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Work Background
PHL Service Design Studio | City of PhiladelphiaExecutive Director
Nov. 2024Philadelphia, Pennsylvania, United States• Lead and manage a multidisciplinary team of designers, researchers, and strategists delivering equitable, accessible, and trauma-informed services across City government. • Co-create the Studio’s long-term vision, organizational strategy, team culture, and infrastructure, aligning service design practice with Citywide priorities and community needs. • Oversee service improvement initiatives in collaboration with residents, City departments, and cross-sector partners—from scoping and research to delivery and impact measurement. • Coach and develop team members while building systems that support healthy collaboration, accountability, and professional growth across the organization. • Serve as a deputy to the Chief Administrative Officer, contributing to strategic planning, budget development, and policy and process improvement efforts. • Champion the Studio’s work through thought leadership, internal advocacy, and external communications—including conferences, publications, and stakeholder engagement.
PHL Service Design Studio | City of PhiladelphiaDeputy Director of Strategic Design
Sep. 2023 - Nov. 2024Philadelphia, Pennsylvania, United States• Manage and coach team members by providing administrative, operational, and strategic support • Cultivate the team’s culture and growth • Support the Studio’s maintenance and growth • Lead and/or support projectsthat advance the Studio's mission to help City agencies improve service delivery for front-line staff and residents • Communicate about the Studio’s work internally and externally
PHL Service Design Studio | City of PhiladelphiaLead Service Design Strategist
Feb. 2022 - Sep. 2023Philadelphia, Pennsylvania, United States
Temple UniversityGuest Lecturer
Apr. 2020 - Apr. 2020I worked with Advertising students leading a session of their Account Planning capstone class where I shared practical tips and strategies for: storytelling and writing stellar creative briefs; and navigating the early stages of a career path. We also discussed the importance of exploring and practicing qualitative research methods—as it applies to excelling and growing in one's career and as a tool for producing relevant and distinctive advertising work.
Thomas Jefferson UniversityGuest Lecturer
Apr. 2020 - Apr. 2020I worked with students in the Sustainability Leadership Certificate program to co-teach a session of the Models & Metrics for Sustainable Organizations class. After helping students evaluate their business models, I shared some practical strategies and approaches for: designing and performing research to help clarify their value propositions, address challenges with their existing models, identify new opportunities, and connect with their customers.
PHL Service Design Studio | City of PhiladelphiaService Design Strategist
Feb. 2020 - Jan. 2022Greater Philadelphia AreaMy teammates and I use participatory design processes to collaborate with policy-makers, City agencies and employees, and residents to make government service delivery more accessible, just, and human. And we do that by centering disenfranchised voices—or those typically not invited to the decision-making table—in our work. My role as a strategist specifically focuses on leading all aspects of a project life cycle—including strategy, design, implementation and evaluation. Additionally, as one of the founding members of the Studio, another rad element of my work involves helping our team build a rigorous and sustainable practice for the City of Philadelphia and amplify our approach and work within the City and beyond.
QVC GroupResearch Engineer
Jun. 2018 - Jan. 2020Greater Philadelphia AreaAs a customer-obsessed miner, I used both generative and evaluative research techniques, curiosity and a touch of pluck to uncover key insights that helped cross-functional teams design digital solutions to make it easier for Qurate customers (at HSN and QVC, specifically) to shop. More specifically, I conducted contextual interviews, diary studies, ethnography/in-home research and usability studies with current and prospective customers, and shared those findings with stakeholders at all levels across the enterprise.
Capital OneSenior Communications Associate
Mar. 2017 - Jun. 2018Wilmington, DelawareI helped manage the day-to-day internal communications to Small Business associates, and like many small business owners, I got to wear a lot of hats. Most days I partnered with line of business leads and subject matter experts to create and curate stories to share across our business and the enterprise. I also helped develop and strategize leader messages and provided hands-on support for town hall and team meetings. Increasingly I was sought after to provide strategic counsel and tactical support for functional and cross-functional initiatives, which is something I particularly enjoyed as it allowed me to: • Conduct interviews with internal clients to develop and execute communication strategies that ultimately enabled employees to continue advancing Capital One's mission to change banking for good • Partner with internal and external clients to leverage relationships for optimal execution of marketing strategies • Work with and learn from end-users to gauge success of messaging and identify areas of opportunities to increase and expand associate engagement Learning and implementing various aspects of human-centered design and agile practices into our communications work really gave me an opportunity to research, prototype and iterate on employees' experiences. Conducting design thinking interviews with associates to gauge their awareness of and participation in town halls were great examples of this work. I particularly loved how this process and approach continuously gave me and my teammates creative ways to evaluate feedback, generate efficiencies and simplify the ways we communicate and support our peers.
Capital OneCommunications Specialist (Contractor)
Sep. 2016 - Mar. 2017Wilmington, DelawareMy Capital One journey began as a contractor—hired by Aquent (they're amazing, check 'em out!)—to provide day-to-day internal communications support to Small Business Associates in the Retail & Direct Bank division. Thrilled to arrive at a company that ardently embraces and practices design thinking, I was immediately able to put my own human-centered design skills to work as I helped conduct interviews with internal clients across our business areas to develop and execute communication strategies and tactics to help enable Associates to continue advancing the Capital One mission to change banking for good.
AmeriHealth CaritasEnterprise and Market Communications Specialist
Apr. 2016 - Aug. 2016Greater Philadelphia AreaPart project manager and part tactician, I provided strategic communications support and counsel to plan managers, as well as the Creative Services, Editorial Services, Digital Services, Internal Communications, Media Relations, Compliance and Legal teams. Focusing on enterprise-wide initiatives, I succesffully co-led a cross-functional communications planning team that created collateral in support of annual corporate goals, member education and engagement campaigns and other deliverables.
