Promoted from Senior Content Strategist in July 2023- Curate and maintain comprehensive knowledgebase content for a global audience of 6,000 Client Success and Sales representatives, ensuring that complex technical information is communicated clearly and effectively.- Partner with product and process subject matter experts to ensure articles are clear, accurate, and easily digestible by our CS and Sales teams.- Developed and implemented a standardized knowledge article template and content standards, ensuring consistent formatting, structure, and content quality.- Analyze knowledgebase usage data and user feedback to continuously optimize content organization, navigation, and search functionality, ensuring a seamless and efficient user experience.- Conduct quarterly audience research initiatives with 10% of our users, using Qualtrics surveys and focus groups, identifying key insights, and delivering actionable recommendations to ensure the continued success of our platforms.- Partner with leadership and cross-functional teams to align our knowledgebase with upcoming priorities, organize project plans, and ensure timely, high-quality delivery of content.- Facilitate regular audits of our library of 800 articles, recently resulting in a reduction of irrelevant volume by 13% and increasing average article views by 18% through strategic content optimization efforts.

Lateral move to the Content pillar of the Business Communications team, focusing on effectively equipping our client-facing teams with the critical resources they need to sell to and service clients

- Developed and implemented targeted and specific communication strategies for critical business changes using proactive (push) and reactive (pull) methods through Slack, email, and intranet posts. These efforts led to a 92% reduction in email volume in July, contributing to the achievement of a top OKR.- Provided mentorship and comprehensive training resources to new hires, offering regular feedback and guidance, resulting in successful onboarding and the development of high-performing team members- Led the revamp of our internal intake system, JIRA, resulting in an 86% increase in productivity- Analyzed performance metrics on company-wide communications and developed action plans to enhance employee engagement and improve the effectiveness of internal communication- Built Looker Studio dashboards to visualize trends and presented insights to leadership quarterly to drive strategic decision-making

- Crafted compelling communications that cater to different market and audience needs to keep our customer-facing teams informed and engaged- Collaborated with cross-functional teams to ensure content is clear, effective, actionable

• Founded and led "Little Smiles," a living and learning community aimed at supporting underprivileged children in the Fairfield community• Successfully organized two fundraising programs per year to raise donations for local preschools and hospitals• Fostered partnerships with local boys and girls clubs and preschools, connecting Fairfield University students directly with children in need• Strategically promoted our cause through social media campaigns and campus-wide flyers• Collaborated closely with an on-campus advisor, ensuring seamless program execution• Worked directly with Wakeman Boys and Girls Club and Yale New Haven Children's Hospital to make a tangible impact in the community.

• Analyzed performance metrics on company-wide emails and created a plan to better engage employees and increase the effectiveness of internal communication • Contributed to the launch of Salesforce Knowledge Base, which received an average of 11,000 daily page views and provided a centralized source for product and process knowledge.

• Handled a high volume of incoming calls, emails, and live chats relative to membership signing and renewal for a 200,000+ subscriber base• Helped current and prospective members determine the appropriate account type to satisfy their needs• Worked as a team to ensure pristine service to our customers by communicating with captains from over 100 Sea Tow franchises nationwide• Experience in Business-to-Business communication via Sea Tow partners