• Spearheaded a new communications platform, enhancing internal collaboration and knowledge sharing across sales and solutioning teams.

• Revamped external resources by collaborating with cross-functional stakeholders, resolving technical implementation challenges to ensure effective delivery.

• Managed a comprehensive training calendar, including session scheduling and content development, ensuring timely distribution of materials to support sales readiness.

• Developed and distributed a monthly newsletter, spotlighting key updates and improving engagement by 5pp month over month, while minimizing communication noise for staff.

• Implemented organizational communication strategies that leveraged AI to streamline content creation, enhancing clarity and actionable insights for stakeholders.

• Partnered cross-functionally to create training and communication plans to support product and process improvements and ensure alignment with strategic initiatives.

• Implemented a modular content strategy across the knowledge base, leveraging the backend content management system to reduce time spent manually updating content.

• Achieved $2.4M in year-over-year operational savings by optimizing key metrics through strategic knowledge management practices, enabling data-driven decision-making.

• Reduced issue resolution time by 35pp by implementing best practices across 350+ issue types, improving efficiency in support operations.

• Collaborated with product teams to proactively equip outsourced agents across 8 vendor sites with necessary tools and resources, ensuring seamless communication during transitions.

• Leveraged qualitative data to identify training opportunities, focusing on 'soft skills' development to enhance client interactions and overall support experience.

• Managed contract workers to deliver complex projects on schedule, maintaining high standards of quality and operational efficiency.

• Oversaw knowledge management for self-service support ecosystems, ensuring streamlined access and resource allocation.

• Led the team to achieve 100% compliance with tool access management policies, significantly improving efficiency and driving cost savings.

• Led efforts to enhance translation automation and reduce manual translation efforts, increasing translation coverage by 25% in Meta Help Centers.

• Employed A/B testing and data insights to refine content delivery, improving user engagement and driving continuous improvement in support content.

• Collaborated cross-functionally to develop self-help strategies for new products and sensitive issues, ensuring effective communication of complex concepts.

Tech Writing @ SpaceX (2016)

Member Management @ Wolf Trap (2015)

Corporate Fundraising @ The Kennedy Center (2014)

BA Professional Writing (2015)