Resume/CV

Discover the most common ways I help businesses focus on experience objectives—from the development of a UX Strategy and Marketing Plan to the creation of Product Naming and an Editorial Calendar—that bring forth the desired audience action. 
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WORK EXPERIENCE
Freelance
Experience Lead  | Focused on User Experience + Content Strategy + Branding
Los Angeles
2011–2020

• For freelance clients, I delivered experiences that balanced strategy with customer engagement.
• In addition to Fortune 1000 clients, I developed projects for start-ups, such as: Liquidnet, Ray Super Remote, and Pellucid. 

City National Bank 
Lead UX Writer + Team Leader | Focused on Mobile App + Team Process (Freelance) 
Los Angeles
2019–present

• Served as interim team manager—oversaw daily operations, plus managed 9 employees and contractors.
• Managed projects from needs assessment to implementation as well as identified opportunities, established priorities, secured resources, and collaborated with stakeholders.
• Created content and user journeys for 53 features in 15 weeks as the sole UX writer for new native app.
• Established new voice, tone, and language to be implemented for all post-auth digital initiatives.
• Led cross-functional design thinking exercises to ensure user-centered design was at the core of products.
• Ensured consistent UX nomenclature and interface copy, plus collaborated with designers, research, and insights teams to develop user flows and solve UI challenges 
• Developed strong relationships with large Legal and Compliance teams to gain content approval and made sure required copy was understandable to everyday people.
• Crafted marketing materials for App Store and Google Play, plus developed internal education resources.

Elastic  
Content Strategist / Copywriter | Focused on Company Culture + Product Marketing 
Los Angeles
2017–2018

• Developed B2B content in a variety of formats with subject matter that ranged from editorial to technical.
• Fulfilled KPI of 25% increase in employment applications by creating content focused on company culture.
• Designed content strategy for global employee handbook (100+ page document).
• Worked 100% remote, collaborating daily with Marketing, Engineering, and HR teams across the world.

                                                                                                                      
Halton Pardee + Partners
Client Experience Lead | Focused on Business Strategy + Internal Process + Company Culture 
Los Angeles 
2016–2017

• Boosted staff retention by 35% through quantitative and qualitative analysis—developed focus groups and surveys to gather data and insights—this led to operational improvements for the sales team and reduction of CRM workflow by 50+ steps.
• Wrote all B2C automated and lifecycle emails for customer acquisition, conversion, growth, and loyalty—communicating benefits, sales process, and company’s value proposition in helping each step of the way.
• Introduced and wrote inbound email campaign, achieving 44% open and 6% click-through rates in first six months.
• Designed and implemented customer segmentation strategy to drive pre-purchase brand awareness through multi-year post-sale retention.
• Developed brand and social media strategy with editorial direction for blog posts and videos.
• Created materials and conducted weekly CRM training for 35 sales agents.
  
  

Warner Music Group                                 
Lead UX Writer + Content Strategist | Focused on Product Development + Brand Creation (Freelance)
Los Angeles                          
2013–2016

• Developed all content for launch of 8 mobile and desktop products, from product naming to UX copy.
• Mapped user behavior and system responses for a robust Warner/Chappell product—$1.5B in transactions annually—plus created content strategy, user interface text, and training materials for each set of features.
• Acted as voice of the customer to define features and shape development of an in-house social dashboard featuring single sign-on (SSO) user-flow for connecting to all WMG apps.
• Led development and implementation for Helpdesk app of self-serve solutions: KPI results showed reduction of IT requests by 25%, plus performed day-to-day project management across internal teams.
• Worked 100% remote for the New York team, plus partnered with London and Kiev colleagues and vendors.

Viking Ocean Cruises / Phenomenon                                 
Lead UX Writer + Content Strategist | Focused on Content Development (Freelance)    
Los Angeles                        
2012–2013

• Launched Viking Ocean Cruises: a $5mm global initiative for a new “affordable luxury” brand.
• Determined the brand voice and content strategy across all editorial—catalog, website, video, email, and apps.
• Developed content taxonomy for all cruise options (2600+ entries), plus created 127-page messaging plan to ensure continuity across all materials.
• Created editorial calendar to highlight exciting destinations for different times of year.
• Managed and provided creative direction to freelance copy team.

LG / Publicis Modem                             
Lead Content Strategist | Focused on Customer Engagement (Freelance) 
New York                   
2010–2011

• Increased post-purchase engagement via delivery of a product education campaign highlighting key features, and benefits—surveys showed an 8% increase in customer satisfaction.
• Revised technical user manuals to be more step-by-step for an easy-to-use experience.
• Conducted audit of 1,000+ page website and prioritized elements that informed the overall creative strategy. 
• Provided creative direction and project management to internal copy team. 

Early Career: Associate Creative Director at Digitas-NY, Producer / Senior Engagement Manager with Organic in both San Francisco and New York, Communications Director for Amalgamated Bank’s Trust & Institutional Investments division, plus Editorial Producer / Copywriter at Good Company in San Francisco. 


SKILLS    
User Experience & Content Capabilities 

• UX Writing: Taxonomy Development & Navigation
• User Journeys & Task Flows
• Form design & Instructions
• Content Audits & Analysis
• UX Research, Testing, & Synthesis
• Requirements Gathering
• Competitive & Trend Analysis
• Editorial Calendars
• Style Guides

Marketing Expertise

• Copywriting
• Product Naming
• Branded Content Articles
• Email Campaign Development
• Creative Development & Direction

Working Familiarity 

• Python (Py)
• Javascript (JS)
• Cascading Style Sheets (CSS)
• Hypertext Markup Language (HTML)
• Structured Query Language (SQL)
• Tableau Dashboards
• Confluence, JIRA, and Github
• Agile + Waterfall Methodologies

EDUCATION    
University of Southern California, Viterbi School of Engineering
Certificate in Data Analytics
 
Boston University, College of Communication
Bachelor of Science in Broadcasting & Film              
 
California Association of Realtors; Los Angeles, CA
Real Estate Agent License

Workshop Participant

• Drucker Institute un/workshop
• SPIN Workshop
• Digitas, Management Training Program
• Upright Citizen’s Brigade, Improv

Personal Projects

• The Secret City, Board Member 2019
• Data Con LA, current Volunteer

CLIENTS + AGENCIES
Working on significant projects in a variety of industries helped me learn the fundamentals for many businesses.

Clients:

• American Express
• Bausch + Lomb
• Chase
• Compact Media Group
• Creative Artists Agency (CAA)
• francesca’s
• Flat Rate Moving
• Freedom Debt Relief
• Hearst Interactive Media
• Impact Radius
• LG
• LAKANA
• Liquidnet
• Men’s Warehouse
• NBC Local Media
• Paige USA
• Panadol
• Pellucid
• Philips TV
• Prudential
• Publicis-Modem
• Ray Super Remote
• Roots & Wings
• SEIU-32BJ
• Time Warner
• Toyota
• Viking Ocean Cruises
• Warner Music Group (WMG)

Agencies:

• Dentsu
• G2
• Grey Worldwide
• HUGE
• PHENOMENON
• Ogilvy
• Organic
• Publicis-Modem
• Siegel + Gale