Western Alliance Bank

Jan, 2024  –  Mar, 2025  •  1 yr 3 mos  -  Contract

• Led knowledge and content strategy within ServiceNow, auditing and restructuring 1,000+ internal articles and directing three large-scale content migrations, contributing to a 20% reduction in ticket handling time and improved accessibility.
• Developed and delivered change communications and enablement content to support ~3,500 employees through enterprise software rollouts (e.g., Microsoft Teams, Workfront, Okta Verify, Cisco Jabber), driving adoption, alignment, and employee experience.

Podium

Dec, 2022  –  Aug, 2023  •  9 mos  -  Full time

• Launched Podium’s external Help Center, leading a full-scale content migration (~320 articles) and establishing content standards, governance, and review workflows to improve clarity, consistency, and user experience at scale.
• Conducted a comprehensive audit of 700+ internal articles, enhancing content quality, usability, and search effectiveness for 100+ global support agents, and supporting self-service adoption through AI-enhanced knowledge solutions.

Integrated Advocacy Solutions

Jun, 2022 - Present  •  4 yrs 3 mos  -  Freelance

• Advise nonprofit and advocacy clients on content strategy, translating complex policy and operational topics into clear, audience-focused messaging for diverse stakeholders.
• Develop multi-format content (e.g., executive communications, stakeholder talking points, user-facing documentation, and social media) to drive engagement, alignment, and action.
• Lead content standardization and governance initiatives by establishing scalable frameworks, templates, and processes that improve consistency, clarity, and long-term maintainability.

Eventus Solutions Group

Jun, 2021  –  Jun, 2022  •  1 yr 1 mo  -  Contract

• Managed a team of eight to design and implement streamlined workflows for a state government client, delivering training resources and data-driven recommendations to support operational transformation and team enablement.
• Redesigned employee onboarding for a global healthcare organization, converting outdated materials into ~30 scalable e-learning modules with interactive content and assessments to improve engagement, knowledge retention, and onboarding effectiveness.

RealPage, Inc.

Jul, 2019  –  Jun, 2021  •  2 yrs  -  Full time

• Owned knowledge and content strategy for RealPage Contact Center, leading the migration of thousands of SharePoint pages into a centralized, single source of truth and enabling 100+ agents to support high-volume customer inquiries with greater efficiency and consistency.
• Led enterprise change communications and adoption programs—including executive updates, crisis communications, newsletters, and release notes—to keep leadership, cross-functional teams, and frontline agents informed and aligned during COVID-19, contributing to 30–50% faster onboarding through standardized content and training.

Levi Strauss & Co.

Jul, 2017  –  Jun, 2019  •  2 yrs  -  Full time

• Spearheaded cross-functional HR initiatives, including a national SOP overhaul and QA program, developing training and communication resources to drive adoption across 100+ locations and delivering data-driven insights to leadership to improve service performance.
• Owned the ServiceNow Knowledge program, governing 900+ articles and reducing HR case volume by 15–20% through self-service, while driving engagement through change communications, campaigns, and release notes.
• Co-presented at ServiceNow Knowledge18 on knowledge strategy, content governance, and scalable program design.

PepsiCo - Frito-Lay North America

Feb, 2014  –  Jul, 2017  •  3 yrs 6 mos  -  Full time

• Implemented standardized background screening processes for frontline hiring, improving compliance and reducing errors across 100+ locations, and leveraging data insights to support audit readiness and hiring accuracy.
• Created training materials and led onboarding workshops for hundreds of HR team members, and delivered newsletters and stakeholder communications to share hiring trends, compliance updates, and performance insights.