Senior Copywriter | UX Writer | Video Producer | Content Developer | Knowledge Management (KCS v6)

  • Senior copywriter, UX writer, video producer, content developer and award-winning journalist with hundreds of publishing credits. 
  • Extensive experience with Knowledge Management (KCS v6). 
  • Clever leader and generous team player who motivates project contributors to produce high-quality results
  • Highly creative and strategic thinker with a welcoming and positive attitude
  • Proficient in Windows and Mac environments; Adobe InDesign, Audition, InCopy, Photoshop, Microsoft Office, QuarkXpress, desktop publishing, content management systems (CMS), ServiceNow, Slack, Monday, Oracle Cloud, WordPress, Pega, Service Now, Genesys Cloud, unitQ, etc.

PROFESSIONAL EXPERIENCE

Various Roles | SiriusXM | New York, NY | August 2012-Present

Director of Knowledge Solutions (2019-present)

  • Rebuild the internal knowledge base under KCS principles
  • Restructure the taxonomy to improve information retrieval and accuracy
  • Manage multiple teams of customer support specialists
  • Achievements: Successfully rebuilt the internal knowledge base to improve internal efficiencies and reduce operational costs; Restructured the taxonomy to improve speed and accuracy of information retrieval and support future scalability; Estimated $1.5M for FY 22 in deflection and average handle time reductions

Manager of Video Support (2017-2019)

  • Leveraged various analytics tools to identify customer knowledge gaps and create video content to address those gaps
  • Managed the video production process, from scripting to post-production
  • Ensured videos were accessible and easy to navigate on the website
  • Achievements: Created a successful YouTube channel with a $7,500 budget that’s saved the company over $500,000 by reducing call volume and improving customer satisfaction

Manager of Content Development (2013-2017)

  • Learned and leveraged KCS (Knowledge-Centered Service) strategies to build the knowledge base at siriusxm.com/faq
  • Develop and maintaining the FAQ section of the website
  • Collaborate with customer service and technical support teams to ensure accuracy and relevance of information
  • Achievements: Successfully built a comprehensive knowledge base that improved customer self-service and reduced call volume to customer service representatives

Digital Copywriter (2012-2013)

  • Write sales and support content for SiriusXM’s app and website 
  • Collaborate with cross-functional teams to ensure consistency in messaging across all platforms
  • Created alignment with brand voice and values

Freelance Interactive Copywriter | Revolution Digital | Morristown, NJ | September 2011-July 2015

  • Performed copywriting duties for Fortune 100 clients Pfizer and Honeywell
  • Developed, write, and edit copy for websites, wikis, and applications
  • Input copy, keywords, titles, and metadata through custom CMS
  • Proofread and edit copy at various stages prior and upon release
  • Acquired, interpreted, and adapted goals and strategies for each initiative

Lead Copywriter | Toys“R”Us | Wayne, NJ | June 2010-May 2011

  • Crafted copy (web, print, in-store signage, radio spots) based on marketing direction, research, keywords, SEO, other metrics, and legal requirements for Toys“R”Us, Babies“R”Us, and FAO Schwarz
  • Contributed creative concepts regularly while working closely with designers and marketing
  • Researched competitors’ advertisements and campaigns; integrate vendor and guest feedback
  • Proofread all marketing collateral at various stages prior and upon release
  • Acquired, interpreted, and adapted goals and strategies for each initiative

Copywriter | Trident Communications | New York, NY | July 2008-September 2010

  • Wrote persuasive copy to increase employee engagement for clients Accenture, Tyco, and Bayer
  • Developed and managed Trident’s email and social marketing

Consultant | Scitor Corporation | Los Angeles, CA | November 2007-July 2008

  • Analyzed and interpreted military and corporate data on Air Force rocket launches
  • Proposed methods for reducing launch costs and cycle times

Proofreader/Copyeditor | John Wiley & Sons | Hoboken, NJ | June 2002-2018

  • Proofread and copyedit articles for the Current Protocols series of science journals

JOURNALISM EXPERIENCE

Freelance Writer/Editor
MSNBC, Space.com, The Village Voice, The New York Press, am New York
April 2000-present

  • Research and write news and feature stories; deliver flawless work on tight deadlines
  • Edit all copy for errors in grammar, punctuation, clarity, accuracy, fairness, wordiness and completeness
  • Constantly monitor newswires; frequently publish to content management systems
  • Collaborate with art directors to achieve cohesive themes between design and copy
  • Fluent in AP and other styles.
  • Write headlines, photo captions and other display copy
  • AWARDS: Earned 2003 New Jersey Press Association award for education writing

SELECTED PUBLICATIONS

EDUCATION

Bachelor of Arts
Montclair State University, Montclair, NJ
May 1996

  • Major: English
  • Minors: Journalism and Creative writing
  • Contributor: The Montclarion
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