Resume

Summary

I design content and systems that make complex ideas clear and usable. I follow through on tough problems, help others do their best work, and connect people to get things done. I’m at my best on a team that cares about working well together, thinking differently, and doing work that actually makes a difference.

Skills

  • Content & UX: Content Strategy, UX Writing, Plain Language, Information Architecture, Content Governance, Accessibility

  • Research & CX: User Research, Journey Mapping, CSAT Analysis, Service Design, Content Testing

  • Tools: Figma, Google Analytics, Zendesk, Qualtrics, Miro, Jira, Confluence, GitHub, Sketch

Experience

Content Design Lead / CX Lead
Fearless | Remote | 2023–2025

  • Directed UX research and content strategy for the Federal Audit Clearinghouse app and fac.gov, optimizing UI and information architecture.

  • Secured federal approval for UX research initiatives, enabling user-centered enhancements.

  • Led the development of a comprehensive Help Desk from the ground up, creating over 40 FAQs, 50 macro email templates

  • Built CX dashboards tracking user metrics to guide iterative improvements. Surpassed client’s initial customer satisfaction goal of 70%, ultimately achieving a rating above 90%.

Content Designer
Frontier | Contractor | 2022–2024

  • Developed enterprise content strategy for Office 365 adoption at a leading aerospace and defense client.

  • Improved information architecture and accessibility across learning guides.

  • Crafted UX copy and email campaigns supporting a new IAM system launch.

UX Writer
Broadberry Entertainment Group | Contractor | 2021–2022

  • Optimized microcopy and user flows, increasing email list growth and retention.

  • Conducted conversation mining to refine user experience language.

  • Improved email conversion rates by 22% through clear, concise UX messaging.

Content Designer
Overcoast Music & Sound | Contractor | 2021

  • Identified and resolved UX friction points, improving user flows for a music library platform.

  • Redesigned 404 error pages, reducing bounce rates by 42%.

  • Created brand-aligned microcopy to enhance user engagement.

Content Designer & Professor
Purdue University | Remote | 2007–2023

  • Designed curricular content for the Composition Department, optimizing online student experiences with research-based user flows and clear microcopy.

  • Designed and delivered live multi-modal seminars focusing on clear, research-based writing.

Professor of Writing & Communication
Army Logistics University | Richmond, VA | 2017–2022

  • Taught Army Captains effective, concise communication aligned with the Army Writing Style Guide.

  • Designed and conducted workshops simplifying complex writing and research.

Education

  • MA, Writing, Composition & Rhetoric – Virginia Commonwealth University

  • BA, English Language & Literature – University of Virginia

Awards

  • Creative Course Award, Purdue University Global, 2016

  • Creative Nonfiction Essay of the Year, Virginia Commonwealth University, 2007

References

Available upon request.