Uber Technologies Inc
Content Coordinator
August 2021 – Present
Chicago, IL
Develop content for support agents, including Knowledge Base pages, Help Center articles, and pre-written responses, to optimize customer issue resolution and empower support teams
Create time-sensitive blog posts and slide decks to inform support agents about new resources, content updates, and support instructions
Utilize Flesh score analytics to update user-facing support articles and pre-written responses to improve CSAT (Customer Satisfaction)
Build stakeholder relationships through clear communication and timely collaboration to efficiently manage end-to-end project lifecycles
Established comprehensive support content strategies and resources for premium global brands (Domino’s, McDonald’s, Starbucks, Subway, YUM! Brands) to ensure seamless client and customer experiences
Burbs Entertainment
Editor-in-Chief
July 2018 - April 2022
Chicago, IL
Contributed articles, including profiles, interviews, and reviews about popular culture, music & film, and professional basketball
Directly managed and edited in-depth articles for a remote writing staff of 15
Produced and hosted multiple podcasts and edited using Adobe Audition
Managed content schedule and social media channels using Hootsuite
University of Iowa School of Journalism and Mass Communications
Writing & Communications Intern
September 2019 – May 2021
Iowa City, IA
Conducted interviews and wrote articles about school events, visiting guests, alumni & faculty, and current & former students
Produced and hosted “The Iowa Journalist Podcast,” featuring interviews with faculty, alumni, and professional journalists from The New York Times, The Washington Post, ESPN
Created promotional graphics for job opportunities and upcoming events using Adobe Creative Suite
Edited and maintained the school’s website and social media channels using Hootsuite (Twitter, Instagram, Facebook, LinkedIn)