Who we are

15+ years of experience managing the content lifecycle, entailing multi-channel strategy and editorial planning, production oversight, optimization, and performance analysis within global SaaS, communications, and service-driven industries.

Expertise in global content development, brand storytelling, and audience-first editorial direction coupled with a journalism background and newsroom-honed clarity, speed, and narrative focus. Leverage data analytics and SEO to maximize traffic, engagement, and conversion. Adept at shaping consistent brand messaging across digital platforms, including blogs, web, social, email, advertising channels, and chat. Proven success in leading content and SEO teams, integrating AI tools for scalable production, and building systems that optimize editorial quality. Recognized for elevating editorial standards, simplifying complex topics, and curating high-impact content experiences that resonate, convert, and perform.

Areas of Expertise

Professional Experience

Strategic Director of Content

Drove brand awareness and customer engagement via content strategy development and editorial planning to curate a remarkable user journey. Oversaw and reviewed content creation to achieve consistent quality, brand alignment, and compliance across blog, email, newsletters, social media, and a 500-page website.

• Steered cross-functional team management on multi-channel copywriting, content strategy, and brand story narrative for a global B2B and B2C communication services provider generating $800M+ annual revenue.
• Positioned the brand for sustainable growth and evolution in new markets by shaping a consistent brand messaging to scale globally across four business lines and five distinct audience categories.
• Scaled production, maintained quality, and safeguarded proprietary information by spearheading responsible use of AI for content planning, research, optimization, and reuse.
• Maximized organic traffic through SEO and social media amplification to boost newsletter engagement and audience reach by 158% and 12% in half a year with a customer-focused editorial shift and digital distribution strategy planning.
• Drove blog traffic growth year-over-year and conversions by 27% and 104%, respectively, through customer-focused content ideation, SEO iteration, and multi-channel distribution.
• Exceeded benchmark chatbot engagement by 230% and reduced form abandonment with conversational brand voice, AB testing, and user activity monitoring with monthly optimization.

Senior Producer

Steered content initiatives to strengthen brand positioning of national media network with distribution of 33M+, an extension of the leading global B2B weather services provider and consumer weather app. Layered emotional, visual and written storytelling creatively with a data backbone by coaching a team of data-oriented meteorologists and multimedia journalists.

• Boosted average daily engagement by 60% and audience growth by 43% through programming redesign and updated content style to reflect brand vision with cohesive storytelling.
• Established the organization’s reputation as an innovative industry leader by managing content priorities, resource budget, and staff assignments to build brand identity and distinguish from competitors in the space.

Executive Producer

Led multimedia content strategy and production from concept to delivery for the 24-hour news outlet of the largest telecommunications company in the U.S., with distribution of 57M homes and businesses nationwide by managing a cross-functional team of 20.

• Drove growth from #3 ranked in the state to #1 ranked in 35 markets nationally while differentiating brand from competitors and surpassing each in ratings and consumer sentiment through strategic content realignment.
• Achieved 200% year-over-year production output with no increase in budget directing editorial strategy planning and balancing content prioritization with streamlined resource management.
• Oversaw multi-channel programming under a first-in-the-nation cable/broadcast local news partnership that increased audience reach by 300K households with 2X distribution during peak consumption.
• Mitigated rewrites by 40% within 2 months and aligned teams with brand style by developing a writing training program and mentoring staff.

8+ years of experience in maximizing customer engagement, conversion, and retention through personalized marketing programs. Excel at accelerating long-term business scalability via emerging marketing technologies and CRM optimization

Solid history of leading the design of full-funnel nurture campaigns and improving customer journeys across onboarding, expansion, loyalty, and win-back stages. Recognized for devising, implementing, and refining omnichannel marketing strategies to generate significant revenue and deliver high-end service experiences. Adept at guiding teams in optimizing lifecycle outcomes, revitalizing CRM processes, and mapping product roadmaps with marketing goals. Notable achievements include boosting campaign ROI, reducing churn, and increasing customer lifetime value through advanced segmentation, data analytics, A/B testing, and continuous optimization. Crucial in pioneering the integration of VoC into marketing activities while providing data-driven insights to stakeholders for influencing business decisions.

Areas of Expertise

Professional Experience

Sr. Analyst, CX Insights

Lead the bank’s customer experience (CX) insights strategy, creating an enterprise-wide CX framework that positions the customer voice at the center of business decisions. Directed the roll out of an annual member survey, using results to inform executive goal-setting, strategic priorities, and product roadmap decisions..

• Lead VoC and behavioral data analysis, guiding teams in marketing strategy planning and journey optimization.
• Built and maintained end-to-end journey maps to guide cross-functional improvement and curate personalized experiences.
• Facilitated workshops and executive briefings to embed customer-centric thinking throughout the organization.
• Enhanced campaign targeting, improved lead quality, and delivered performance-driven initiatives by leading the planning and execution of audience personas and segmentation strategies.

