- Work closely with Product, Machine Learning, and Data Science to build and improve the quality of a Generative AI and NLP/NLU based support chatbots.- Craft high-level and detailed conversational scripts to effectively communicate chat and voice interaction.- Review and edit conversational content for accuracy and alignment with brand voice and tone.- Leverage quantitative and qualitative data to identify pain points and opportunities to improve user and business impacts.- Provide feedback and support for more junior designers.

- Worked from ideation to implementation and iteration of chatbots across multiple cohorts resulting in +$4.2 million in cost savings.- Built and implemented solutions in CUI authoring tools.- Conducted user acceptance testing regularly to ensure conversations and platforms are performing as expected.- Employed UX writing industry standards to ensure clarity and readability whenever possible.

- Wrote content for shoppers, consumers, and internal support agents, including help center articles, chat talking points, emails, templates, and internal knowledge bases.- Provided strategic consulting with product and field operations teams to advocate for the voice of the customer and to create content is clear, usable, and up to date- Partnered closely with our process team to translate flowmaps into content including help center articles, chat scripts, decision trees, and job aids - Brought a creative & strategic eye to content, making it more effective through style, format, and delivery.

- Created content types including text, video, and presentations on an ad hoc basis for support and self-service channels.- Supported external communications efforts by sending and reporting on email communications- Conducted regular content inventories to ensure accuracy and identify gaps- Reviewed and edited content for accuracy and alignment with brand voice and tone- Worked with Process, Quality Assurance, and Support teams to identify and assign content gaps and improvements

- Created content and campaigns for B2B and B2C social media channels (Facebook, Twitter, Instagram, LinkedIn) alongside a social agency that lead to a post engagement rate increase of 18%- Managed community questions with clear and concise verbal and written communication via email, phone and social media channels- Built and developed social media policy and crisis guidelines for internal and external communication- Developed marketing strategies and programming based on regular analysis of client feedback- Created written and video content for email marketing, converting 33% of trial members into paying customers

- Wrote Press Releases and created visual promotions for various volunteering events on and off campus- Utilized Microsoft Office proficiently (Word, Excel, PowerPoint, etc.)- Maintained student relationships with strong customer service skills- Assisted student and faculty members with information regarding office services

- Developed databases of contacts in order to determine appropriate, personalized promotional material to send to each contributor- Successfully utilized social media (Twitter, Facebook, and Pinterest) to increase donations to the Foundation by increasing public awareness of the Arthritis Foundation's cause- Made contacts and maintained relationships with potential contributors by phone, mail, and email