Verizon Wirelesss
Content strategist
I lead content initiatives for digital product experiences, developing scalable frameworks for voice, tone, and user interaction across customer journeys helping shape end to end experiences, contributing to 10K+ new customer adopters.
AI-Assisted Content Workflow
Optimize web, mobile, and conversational experiences through iterative testing, combining behavioral data and AI-supported analysis to increase activation rates by 10%+
Trust and Safety
Establish trust & safety content principles, reviewing AI-assisted outputs for bias, tone, and compliance across product surfaces
Leveraging AI as coworking
Leverage AI tools to generate content variations for experimentation, selecting and refining outputs based on performance insights and user needs
Define content standards, accessibility guidelines, and reusable design system patterns, including best practices for responsible AI-assisted content creation
Leveraging AI for speed and analysis
Introduced structured QA and content evaluation processes, including frameworks for auditing and improving AI-generated content quality and consistency using GEM, Notebook LLM, or Notion
Conversational design, UX content, and AI assisted work flows
I have contributed to a range of content initiatives across Verizon’s brand ecosystem, many of which are currently integrated into live digital experiences. My work spans conversational design and UX writing for both customer- and agent-facing platforms, as well as the development of AI-assisted workflows.
Developed content for an agent-facing platform from the ground up
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Designed the content system and UX writing for an internal platform used by customer support agents
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Established voice and tone guidelines tailored for fast, high-pressure interactions
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Structured information to reduce cognitive load and improve usability
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Improved efficiency and consistency across agent interactions
Enabled faster onboarding and easier adoption of the platform
Total Wireless
Built and scaled content systems for agent-facing and customer-facing experiences, focusing on clarity, consistency, and usability across high-volume telecom workflows.
Straight Talk
Supported the implementation of external application experiences by shaping content, UX messaging, error messages, and integration flows to ensure consistency across third-party tools and customer touchpoints
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