Total Wireless
UX and Conversational
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, and aiding in a 25% decrease in detractors over customer issues.
Tangible customer experience
- lowering the NPS score over payment and billing issues by 25%
- launching new phone plans and using content strategy to review launches of multiple plans and products for Total Wireless
Trust and Safety
Establish trust & safety content principles, reviewing AI-assisted outputs for bias, tone, and compliance across product surfaces
Content guidelines
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
Support channels across internal agents and customers
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. I have also assisted in the testing of new products and aided in helping new agent platforms from the ground up to bring a better experience to the customers
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.
Total Wireless plan launches
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