Resume

Experience

November 2023 to September 2026

Documentation overhaul: Led a full refresh of Help Center content during a major product overhaul, replacing outdated articles with 24 concise, task‑based guides (e.g., Create a Ticket, Configure Video Chat), enabling customer self-service.
UX microcopy: Wrote clear, accessible in app copy for a flagship product in continuous beta, partnering with UX designers and PMs to introduce new concepts and workflows. Built a microcopy style guide to standardize tone, terminology, and patterns across the product.
Developer Portal maintenance: Maintained API and SDK documentation for a suite of AI products with bi weekly releases, partnering with engineers to ensure the Developer Portal remained useful and accurate.
Customer communications: Produced bi-monthly release notes and “tips & tricks” articles, introducing new features and supporting customer adoption, in collaboration with marketing.

September 2019 to November 2023 (Acquired by Inbenta)

Digital literacy tutorials: Designed and produced interactive tutorials for major banking clients (BMO, RBC, Scotiabank), enabling customers to learn key app tasks such as password resets, account creation, and security updates.
Employee onboarding content: Created employee training courses for new banking products, including account opening workflows and a new rewards program, improving internal adoption and consistent customer guidance.

Content strategy, technical communications, and copywriting.

Script and news writing, remote broadcasting, and story editing.

Markdown, GitHub, GitLab, Swagger, JSON

Figma, Photoshop, basic HTML + CSS

Jira, Confluence, ClickUp

Excel, Tableau