EXPERIENCE

CONTENT DESIGNER

AMERICAN FAMILY INSURANCE (CONTRACT)

Feb 2023 - Present

Impact: Contributed to the achievement of 16% more business production than planned for 2023 and 27% more than the previous year, resulting in nearly $50M in annualized premium for the organization
 

• Practice design thinking in a collaborative environment to create on-brand microcopy and content for insurance shoppers and existing policy holders in a mobile-first, Agile environment

• Leverage user testing results and analytics to identify areas of friction and opportunities to refine content

• Developed a taxonomy of text components in Ditto Words, to achieve consistency across siloed UX teams

• Design and facilitate brainstorming workshops

• Contribute to the evolution of the style guide and content standards
   

CONTENT DESIGNER

SAM'S CLUB (CONTRACT)

May 2022 - Jan 2023

• Collaborated to write concise, consistent, and on-brand microcopy for several products based on research in an Agile environment

• Performed content audits and presented recommendations to create alignment between products

• Created product release emails

• Developed user personas and voice and tone principles

• Participated in discovery interviews and usability testing

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SR. CONTENT STRATEGIST

TALLWAVE

May 2021 - May 2022

• Performed content audits and heuristic analyses for several clients

• Presented and executed on goal-driven content strategies, including  writing landing pages and web content 

• Wrote strategic, comprehensive, and searchable web content for a major healthcare company

• Planned and executed email marketing campaigns in all stages of the marketing funnel

• Helped create foundational brand messaging

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WEB SERVICES SPECIALIST

MARICOPA COMMUNITY COLLEGES, DISTRICT

Jan 2020 - May 2021

• Kept web content updated, searchable, and accessible

• Organized sites’ complex information architecture 

• Wrote SEO-optimized academic program descriptions, blog posts, boilerplates, about pages, and landing pages

• Collaborated to maintain an intuitive, consistent, and positive web    user experience

• Designed and built surveys to determine user needs

• Leveraged web analytics, surveys, and heatmaps to recommend and make web and marketing improvements

• Updated the web content style guide

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FREELANCE COPYWRITER

Jan 2019 – May 2021

• Copywriting, content writing, content strategy, marketing, paid social media

SR. TECHNICAL WRITER, UX WRITER, Oct 2015 – Jan 2019
TECHNICAL WRITER, UX WRITER, Oct 2010 – Jan 2015
TICKETMASTER

• Wrote microcopy and email marketing copy for desktop and mobile

• Created and executed content strategy designed to optimize user onboarding and overall learning experience for a large suite of products

• Wrote release notes, user guides, job aids/how-to’s, reference and onboarding guides, in-app help, FAQs, talking points, and surveys

• Interim writer and newsletter coordinator for the internal bi-weekly client support newsletter

• Maintained documentation libraries for all products

TECHNICAL WRITER

FIDELITY NATIONAL HOME WARRANTY

Jul 2001 – Oct 2010

Impact: Shorter call times and increased call volume for the Inbound Sales and Customer Service departments. Reduced the number of home warranty claims placed with a tips and tricks online reference guide.
 

• Created, managed, and updated an online user guide for the in-house Enterprise Business application

• Wrote several reference guides for various audiences

• Proofread and edited company contracts, marketing collateral, and website content