Millsapps, Ballinger & Associates (MB&A)

-Sole technical writer on Product team, documenting SaaS products for developers and end users.
-Wrote end-user documentation for Salesforce AppExchange software products in collaboration with SMEs and external stakeholders, including user guides, LMS learning modules, micro learning deliverables, and thought leadership articles.
-Designed a hybrid live/recorded curriculum to teach project teams how to create user-friendly documentation
-Developed, recorded, and narrated product marketing demos
-Collaborated as the secondary QA Analyst on a government contract project
-Wrote and tested user guides, instructional modules, test scripts, and SOPs
-Revised RFPs to enhance the success of sales and business development efforts
-Led efforts for company-wide innovation around user experience and accessibility best practices in an agile startup environment

Lead Information Delivery Specialist

Associate Information Delivery Specialist

Gannon University

-Managed daily operations, events, and special projects in I-HACK (cyber learning center)
-Implemented policies and procedures for internal and external stakeholders
-Supported grant management, planning, and marketing for cyber programs and I-HACK makerspace development
-Served as the project manager and director for major collaborative projects and STEM outreach programs
-Devised marketing materials and technical documentation for I-HACK departments and labs
-Strengthened connections between university departments to create and refine processes

Cyber Learning Center and Hatchery Manager

ContentMX

-Onboarded and retained key customer users in 1:1 and group calls/demos
-Generated and single-handedly maintained a software product knowledge base with help articles, end-user guides, short how-to videos, and troubleshooting content
-Hosted live and recorded webinars to educate customer users
-Designed content for multiple best-practice and technical webinar series
-Liaised with Marketing to create multimodal, data-driven email campaigns
-Redesigned and contributed to ContentMX’s thought leadership publication, PartnerOn Journal
-Led the internal implementation of HubSpot and Cisco WebEx and created accompanying user guides
-Led website audit to archive old content and create engaging copy
-Collaborated with developers to improve platform features and UX
-Managed interdepartmental onboarding and training of new employees
-Assisted business development with warm calling and consultative selling efforts


Here is a video that I scripted, designed, narrated, recorded, and edited for ContentMX: https://vimeo.com/534004170
Here is the Knowledge Base that I created and managed: knowledge.contentmx.com

Learning and Implementation Manager

-Host webinars and demos to teach clients how to leverage our content marketing platform
-Design and manage Knowledge Base and instructional resources
-Handle client support questions and inquiries
-Manage interdepartmental onboarding and training of new employees

Client Success Manager

Berkshire Hathaway HomeServices

-Provided multi-program support to 600+ agents in 23 franchise offices
-Created and edited internal and external marketing and web copy
-Managed catering and preparation for company trainings and events
-Assisted with HR correspondence and interviews

Office Administrator

University of Massachusetts Dartmouth

Designed and instructed six sections of ENL 265: Business Communications

Graduate Teaching Fellow

Leduc Center for Civic Engagement @ UMass Dartmouth

Created, implemented, and managed a social media campaign for a non-profit organization.

Social Media and PR Intern

Arbella Insurance Group

Handled auto damage claims from start to finish. 
Earned my AIC30 designation.

Claims Specialist

Dunkin'​ Brands

Handled inquiries and complaints from customers, franchisees, and others in a multi-modal call center (phone, email, and social media).

Guest Service Representative

McDonald's

Served customers, prepared food and beverages, and cleaned the restaurant.

Crew Member

UMass Dartmouth

Peer Advisor, Study Abroad

English Tutor

ENL 258- Introductory Literature Criticism course

Teaching and Learning Assistant

I am a user-obsessed technical writer, teacher, trainer, customer advocate, and QA tester with 13+ years of working with companies of all sizes, including 5+ years with SaaS startups. 

My philosophy is "people first." When the people you work with - employees, clients, and users - know that they are seen as individuals, heard as problem solvers, and understood as human beings, then you are on the path to success. 

I am open to new opportunities in technical writing, knowledge management, and customer success.

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