keep, add, and remove).• Edited and formatted existing documentation into newly established, consistent, and intuitive templates.• Experienced in self-service and help content. Open to both internal and customer-facing documentation.

• Witnessed the team grow from 3 to 16 members and expand into the practices of product content, localization, and operations• Adapted to content demands and cultural changes caused by the company’s acquisition of over 12 companies and rapid growth from 500 to 3000 employees• Led the Retail vertical of the Customer Content team, which included 4 Technical Writers and 3 Help Centers• Helped define and coordinate the redesign, reorganization, and audit of 5 Help Centers• Helped rebrand and localize our flagship Retail Help Center• Helped create a Zendesk-compatible Find and Replace tool that reduced the time torebrand a Help Center from multiple months to within 2 business days• Coordinated the delivery of product releases and cross-departmental programs throughstrong collaborations between our team and stakeholder across the company• Coached team members through weekly 1:1s, monthly personal growth meetings, andquarterly performance reviews• Led the onboarding of 6 new team members and participated in the onboarding of 6other members

• Oversaw the initial implementation and creation of in-app walkthroughs, before officially training and handing off the responsibility to a dedicated team member• Led a Hackathon project of 6 team members that aimed to empower Black-owned businesses and was picked as a finalist

• Managed all help content within the Retail Help Center (450 English articles)• Delivered help content and release notes for the entire Retail Product Unit• Localized the Retail Help Center to 2 new languages (French and Dutch) and the 2 UIsof Retail POS (web and iOS app) to 3 new languages (French, Dutch and Spanish).• Attended the UXRConf by Learners in 2019 to learn and help promote UXR at work• Volunteered for UX research (e.g. customer interviews, guerilla research, usability tests)• Participated as a UX researcher for 2 Hackathon projects and won competition in 2019

• Was a consistent top performer on calls and chats (English and French), closing a personal all-time record of 485 tickets in the month of September.• Trained over 7 new Support agents who all became long-time Lightspeeders (2+ years) • Led shadow sessions for over 7 colleagues from Product for a customer voice initiative

• Supported Canadian sales manager of global interlining and technical textile manufacturer with sales and associated administrative tasks• Provided consistent, efficient, and reliable sales completion• Enjoyed working closely with international colleagues and various departments (Sales, Production, Logistics, IT, Accounting, Finance, etc.) in Germany, Austria, China, and the Unites States• Primary responsibilities included: demand planning, inventory levels, stock ordering, logistics, warehousing, transport, deliveries, sales analyzing, order and return processing, office supply purchasing, phone calls, account opening and filing, invoicing, and customer service• Developed a keen interest in the ERP software and computer programs (Movex, Demand Planner, Sales Analyzer, Warehouse Manager, and Excel) and took initiative in using these tools in marriage to better time and cost efficiency

• Managed the rental office in a residential building of 99 units• Provided individualized apartment tours based on client needs and unit availability• Built rapport with present and potential tenants