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Work Background
ChimeSenior Content Strategist
Feb. 2023Portland, Oregon, United StatesDriving Content Excellence at Chime: - Project management: Successfully migrated 100% of Chime's disputes, direct deposit, mobile check deposit, and overdraft protection content to a new CMS (Shelf.io), enhancing content searchability and leading to a 74% increase in customer satisfaction (sNPS). - Process improvement and content development: Streamlined agent workflows by building interactive decision trees and using conditional logic in Shelf.io, boosting efficiency and member satisfaction. This eliminated guesswork from complex processes, providing step-by-step guidance tailored to specific scenarios. This resulted in a 74% increase in customer satisfaction (sNPS). - Leadership: Led a small team of technical writers to execute the Shelf.io migration. - AI / Automation: Created and trained a custom Chat GPT "Assisted Authoring" tool, reducing content creation time by 50% and optimizing content for clarity and scalability using DITA (Darwin Information Typing Architecture) best practices. ✍️ Data Influencer: - Cultivated a data-literate content team: Launched and led a comprehensive team data adoption program, fostering data literacy and empowering the content team to make data-driven decisions for impactful content. - Team support: Championed individual growth through dedicated office hours and personalized 1:1 coaching, supporting a collaborative and data-literate content team.
ChimeContent Strategist
Sep. 2021 - Feb. 2023Portland, Oregon, United States
Cash AppSenior Content Specialist
Apr. 2020 - Sep. 2021Portland, Oregon, United States
Cash AppCustomer Success Advocate
Feb. 2019 - Apr. 2020Greater St. Louis Area
Children's Learning AdventureLead Foreign Language Instructor
Aug. 2017 - Feb. 2019Ellisville, Missouri, United States
Rx OutreachHealth and Wellness Outreach Coordinator
Mar. 2016 - Feb. 2017Greater St. Louis Area
Entertainment Cruises Inc.Server Assistant on the Odyssey II
Jun. 2015 - Dec. 2015Greater Chicago Area
St. Louis County CourtsLegal Intern at St. Louis County Courts
Jun. 2013 - Aug. 2013Clayton, Missouri
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