Content Strategy & Enablement

• Directed Help Centre content strategy, growing and managing a knowledge base of 600+ articles to reduce ticket volume and scale customer self-service.

• Designed and launched Humi Academy, a video-based client education platform that drove a ~50% increase in engagement compared to written content and improved onboarding efficiency.

• Developed and enforced content design and architecture, governance frameworks, editorial standards, and reusable systems to ensure brand consistency and operational scalability.

• Recognized as the team’s knowledge strategy lead — developed systems still in use across Product and CX; trusted as the go-to expert for scalable content ops and enablement strategy.

• Experimented with AI and automation tools (ChatBots, Colossyan, HeyGen) to elevate support and education experiences.

Process Design & Optimization

• Built SOPs, project plans, intake workflows, and dashboards that reduced internal content turnaround time by ~35% and improved cross-team visibility.

• Used behavioural analytics, search queries, and ticket data to identify knowledge gaps, prioritize updates, and improve article discoverability.

Collaboration & Cross-Functional Alignment

• Collaborated with Product, Engineering, and CX on feature launches, ensuring technical accuracy, consistent messaging, and proactive knowledge support.

UX & Brand Alignment

• Led two major Help Centre rebrands, overhauling UX, taxonomy, and tone to align with evolving product architecture and brand identity.

• Embedded accessibility (WCAG standards) and inclusive language into all customer-facing content.

Leadership & Career Growth

• Progressed from Associate to Lead over 2.5 years; operated at a strategic and systems-level from day one, driving scalable knowledge operations and client education innovation.

• Led a fully-remote global team of ten, ensuring effective asynchronous & face-to-face communication and connection.

AssistHer | Whistler, BC
March 2022 - January 2023

Marketing Strategy & Content Creation

• Developed and executed marketing strategies for a range of clients, including web designers, life coaches, and SEO specialists.

• Wrote high-impact copy for websites (Squarespace, Wix), blogs, social media, and marketing materials, tailored to each brand’s voice.

• Optimized content for SEO, boosting web traffic and improving client search rankings.

Visual Design & Branding

• Created on-brand graphics, layouts, and promotional assets using Canva and Adobe Photoshop/Illustrator.

• Designed and maintained websites on Squarespace and Wix, ensuring cohesive alignment between visuals and messaging.

Email Campaigns & Client Collaboration

• Built and managed conversion-driven email marketing campaigns using Mailchimp.

• Partnered directly with clients to clarify goals and translate their vision into strategic content and design.

• Delivered high-quality work across multiple concurrent projects, consistently meeting deadlines and budgets.

Rad Power Bikes | Seattle WA
August 2020 - March 2022

Systems & Content Management

• Built scalable systems and processes for quick-response macros in Zendesk, enabling efficient, on-brand B2C communication for a 100+ person CX team.

• Served as editor-in-chief for all macro content, maintaining tone, clarity, and alignment with evolving brand guidelines.

• Created internal documentation and usage guides to support consistency and onboarding for new team members.

• Monitored macro performance and agent feedback to refine content, reduce redundancy, and improve resolution rates.

Team Leadership & Training

• Oversaw and trained a team of 3–5 agents, providing guidance on macro usage, communication best practices, and quality assurance.

Client Engagement & Problem Solving

• Collaborated directly with clients to surface pain points, resolve issues proactively, and drive satisfaction.

• Surfaced recurring customer concerns and language trends to inform broader support, product, and communication strategy.

Cross-Functional Collaboration & Strategic Communication

• Partnered with senior leadership to craft company-wide communications addressing incidents, sensitive topics, and brand positioning.

• Collaborated cross-functionally with Legal, Marketing, and Product to ensure messaging consistency across platforms and policies.