Customer Journey Specialist

Drove personalization and measurable lift in engagement and demo requests with CRM, Email, and Digital teams to develop cross-channel journeys, such as email, SMS, and push. Optimized campaigns and performance marketing by evaluating customer behavior and funnel performance. Advised senior leadership with KPI-related findings, including lead quality, conversion, and engagement through real-time performance dashboards.

• Increased NPS by 44.8% NPS via a data-driven CX/marketing roadmap covering customer retention, engagement, and mid-funnel optimization.
• Boosted customer loyalty and prospect conversion through closed-loop feedback and lead-nurturing system design/roll-out.
• Maximized campaign effectiveness and channel ROI by leading A/B testing and CRO within email and SMS channels.
• Improved targeting precision and post-conversion experiences by integrating survey and behavioral data, entailing NPS, CSAT, and CES into marketing journeys.
• Optimized Microsoft Dynamics CRMs to achieve seamless workflow integration and high-quality campaign execution.
• Expedited response times and minimized bounce rates by rolling out an AI chatbot to streamline mid-funnel support.

CX Journey Mapping & Discovery Associate

Owned, defined, and executed a digital roadmap with diverse channels and stakeholders. Created a clear definition of the ideal customer experience across digital and point-of-sale touchpoints by assisting in defining current and future journeys for client acquisition, engagement, and servicing. Steered concept, planning, testing, and implementation of a large-scale brand journey revamping. Developed holistic end-to-end customer journeys with stakeholders across all business verticals. Introduced optimal digital and interactive solutions by apprehending the competitive landscape, backed by research and analytics.

• Established Center of Excellence and authored best-in-class standards to drive user and digital experience innovation.
• Leveraged Adobe Analytics for customer behavior analysis and digital touchpoints optimization, resulting in improved customer journey.
• Consistently achieved long-term brand loyalty through multi-channel program design, implementation, and management.
• Crafted tailored, personalized loyalty journeys, resulting in increased program enrollment.
• Improvised customer experiences through loyalty initiatives integration across digital platforms and in-store touchpoints.

Manager, Fraud Operations

Standardized fraud-related communication organization-wide with Marketing Strategy to develop a comprehensive writing guide, supported by an interactive course. Evaluated and revitalized the department’s reporting structure to facilitate strategic business decisions.

• Optimized fraud detection across commercial, deposit, and credit card fraud spaces while leading a team of 34 associates.
• Developed and implemented new strategies and procedures to boost departmental fraud detection/prevention effectiveness.
• Mitigated fraud losses on deposit accounts 20% by executing strategic action plans and proactive fraud-management measures.

5+ years of experience in designing/delivering innovative, user-friendly web solutions. Passionate about creating seamless, visually appealing, and accessible digital experiences via blend of web development and graphic design.

Notable success in leading a 600+ page enterprise website redesign through contractor management. Excel at creating everlasting recognition of top-tier brands, promoting audience engagement in online platforms, and fostering community/inclusion by implementing impactful design systems. Solid history of interpreting brand vision into inspirational visual designs to present a positive image of enterprise products/services. Proficient in core development and CMS management, backed by expertise in executing high-quality design and prototyping. Proven ability to optimize lead management and CRM integration through automated workflow implementation. Competent in improving website performance, user flows, and SEO through Google Suite.

Areas of Expertise

Professional Experience

Webmaster

Functioning as Administrator, Senior Web Developer, and Technical Lead

Maintain ongoing stability, performance, and content updates during the rebuild process. Led on-time delivery of complex initiatives as a liaison between external agencies, designer, developers, compliance department, and executive stakeholders.

• Steered the 600+ page enterprise website rebuild with full legal approval by managing three external contractors that led to 100% accessibility/WCAG compliance and improved user experience.
• Designed a scalable system to dynamically generate landing pages/articles to boost content deployment speed and team efficiency.
• Deployed lead management system that decreased manual entry through Zapier workflow design and automation focused on integrating Gravity Form submissions with Microsoft Dynamics 365 CRM.
• Improved conversions and realized cost savings by tracking and optimizing website performance, user flows, and SEO.

Graphic & Web Designer/Front-End Contributor

Crafted and presented 20+ marketing assets weekly for digital campaigns with expert utilization of Adobe Creative Suite and Figma. Created visually appealing and user-friendly website design interfaces to instill strong brand identity.

• Rebuilt the corporate website in three months—ahead of the timeline—through collaboration with the IT and development teams.
• Boosted campaign effectiveness by designing and deploying front-end improvements and UX/UI refinements.

Web Developer Intern

Developed and updated landing pages for clients such as Aventura Mall. Coded and delivered three or more email templates per day for client campaigns within constrained timelines.

• Improved user experience and search engine visibility through web-page optimization.

Freelance Web Strategist/Project Lead

Led timely delivery and consistent branding in line with core business objectives. Defined the site structure, user flow, and content priorities while cultivating strong relationships with stakeholders.

• Delivered the website development project focused on Above the Sea X relaunch, a yacht experience marketplace by overseeing design, development, and UX direction phases.
• Maximized user engagement and conversion by developing a user-friendly website with high-value content.