EXPERIENCE

Facebook, Inc., July 2020 — Present
Content Designer, Developer Interfaces
  • Own content strategy on Facebook for Developers (a platform for third-party developers), including content for user interfaces, notifications, and emails
  • Write educational documentation to help users understand Facebook for Developers and its policies
  • Own and update company-wide content standards for developer-facing communications
  • Partner with Legal, Data Policy, Privacy and other XFN teams to create content for legally sensitive user experiences and ensure regulatory compliance
  • Conduct UX research to gather feedback about internal tools
  • Revised developer account creation flow to improve clarity and streamline the signup process
  • Designed information architecture for developer communication tools
Airbnb, Jan. 2020 — May 2020
Content Strategist, Support Products
  • Drove content strategy for customer support products and created content and design frameworks for new products and features
  • Wrote content across multiple touchpoints, including product names, interfaces, emails, and notifications
  • Collaborated with designers, researchers, product managers, engineers, and data scientists to build new customer support products
  • Worked with other content strategists to maintain and evolve writing guidelines and advocate for content strategy across the company
Facebook, Inc., Sept. 2014 — Jan. 2020
Help and Education Content Strategist (Sept. 2017 - Jan 2020)
  • Wrote and managed content for the Facebook Help Center and email support channels, including strategically creating new content, determining internationalization strategy, and ensuring consistency and quality
  • Collaborated with cross-functional partners to write content for new products and policy changes
  • Analyzed data and ran experiments to improve support content
  • Created first internal content style guides for contact forms and email support messaging
  • Redesigned memorialization contact forms, reducing support agent ticket workload by 10%
  • Subject matter expert for high-profile issues including online safety, account access, memorialization (users who have passed away), and impersonation
Intellectual Property Content and Tools Specialist (Sept. 2014 - Sept 2017)
  • Analyzed intellectual property reports and wrote custom responses explaining complex legal issues to users in simple language
  • Wrote and edited user-facing support content, including Help Center FAQs, educational notifications, and template email responses used by global support teams
  • Analyzed data to prioritize revisions of over 500 pieces of support content. Wrote and edited support content templates in accordance with this prioritization
  • Collaborated with designers and engineers to build video copyright tools for Instagram
  • Wrote internal wikis and tutorials to communicate best practices for content tone and style
  • Managed high-priority escalations, working cross-functionally with Operations, Legal, and Sales teams
  • Revamped workflow for fixing internal tool bugs, resulting in faster issue prioritization and resolution
  • Improved features of internal tools, allowing for faster evaluation of intellectual property reports
  • Designed classification system for triaging support issues to teams across Facebook, reducing average turnaround time to less than 24 hours
Scribd, Inc., July 2014 – Nov. 2014
Metadata Consultant
  • Created metadata organizational schema to catalog thousands of comics
  • Standardized ebook metadata in content management system
Briscoe Center for American History, UT Austin, Sept. 2012 — Aug. 2014
Digital Assets and Reference Intern
  • Standardized digital object metadata in large-scale digital asset management system
  • Created online indexes and catalog records to facilitate information retrieval
  • Developed archival processing plans, processed collections, and created finding aids
  • Conducted reference interviews and bibliographic searches to answer research questions
  • Appraised value and relevance of donated collections to users
  • Curated collections for exhibitions
UT Landmarks Preservation Guild, Sept. 2013 — May 2014
Public Works Intern
  • Documented condition of public artworks using Sharepoint
  • Performed basic preservation work on sculptures
Harry Ransom Center, UT Austin, Jan. 2014 — May 2014
Digital Curation Intern
  • Conducted genealogical research and curated interactive pages and blogs for upcoming Gone with the Wind exhibition
  • Created web-ready images and high-resolution scans of archival materials
  • Generated item records, classified documents, and linked records with digital objects
Academic Talent Development Program, UC Berkeley, June 2009 — July 2012
Program Assistant
  • Coordinated outreach programs to attract diverse students from across California
  • Wrote and edited promotional content (e.g., course catalogs, newsletters, social media)
  • Collaborated with a team to market the program at promotional events
  • Redesigned program finance and data collection workflow to improve efficiency
  • Managed program finances, including tuition payments, refunds, and supply orders
  • Trained and supervised three undergraduate student employees
  • Assessed student applications and decided appropriate courses for applicants
Bancroft Library, UC Berkeley, Aug. 2011 — Jan. 2012
Registration Desk Volunteer
  • Interviewed users to asses their information needs and obtain research materials
  • Created and edited users’ contact records in Microsoft Access database
The Walters Art Museum, Oct. 2005 — May 2009
Library Assistant
  • Catalogued books, serials, and monographs using MARC standards
  • Created and edited records in library databases
  • Helped users obtain research materials and interlibrary loans
Johns Hopkins Medical Archives, April 2008 — Jan. 2009
Archival Assistant
  • Digitized and archived historical photos and documents, using Photoshop to create archival masters and web-ready derivatives
  • Conducted reference interviews and obtained research materials for users
  • Interpreted and applied access restrictions in accordance with FERPA and HIPAA legal guidelines

