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.


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
  • 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


Freelance Writer/Editor
MSNBC,, 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



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

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