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

 

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)