Resources for Human DevelopmentInternal Communications Manager
Feb. 2014 - Apr. 2016Greater Philadelphia AreaI started out as a special projects coordinator on the operations team in the headquarters of this national human services family, where I partnered with various departments and programs to assist with the development of new policies, procedures and initiatives. My gravitation toward developing targeted communications strategies and tactics led to the creation of the internal communications manager role, where I was instrumental in assessing needs and developing messages and tactics that engaged and shaped the behavior of RHD's 5k+ employees. Having a back office position in a company where >80% of its employee population is mobile presented a steady stream of communications challenges, but I enjoyed and thrived on learning about the myriad services provided and identifying communications gaps. I relished the chance to cultivate solid working relationships with program staff, executive leadership and other internal stakeholders to develop and execute projects, including assisting with the company's first corporate strategic planning process. Working at a nonprofit also gave me the opportunity to don a number of different hats, including a few technical ones intranet-site manager, graphic design dabbler and technical support specialist for various corporate equipment and systems. I also served as a mentor to internal communications interns and as a writing coach for participants in the company's leadership development program. But perhaps my greatest privilege and joy was emceeing and participating in three Values Day (the annual corporate-wide event) celebrations where I was able to witness and honor firsthand the work of so many incredible, resourceful, determined, creative and vibrant employees and individuals we served.
IKEAHL1 Coworker (Textiles)
May. 2012 - May. 2015Conshohocken, PAAfter years of being gobsmacked and completely intrigued by the often overflowing contents of my shopping cart, I took a part-time job at Ikea Conshohocken to earn some extra cash and find out (some of) what makes this innovative juggernaut tick. The results? I know a lot about: • textiles and bathroom sinks and cabinets • the secrets to navigating the store quickly and • I'm an intrepid, efficient assembler of any piece of furniture and accessories. I also sharpened my powers of observation, anticipation and persuasion through customer interactions; gleaned real-time understanding of supply chain and systems management; and gained an appreciation and affinity for the Swedes' commitment to simplicity, minimalism and efficiency. Things I did not learn: • How to pronounce 98% of the product names • To love the meatballs
Resources for Human DevelopmentSpecial Projects Coordinator
Apr. 2012 - Feb. 2014Philadelphia, PAThis is where my RHD journey began, when I facilitated communications and technical support for financial operations workflows and managed the content development, publication and distribution of internal communications tactics, including the company intranet and monthly employee newsletter. Scroll up to see more details and examples of my work.
CDI Engineering SolutionsAdministrative Assistant
Jun. 2011 - Mar. 2012Greater Philadelphia AreaWell whose career doesn't have one (or more) of those Frost-like roads diverging? When my previous position was eliminated (the company declared bankruptcy), I decided to harness my administrative and organizational skills (I have always had an intense love of office supplies) and work as an administrative assistant. I was fortunate enough to support a Chief Accounting Officer, Sr. Vice President and 4 Vice Presidents, along with professional staff of more than 30, where I developed a solid understanding of project, calendar and office management, and became adept at maintaining confidential and proprietary information; administering and compiling complex, detailed monthly reports and handling staff issues.
StarbucksBarista
Jan. 2007 - Dec. 2009Fact: I needed to know the recipes and how my favorite drinks were made, so I got a job as a barista. At this point, I was juggling a full-time job while taking care of my mom as we navigated her health care issues, and extra money was needed (well, when is it not?). Here, I got to dust off my PR hustle chops to contend with the fast-paced, high demand of over- and under-caffeinated people. This position allowed me to learn about food and healthy safety and sanitation procedures; the genius of assembly-line teamwork; and the vital importance of managing cash, point-of-sale and inventory functions accurately and consistently. I also learned how to make an extra, extra, extra dry cappucino and several of my favorite drinks (toffee nut misto—the creamy foam is key; caramel macchiato).
LECGCoordinator
Aug. 2006 - Mar. 2011Maintaining a proven record of consistent, highly efficient and productive client service providing support to professionals in accounting, audit, business consulting, expert testimony, insurance and tax knowledge units - Project Management Support – Provide technical support to more than 50 managing directors, managers and professional staff assisting them with monthly billing, time entry and resource management; manage database of more than 5,000 clients and engagements entering, tracking and updating data to facilitate the monthly revenue recognition process - General Accounting – Enter and maintain employee and accounts payable vendor records; handle accounts receivable adjustments, daily cash receipts, intercompany invoicing and expenses - Administrative Tasks – Liaise with contractors, vendors, accounts receivable and payable groups to resolve invoice discrepancies; compile and administer monthly reports; draft and distribute correspondence; facilitate new hire training sessions; perform data entry and cleanup; other general office duties
Internal Revenue ServiceData Transcriber
Feb. 2006 - Mar. 2006New to the Philadelphia area and needing additional income to support my mom during a health crisis, I put my fast and nimble typing fingers to good use on the night shift where I transcribed data from tax forms into IRS computer database (I averaged 7300 keystrokes per hour with above 95% accuracy).
Ruder FinnAssistant Account Executive
Feb. 2005 - Nov. 2005Add me to the long list of people who pack up everything they own in a '95 Pathfinder to take a bite out of the Big Apple. As an executive trainee, I cut my teeth in the PR world by generating media coverage for clients such as glaceau vitaminwater, Beringer Blass Wine Estates, the NYC Carpenter's Union and more. Through artfully crafted pitches and/or pure luck I garnered placements in The Wall Street Journal, on WCBS New York and KNBC Los Angeles, in Shape Magazine and Family Circle, among others.
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