Experience
From gritty beginnings in restaurant kitchens, to the rigorous worlds of business transcription and financial proofreading, then on to QA editing for marketing, SaaS, and edtech, process and quality have always been the cornerstones of my career.
Over the years, my knack for identifying pain points and devising solutions—be they better documentation, optimized workflows, or entirely new systems and processes—has been the through line carrying me from QA editor to a passionate content operations and knowledge management specialist.
Career Highlights
Content Operations & Knowledge Management
The Business: Producing multimedia content for online education and professional certification programs
Software: Atlassian (Confluence, Jira, Loom, Rovo), MS Office Suite, MS Teams, Clockify, ChatGPT, PC
When I joined the Systems, Tools, and Resource Operations team, I walked into a company that had never documented its own content production lifecycle. So I got to work and mapped the entire end-to-end process across all production phases and handoffs.
From there, I led a comprehensive overhaul of the company’s documentation in Confluence, bringing clarity and consistency to workflows that had been living in people's heads and Teams chats.
I designed the team's Scrumban system to help us plan and track work, championed the adoption of Atlassian's genAI tools to scale training, created a modular onboarding course to get new hires up to speed faster, and audited workflows to identify process gaps and offer realistic solutions.
With all this and more, my work contributed to more resilient systems that kept quality and learner experience front and center across a busy, heavily siloed production pipeline.
Process Documentation & Automation
The Business: Producing multimedia content for online education and professional certification programs
Software: Atlassian (Confluence, Jira, Loom), MS Office Suite, VBA macros, MS Teams, Clockify, Coursera, Author Workbench, Jupyter Notebook, frame.io, Grammarly, Aegisub, PC
As the last line of defense before content reached learners, I reviewed videos, interactive lessons, quizzes, and labs for both quality and accessibility.
I quickly realized the team was drowning in inconsistent processes and scattered documentation. I tackled this head-on by building out our Confluence space from the ground up, creating a centralized hub where team members could actually find what they needed.
I standardized our review workflows with templates and checklists, wrote VBA macros to consolidate soul-crushing repetitive tasks in Word and PowerPoint, and consolidated our core review procedures into clear, scalable documentation. I built out a blog for posting critical announcements and updates, complete with a cross-posting automation to blast those updates to dedicated Teams channels for quick and easy access.
These changes transformed how the team worked by facilitating faster onboarding, more consistent reviews, and less time hunting for answers.
Training & Team Enablement
The Business: Transforming audio recordings into high-quality, intelligent verbatim transcripts with lightning-fast turnaround times for financial services professionals
Software: Proprietary transcription and workforce management software, MS Excel, PC
Starting as a scribe and quickly rising through the ranks to senior QA and training manager, I played a pivotal role in elevating our team's performance by addressing pain points with creative solutions.
Recognizing the need for a major overhaul, I revamped our training materials, style guides, and process documentation. I led initiatives to boost quality scores across the board by streamlining training, implementing customized 1:1 coaching, and optimizing reference resources.
The result? A team that consistently delivered high-quality work, with new hires onboarded swiftly and producing accurate transcripts. Our improved workflows and standardized processes led to better communication and uniform application of policy, fostering an efficient and fair work environment for our 200+ team members across four offices in two US states.
Volunteer Leadership & Content Management
The Business: Advocating for those living with or affected by disability and/or neurodiversity
Software: Google Apps, Confluence, Mailchimp, Slack, Asana, Mac
As the founding chair of a company-sponsored employee resource group for a multibillion-dollar marketing business, I managed the overall strategy and activity of the group as well as a $12K annual budget.
I managed the group’s Confluence space and crafted all content, including proposals, e-newsletters, guest spots, and event materials. I worked extensively with in-house editors for every piece, ensuring the highest quality writing while complying with guidelines enforced by HR leaders.
For my work with this innovative group, I received a 2018 Empowering People award, reflecting one of the company’s core values at the time.
