Resume
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Senior Content Strategist
Ahold Delhaize USA
August 2022 – Present
Lead the user experience writing process across cart, checkout, payment, rewards, and internal business systems, while mentoring junior content designers
Work directly with executive leadership on the creative direction, launch, and content planning of ADUSA’s short-form video recipe feature, propose business goals for board approval, align product design initiatives, and strategize emergency responses, including the recent Boar’s Head Listeria outbreak
Write clear, concise, data-driven copy for UI elements like headlines, descriptions, instructions, buttons, menus, tooltips, and error messages, ensuring each piece contributes to the overall user experience and complements the design and business objectives
Collaborate cross-functionally with product managers, engineers, user experience researchers, marketing, customer operations, fulfillment, and more to create world-class digital experiences, emphasizing mobile-first communications where every character is purposefully chosen
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Uber Technologies
Technical Content Writer
July 2018 – August 2022
Founding member of Uber's content design team, established to standardize and scale the customer support knowledge base for riders and drivers across USA and Canada
Wrote original copy and edited existing content based on product requirements and internal style guidelines, utilizing over 6 years of experience and subject matter expertise
Merged driver and delivery support logic processes and customer-facing content which reduced duplicate internal resource guides by 92% and increased customer satisfaction
Designed a changelog system that communicates regionalized updates to over 600 customer service agents each day in 70 cities across USA and Canada
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