Education

MidAmerica Nazarene University: Bachelor of Arts in English

University of Missouri: Master of Arts in Journalism

 

Tools

AP Stylebook, The Chicago Manual of Style, Merriam-Webster Collegiate Dictionary, APA Style Guide, MLA Style Manual, SharePoint, InVision, Sketch, Figma, Azure DevOps, Jira, Trello, Miro, Aha, OpenText, Kana, Adobe Experience Manager, Salesforce, WalkMe, Adobe Analytics, Coveo, , PowerBI, Decibel, Medallia, Nexidia

Experience

H&R Block, Product Manager                                                                                                    February 2022 to current  

  • Define the strategy and vision of the do-it-yourself online product’s help experience based on a deep understanding of customer needs, the product, and industry trends.

  • Manage third-party help integrations with Coveo, WalkMe, Adobe Experience Manager, and Adobe Analytics.

  • Partner with customer experience, marketing, customer support, and development teams to elevate the experience, identify key moments of truth, and determine how to delight clients as they interact with various products and services.

  • Research and monitor product performance and customer trends with data analytics, product analytics, and customer research to gain insight into customers, key performance indicators, and enable future help enhancements.

  • Manage and prioritize backlogs for various development squads according to business goals, market demand, and user needs.

  • Gather and manage product feedback through surveys, concept testing, analytics tools and A/B testing.

  

Aquent, Technical Copy Editor (Contract)                                                                       

March 2022 to June 2022 

  • Proofread content in Microsoft Learn document sets and make updates via GitHub.

  • Support the Cloud + AI content and learning team, working on Azure, SQL Server, Power BI, Visual Studio and other enterprise product content.

  • Ensure text elements are formatted correctly and content is up to date with current UI and program versions.

  • Ensure that documentation complies with Microsoft legal standards, such as use of fictitious names, product names, and trademarking.

  • Review feedback on the Learn content from users and provide fixes if necessary.

 

H&R Block, Senior Business Analyst                                                                                    

February 2020 to February 2022                                                                        

  • Research, edit, and write knowledge base content for digital support agents, ensuring alignment with all supported business line policies, rules, and processes, and continuously updating content.

  • Publish digital knowledge base content following the guidelines required and established for the knowledge base tool (Salesforce).

  • Interact with digital business partners and subject matter experts to document process details and create content for knowledge base tool.

  • Work with stakeholders to understand business needs and assist with development of solutions that meet those needs.

  • Document and maintain processes for the digital knowledge process management group.

  • Create knowledge and case reports using Salesforce Reports to outline problems, opportunities, and solutions for the digital business.

  • Review contact volume and contact driver reports in Nexidia and PowerBi and use that information to suggest data-driven recommendations for the product and agent experience.                                                                   

Aquent, Proofreader/Content QA                                                                                     

July 2021 to November 2021 

  • QA/proofread all open enrollment and supporting documents for Anthem Medicare/Medicaid plans

  • QA/proofread Anthem materials strictly against source documents provided by clients, only marking up differences between the materials and the source documents and egregious errors

  • Work collaboratively with the project manager to discuss questions to send to the client

  • Comfortable handling a large-scale, multi-faceted project and adhering to deadlines while being able to be fluid and flexible

 

H&R Block, Technical Writer                                                                    

July 2013 to February 2020   

  • Write, edit, and proofread help articles, website articles, and UX product content for online tax products and apps including emails, interface screens, error messages, navigation, technical documentation, and help content

  • Participate in the content creation process from initial concepts to the test cycle to final release with a cross-functional team

  • Edit tax-related content to adhere to the AP Stylebook, Merriam-Webster Collegiate Dictionary, and H&R Block Enterprise Style Guide 

  • Define and document system requirements, content, and logic in detailed process flows

  • Collaborate with product managers, business analysts, UX teams to create engaging experiences 

  • Manage and complete content releases through a content management system

  • Translate complex tax information into user-friendly content that’s simple and human

  • Represent the content strategy team in collaborative enterprise workshops and agile scrum teams, suggesting opportunities for content involvement and improvement

  • Conduct UX research to generate ideas and validate creative solutions through human-centered testing

 

 

Freelance Content Editor/Writer                                                                                                              

June 2013-March 2018  

  • Lux Research

    • Proofread technical journal articles and presentations for internal stakeholders and external users

    • Ensure content adheres to Lux Style Guide and the AP Stylebook

  • Red Nova Labs

    • Write original copy and proofread content for a range of corporate marketing and communications materials

    • Collaborate with the internal creative team and broader marketing team from concept development to delivery of final product

  • Steve Pickens Platinum Realty

    • Research, interview, and write feature articles for a real estate blog and newsletter

    • Design and proofread the final layout of the bimonthly newsletter