I'm an experienced and innovative content strategist with a proven track record of driving content excellence, digital engagement, and customer satisfaction.
I have over 10 years of success leading internal and external communications, content stratehy and project management initiatives.
I am adept at delivering content solutions that support business objectives, brand consistency, and user experience.
What I Do
Write Engaging Content
I write engaging content by keeping the message clear, relatable, and easy to follow so people stay interested and understand the key point right away.
I focus on strong storytelling, clean structure, and user-centered language to make sure the content connects with the audience and supports business goals.
Optimize Chatbot Experiences
I make chatbot experiences smoother by creating clear, user-friendly conversation flows and organizing content so the bot can correctly understand what people need.
I use real interaction data to fine-tune responses, fill knowledge gaps, and keep improving how the chatbot supports customers.
Create Easily Digestible Microcontent
I take complex information and rewrite it in a way that's clear, simple, and easy for anyone to understand.
I focus on making content readable and straightforward so people can quickly find what they need without confusion.
My Portfolio
My Resume
Experience
CONTENT STRATEGIST
CRICKET WIRELESS | March 2019 - Present
• Relaunched self-service chatbot, increasing containment by 23%, reducing live agent contacts by 500K/year, saving $1M+.
• Lead strategy and development for customer-facing digital content to enhance support experiences across channels, including AI assistant and web.
• Increase digital self-service rates by creating intuitive support flows and streamlining high-impact content, driving positive customer sentiment and engagement.
• Analyze engagement data to optimize performance, resulting in reduced call volume and improved customer satisfaction.
• Collaborate across UX, developer, and product teams to align content with voice, tone, and accessibility standards.
• Oversaw manual migration of 130+ support pages and 1500+ links to a modern CMS, improving update efficiency and reducing publishing time.
INTERNAL COMMUNICATIONS LEAD CONSULTANT
AT&T | December 2012 - March 2019
• Created and launched a communication platform within 18 hours after a reorganization, generating 52K views in four days.
• Designed and maintained an onboarding microsite for legacy DIRECTV employees, garnering 400K views in six months.
• Managed intranet home page content for 250K employees, aligning messaging with strategic priorities.
• Curated content for 13 internal sites, driving awareness of key initiatives and enhancing employee engagement.
• Navigated between content and IT teams to understand editorial needs and platform parameters, resulting in a significant decrease in technical development timeframes necessary to meet rapidly changing business priorities.
SENIOR CONTENT & SALES OPERATIONS STRATEGIST
AT&T | June 2011 - December 2012
• Built scalable content strategies supporting internal sales and retail policies.
• Reduced content update lag by 50% by synchronizing editorial updates across channels.
• Liaised between content, compliance, and development teams to maintain regulatory alignment and usability.
• Partnered with subject experts, creative strategy, and technical solutions teams to translate user needs into content, improving customer satisfaction.
MANAGING EDITOR
AT&T | July 2006 - June 2011
• Directed a team of 14+ content professionals supporting the company’s intranet communications.
• Customized content for audience segments, reducing response time to inquiries.
• Supported over 400 authors in content submission and workflow issue resolution.
• Partnered with subject experts to coordinate launches, resulting in increased employee engagement and service quality.
Education
BACHELOR OF ARTS
MIAMI UNIVERSITYENGLISH/JOURNALISM
SIX SIGMA
AT&T QUALITY MANAGEMENT SYSTEMGREEN BELT CERTIFICATION
DIVERSITY, EQUITY & INCLUSION IN THE WORKPLACE
UNIVERSITY OF SOUTH FLORIDACERTIFICATE
SCUM MASTER
SCRUM INSTITUTECERTIFICATION
MICROSOFT 365
MICROSOFTCERTIFICATION
GenAI IN ACTION: IMPACT AND POSSIBILITIES
UNIVERSITY OF SOUTH FLORIDACERTIFICATE
AI WHISPERER: A MICROCOURSE IN CRAFTING PROMPTS
UNIVERSITY OF SOUTH FLORIDACERTIFICATE
Experience
CONTENT STRATEGIST
Cricket Wireless | March 2019 - Present
• Relaunched self-service chatbot, increasing containment by 23%, reducing live agent contacts by 500K/year, saving $1M+.
• Lead strategy and development for customer-facing digital content to enhance support experiences across channels, including AI assistant and web.
• Increase digital self-service rates by creating intuitive support flows and streamlining high-impact content, driving positive customer sentiment and engagement.
• Analyze engagement data to optimize performance, resulting in reduced call volume and improved customer satisfaction.
• Collaborate across UX, developer, and product teams to align content with voice, tone, and accessibility standards.
• Oversaw manual migration of 130+ support pages and 1500+ links to a modern CMS, improving update efficiency and reducing publishing time.
INTERNAL COMMUNICATIONS LEAD CONSULTANT
AT&T | December 2012 - March 2019
• Created and launched a communication platform within 18 hours after a reorganization, generating 52K views in four days.
• Designed and maintained an onboarding microsite for legacy DIRECTV employees, garnering 400K views in six months.
• Managed intranet home page content for 250K employees, aligning messaging with strategic priorities.
• Curated content for 13 internal sites, driving awareness of key initiatives and enhancing employee engagement.
• Navigated between content and IT teams to understand editorial needs and platform parameters, resulting in a significant decrease in technical development timeframes necessary to meet rapidly changing business priorities.
SENIOR CONTENT & SALES OPERATIONS STRATEGIST
AT&T | June 2011 - December 2012
• Built scalable content strategies supporting internal sales and retail policies.
• Reduced content update lag by 50% by synchronizing editorial updates across channels.
• Liaised between content, compliance, and development teams to maintain regulatory alignment and usability.
• Partnered with subject experts, creative strategy, and technical solutions teams to translate user needs into content, improving customer satisfaction.
MANAGING EDITOR
AT&T | July 2006 - June 2011
• Directed a team of 14+ content professionals supporting the company’s intranet communications.
• Customized content for audience segments, reducing response time to inquiries.
• Supported over 400 authors in content submission and workflow issue resolution.
• Partnered with subject experts to coordinate launches, resulting in increased employee engagement and service quality.
Education & Certifications
AI Whisperer: A Microcourse in Crafting Prompts
University of South FloridaCertificate
GenAI in Action: Impact and Possibilities
University of South FloridaCertificate
Scrum Master
Scrum InstituteCertification
Microsoft 365
MicrosoftCertification
Diversity, Equity & Inclusion in the Workplace
University of South FloridaCertificate
Six Sigma
AT&T Quality Management SystemGreen Belt Certification
Bachelor of Arts
Miami UniversityEnglish/Journalism