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Work Background
MockingbirdResourcing and Development Lead
Feb. 2025At Mockingbird, I lead the development and management of internal content and training resources for our Customer Experience (CX) team, ensuring that both our customers and internal team members are supported with the highest level of care and expertise. I balance content creation, training, and customer-facing work to build scalable systems while maintaining an empathetic, high-touch customer experience.
Loblolly PressFounder and Managing Editor
Jun. 2023Asheville, North Carolina, United StatesAs the Founder and Managing Editor of Loblolly Press, I oversee every aspect of the press’s operations, from manuscript acquisition and editorial direction to marketing, production, and community engagement. I work to amplify marginalized voices from the South—queer, BIPOC, and rural writers—by publishing contemporary poetry, short fiction, and novels that reflect the region’s complexities and richness. Key Responsibilities: - Lead the editorial vision by curating a catalog of works aligned with the press’s mission and values.
- Collaborate directly with authors throughout the editorial process, ensuring their voices remain authentic and impactful.
- Manage the end-to-end publishing process, including editing, book design, production, and distribution.
- Develop and execute strategic marketing campaigns, including social media, email outreach, and events, to promote our publications and connect with readers.
- Cultivate partnerships with bookstores, literary organizations, and community groups to expand our reach.
- Oversee financial planning, including budgeting, fundraising, and managing a subscription service to support sustainable growth.
- Foster a community of writers and readers through events, a podcast series, and zine projects, reinforcing our commitment to southern storytelling. Achievements:
- Published numerous works that celebrate underrepresented voices in traditional publishing
- Launched innovative initiatives like a podcast and branded merchandise
- Built a platform that champions diversity in southern literature while supporting emerging writers. This role blends creativity, strategic thinking, and a passion for storytelling, allowing me to contribute to the literary world meaningfully while building a sustainable and inclusive publishing model.
MockingbirdSenior Customer Experience Specialist
Feb. 2023I resolved complex customer issues and provided escalation support, applying de-escalation techniques to ensure positive outcomes. I managed strategic goals, optimized Help Center content for better efficiency and accessibility, and improved overall queue performance. I also developed and maintained Help Center resources, collaborating with cross-functional teams to keep our internal knowledge base accurate and up to date.
MockingbirdCustomer Experience Specialist
Jul. 2021 - Feb. 2023
Self-EmployedCopywriter and Content Strategist
Oct. 2020 - Jul. 2021Rock Hill, South Carolina, United StatesCollaborated with entrepreneurial clients to design and launch services and content tailored to their core message and audience. Crafted clear and distinctive copy for six different businesses, including blog posts, press releases, brand pages, professional bios, newsletters, and emails. Created and managed social and web content, focusing on expanding the core audience.
American Youth FoundationFour Trails Program Manager
Jan. 2018 - Nov. 2020Shelby, MichiganDesigned and led wilderness programs, offering teens engaging outdoor experiences. Recruited, trained, and mentored staff, ensuring top-notch service and safety. Developed risk management strategies, complying with ACA standards. Managed communications with campers and parents, boosting engagement and satisfaction. Conducted staff evaluations to support continuous program improvement.
Experience Learning, Inc.Field Instructor
Aug. 2017 - Nov. 2017Circleville, West VirginiaCollaborated with a co-leader to design and lead multi-day backcountry trips across the Mid-Atlantic United States. Inspired teenagers to develop interpersonal and emotional skills. Managed risk effectively to ensure a safe and enriching learning environment.
American Youth FoundationProgram Intern
Aug. 2016 - Aug. 2017Center Tuftonboro, New HampshireCollaborated with team members to customize and implement outdoor education programs for over 30 schools and organizations. Conducted research and developed new educational initiatives with a focus on sustainability, enhancing the overall impact and relevance of the programming.
Winthrop UniversityWriting Coach
Aug. 2013 - May. 2016Rock Hill, South Carolina, United StatesWorked with a diverse student population, applying various strategies to enhance process-based skills such as syntax, vocabulary, structure, organization, paragraph development, documentation, and formatting. Developed a relationship-centered approach, collaborating with clients over several months to help them gain insight into their writing strengths and areas for growth, fostering continued improvement in their skills.
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Clerk @ Hazel Hawkins Memorial Hospital