EDUCATION

University of Texas at Austin
Master of Science in Information Studies, May 2014
GPA: 3.9
Johns Hopkins University
Bachelor of Arts in Writing Seminars and Philosophy, May 2009
GPA: 3.9
Phi Beta Kappa Honor Society

VOLUNTEER LEADERSHIP ACTIVITIES

Austin City Limits Music Festival, October 2013
Environmental Initiatives Volunteer
  • Engaged visitors to promote the festival's Rock & Recycle and Green Team programs
  • Created signs and marketing materials
  • Educated patrons about composting and recycling food waste
  • Distributed t-shirts to Rock & Recycle participants
Johns Hopkins Radio (WJHU), 2007 — 2009
Publicity Director/Music Cataloger/DJ
  • Wrote grant applications and secured funding for charity events
  • Designed flyers, banners, and other marketing materials
  • Curated new music acquisitions and wrote reviews on station website
  • Cataloged and standardized metadata for new additions to station music collection
  • Hosted weekly radio program
  • Organized weekly station meetings, training sessions, and events
Witness Student Theater, 2007 — 2009
Playwright/Director
  • Wrote and produced four plays
  • Directed two student-written plays
  • Worked in a team to write, rehearse, and stage an entire play in a 24-hour period
  • Assisted with advertising and promotions

SELECTED PROJECTS

  • Video Tutorials: Researched new speech-to-text voice recognition software and created technical documentation and Camtasia video tutorials to train University of Texas staff. Presented my work at the School of Information research conference

  • Database Management: Designed a faceted classification system and built a relational database using MySQL; created a dynamic website front-end to present the database

  • Metadata Schema: Constructed a metadata schema and controlled vocabulary to catalog and classify webcomics

  • Taxonomy Design: Created classification scheme for publications on lucid dreaming

  • Game Design: Wrote a comedic text adventure videogame; coded the game in Java

  • Grant Writing: Researched an archival collection and wrote a 6,000-word digitization proposal, following National Historical Publications & Records Commission standards

SELECTED HONORS & AWARDS

  • Mary Cleveland Presidential Scholarship, UT Austin, 2012-2014

  • Phi Beta Kappa Honor Society, Johns Hopkins University, 2009

  • Dean’s List (all semesters), Johns Hopkins University, 2005-2009

 
Download Résumé (PDF)

SOFTWARE

Design Software
Adobe InDesign
Adobe Illustrator
Adobe Photoshop
Apple iWork Suite (Keynote, Pages, Numbers)
Figma
GIMP
Microsoft Office Suite

Digital Asset Management Software
CONTENTdm
Omeka

Library/Archives Software
ABBYY FineReader
Archivists' Toolkit
EditiX
Oxygen

Audio/Video Software
Adobe Audition
Adobe Story
Apple iLife Suite (iMovie, GarageBand, iPhoto)
Audacity
Camtasia Studio
Final Cut Pro
Final Draft
Sony SoundForge

Technical Content Development

HTML
Markdown
MySQL/MariaDB
PHP
XML

METADATA STANDARDS

AACR2
DACS
Dublin Core
EAD
EAC
MARC
METS
MODS
PREMIS

FOREIGN LANGUAGE

Intermediate Spanish (written and spoken)