Core Expertise

UX writing & content design ▪ Content strategy ▪ Structured authoring ▪ API documentation ▪ Technical writing ▪ Project management ▪ Localization ▪ UX & user research ▪ Content operations

Skills

Figma ▪ Ditto ▪ Github ▪ Visual Studio Code ▪ Github Desktop ▪ Postman ▪ Redocly ▪ XML & JSON ▪ Markdown ▪ Pendo ▪ Paligo ▪ Zendesk Guide ▪ Smartling ▪ Jira & Confluence Cloud ▪ Snagit & Camtasia ▪ Airtable ▪ Lucidchart ▪ Google Workplace ▪ Microsoft Office 

Professional Experience

Director, Content & ResearCh | Auctane June 2020–April 2025

Defined product content standards, UX text patterns, and content types, and implemented across multiple brand product initiatives. Transformed Auctane’s approach to product and developer content by embedding technical writers on the product design team and creating a comprehensive content strategy from the design phase (in-app content) to deployment (end-user help) to all parts of the user journey.

  • Transformed content design process in Figma by implementing a content management plugin, Ditto, that leveraged reusable text components libraries, content-specific statuses, and version control.

  • Significantly reduced confusion between design and development teams when handing off designs, ensuring deployment of the correct and approved version of the content.

  • Increased user engagement with in-app product announcements and feature onboarding between 10%-20% by standardizing the company Pendo content guidelines as well as the Pendo request and publishing workflow.

  • Improved field interaction for parcel insurance in Stamps.com by 40% after testing multiple UX designs and content variations with Optimizely.

  • Played a key role in developing the content for a comprehensive onboarding experience for new ShipStation users, focused on driving users to discover and adopt the features known to lead to higher conversion rates and lower churn.

  • Contributed to a faster, more consistent design phase by developing UX content guidelines for the Auctane Design Language and defining rules for UX text patterns.

  • Led the content effort for the developer content portal of the new ShipStation Companion API, a companion API to the ShipStation app, using a docs-as-code approach and Redocly platform.

  • Defined developer portal content structure and guide templates, and wrote and published initial set of developer guides and getting started content.

  • Improved the developer experience of the ShipEngine API developer docs portal by performing its first comprehensive content audit and top-to-bottom content revisions. Ensured better accuracy, consistency of structure and terminology, and archival of outdated content.

  • Achieved a 50% decrease in the time required for users to find relevant help content by auditing 2k+ help articles, archiving out-of-date and duplicate content, and revising into a comprehensive set of 160 articles using a task-oriented content strategy and migrating to a modern CMS.

  • Drove a 75%+ reduction in the time and effort required to create and manage Stamps.com help content by migrating from a legacy portal to a structured, task-based content strategy and tool set.

  • Contributed to a 30% reduction in support interactions in collaboration with the customer support (CS) team by implementing an AI chatbot in the product interfaces, using help center content to answer user questions and solve user problems.

  • Increased writing team productivity and confidence by adopting a sprint methodology and building custom Jira projects and workflows, along with standardized documentation plan templates.

manager, Self-service & content | Auctane May 2017 - June 2020

Managed a team of writers, defined help center and documentation site information architecture, and developed the company's first help content style guide. Developed a structured authoring strategy for end-user help and developer content, enabling a small team of writers to scale content operations from 1 to 6 brands over 2 years.

  • Ensured stylistic consistency across multiple brands' content by implementing a task-oriented and "every page is page one" approach to the help content.

  • Ensured accurate and up-to-date user documentation by developing a content audit and peer review process with clear style standards and heuristic evaluations.

  • Ensured high quality developer documentation for the ShipEngine API product by acting as editor-in-chief in partnership with developer advocates and engineering teams.

  • Decreased the time to publish for new feature releases from several weeks post-deployment to within 48 hours by adopting a structured authoring and publishing tool (Paligo) that enabled content reuse across products along with a more efficient and logical content management.

  • Reduced stylistic mistakes and the length of the peer review process by developing the company's first help content style guide and implementing peer and stakeholder review steps in our authoring workflow.

  • Boosted help article page views an average of 34% year-over-year (YoY) by ensuring consistent content structures across different content types, aligning the publishing calendar with feature releases, and collaborating with the community team on the timely publication of release notes.

Support team lead | ShipStation (Auctane) August 2016 - May 2017

Oversaw daily customer support activities. Mentored and advocated for my team of support agents.

  • Simplified daily operations and support processes for agents by developing internal support content and templates, leveraging Confluence to ensure availability of crucial information for agents to do their jobs effectively.

  • Enhanced the customer experience by training agents on using plain language to their communications with users.

ecommerce manager, Bookseller | bookpeople April 2014 - August 2016

  • Managed content for the ecommerce store, oversaw shipping operations, and documented the store’s ecommerce and shipping processes and guidelines.

  • Expanded brand awareness by contributing regularly to the BookPeople blog, coordinating with marketing personnel to organize author events, and serving as co-chair of the Required Reading Revisited book club.

Additional Experience

Operations Manager, Odd City Entertainment, Austin, TX ▪ Managing Content Editor & Writer, Nerdlocker, Austin, TX ▪ Bartender, Bar, & Front of House (FOH) Manager, Alamo Drafthouse Cinemas, Austin, TX ▪ Contributing Writer, GadgetMeter, Austin, TX ▪ ESL Teacher, Interac Japan, Kyoto, Japan ▪ Technical Support Specialist, Intego, Inc., Austin, TX ▪ Professional Application Support Specialist, Apple, Austin, TX

Education

  • Master of Arts (MA), Technical Communication ▪ Texas State University, San Marcos

  • Bachelor of Music in Sound Recording Technology ▪ Texas State University, San Marcos

Certifications

  • Mastering API Documentation | Docs Geek

  • Pendo Essentials for Web | Pendo.io

  • UX Foundations: Research | LinkedIn

  • UX Foundations: Content Strategy | LinkedIn

  • HTML & CSS Foundations | Codecademy

Volunteering

  • Co-organizer, Write the Docs Meetup, Austin, Tx | May 2025 – Present

  • President of the Board of Directors, Physical Plant Theater - Austin, TX | April 2024 - Present

  • Copywriter, Police Oversight Project - Austin, TX | August 2020 – January 2023