Customer-centric leader who designs products and content to help customers accomplish their goals.

Experience

Customer Experience Administrator for Trademarks

United States Patent and Trademark Office (USPTO) (July 2020 to Present)

Leading the Trademark Office's efforts to improve our customers' experience in registering their trademarks, so they can focus on building their businesses and contributing to the U.S. economy.
Developed the Trademark CX program from a team of one to a division of CX practitioners and UX researchers by improving service delivery, building trusted relationships, and telling the success stories to secure further investment.
Exceeded all and FY24 CX metric targets, including 86% of customers indicating the customer support employees were helpful and 80% of customers indicate positive satisfaction with Trademarks services.
Co-Product Owner of Trademark Center, the new trademark application system. Advocated for, designed, and oversaw user experience (UX) research, including usability testing, in-depth interviews, and surveys.
Led market research, secured budget from senior executives, evaluated CXM contract proposals, and selected Qualtrics as USPTO’s enterprise CX management (CXM) platform.
Serve as a product administrator on Qualtrics CXM.

Web Communications Strategist

USPTO (2018 to 2020)

Co-led creation of web content strategy to redesign Trademarks portion of the USPTO website.
Wrote, edited, and maintained updated webpages on www.uspto.gov.
Utilized customer personas, customer journey maps, user experience (UX) research, survey data, and Google Analytics data to identify top tasks and pain points to improve website.
Served on the USPTO Web Advisory Council to ensure our customers’ needs, UX best practices, and consistency with the USPTO Writing Style Guide were maintained.
Developed standard operating procedures for updating content and archiving webpages to improve user experience and search engine optimization.

Senior Content Writer

Digital Management, Inc. (2014 to 2018) | Client: Department of Health and Human Services, Grants.gov Program Management Office

Responsible for content strategy, web management, writing, and editing on all digital channels.
Developed the Grants.gov Web 2.0 Communications Policy and Standard Operating Procedures to ensure consistent, high-quality communications across platforms.
Launched and managed the Grants.gov Community Blog, including outreach strategy, content schedule, writing, and copy editing.
Wrote, edited, and maintained the Grants.gov Online User Guide
Managed official X (Twitter at the time) account @grantsdotgov
Collected and analyzed performance data (e.g., Google Analytics, social media engagement, surveys)
Managed multiple levels of customer, client, and stakeholder relationships
Researched and synthesized laws, policies, and training resources from across the federal grant programs to design and write the Grants Learning Center on Grants.gov.

Technical Writer & Editor

Crest Creek Consulting & Master Key Consulting (2011 to 2014) | Client: Department of Justice (DOJ), Office of Justice Programs’ (OJP), Office of Audit, Assessment, and Management (OAAM)

Developed trainings, technical content, and consulted on grants management for Office of Justice Programs’ (OJP) Office of Audit, Assessment, and Management (OAAM).
Led development and assigned tasks to five team members to create the Grants Management Center, an internal performance support system for grant managers.
Analyzed training needs and interviewed management from each of OJP’s six grant-making bureaus to develop and deliver internal training on OJP’s peer review process.
Managed internal newsletter and ghost-wrote for OAAM Director and Deputy Directors.

Customer Support Specialist

Saginaw Valley State University (2009 to 2011)

Provided phone and email technical support to faculty and staff using the university's learning management system.
Delivered in-person training to faculty and staff.
Relayed customer feedback and technical bugs to development team.