T O O L S

EXPERIENCE

AMERICAN FAMILY INSURANCE (CONTRACT)  | FEB 2023 – JUL 2026
UX Content Designer

Impact: Helped increase annualized premiums to $50M, 16% over target.
Lead end-to-end content strategy and content design for the digital quoting and servicing experiences to ensure content is on-brand, accessible,  and meets business goals.

Scale core platform content to adapt to diverse product requirements for high-profile partners like Costco Connect, GEICO, and Experian.
Partner with design, research, product, engineering, and legal stakeholders in a rapid Agile environment.
Present content strategy solutions and reasoning to product stakeholders.

Conduct in-depth competitive assessments and content audits. Facilitate content brainstorming sessions.
Standardize UX content guidelines for consumer-facing digital experiences.

SAM’S CLUB (CONTRACT) | MAY 2022 – JAN 2023
Content Designer

Write concise microcopy for a complex ecosystem of employee tools to improve product usability.
Partner with design, product, and engineering to ensure content is effective and meets business goals.
Work with UX Designers and product to prepare for and facilitate usability testing.
Develop user personas and voice and tone principles for internal users.
 

TALLWAVE | MAY 2021 – MAY 2022
Senior Content Strategist 

Perform content audits and competitive analyses for clients in healthcare, real estate, and government.

Prepare discovery questions and interview client subject-matter experts (SME).
Present findings and goal-driven content strategies to clients.
Write landing pages and long-form web content for a major healthcare client to meet business objectives, build brand trust,  and enhance search rankings.
Plan and execute email marketing campaigns in all stages of the marketing funnel.
Collaborate with client and agency lead to create foundational brand messaging.
 

MARICOPA COMMUNITY COLLEGES | JAN 2020 – MAY 2021
Web Services Specialist

Leverage heatmap and survey data to optimize user conversion paths, college program discoverability, and site traffic.

Write SEO-optimized academic program descriptions, boilerplates, and landing pages.
Organize sites’ complex information architecture.
Update and scale a district-wide content style guide to ensure brand consistency and accurate messaging  across a complex multi-campus platform.
Design and build surveys to determine user needs.
 

FREELANCE COPYWRITER | JAN 2019 – MAY 2021
Self-employed

Elevate brand presence and lead generation for diverse client portfolios with targeted content strategies and paid social media campaigns.
Improve user engagement across digital touchpoints by crafting high-impact copy for web, social, and marketing collateral.
 

TICKETMASTER | OCT 2010  – JAN 2019
UX Writer, Senior Technical Writer | SEP 2015  – JAN 2019

Serve as interim coordinator and writer for internal bi-weekly client support newsletter.
Cross-collaborate with UX designers and product to write microcopy for a large suite of SaaS products and mobile fan-facing app.
Create and execute content strategy designed to optimize user onboarding and overall learning experience for SaaS products.
Write email marketing copy for desktop and mobile.
Write release notes, user guides, job aids, reference and onboarding guides, in-app help, FAQ, talking points, and surveys.
Create and manage a centralized library of learning materials.

UX Writer, Technical Writer | OCT 2010 – SEP 2015

Cross-collaborate with UX designers to write microcopy for SaaS products and mobile fan-facing app.
Write email marketing copy for desktop and mobile.
Write release notes, user guides, job aids, and reference and onboarding guides.

FIDELITY NATIONAL HOME WARRANTY | JUL 2001 – OCT 2010
Technical Writer

Design, write, and manage a centralized online reference guide for an internal enterprise application that is used by all in-house departments.
Impact: Shorter call times and increased call volume for the Inbound Sales and Customer Service departments.
Develop, write, and manage a “tips and tricks” digital resource for customer service reps.
Impact: Improved policyholder self-service rates. Reduced the number of home warranty claims placed.
Write several reference guides for various audiences.
Proofread and edit company contracts, marketing collateral, and website content.