Experience

Ann Arbor Public Schools

• United States
• Education Administration Programs
• 700 & Above Employee

• Executive Assistant to the Director of Special Education

  • Jul 2023 - Present

  Provide secretarial/administrative assistance to the Executive Director, including reports, memos, letters, and other documents. Support the Executive Director in the preparation and completion of State Reporting requirements. Facilitate preparation for the Executive Director's completion of Performance Appraisals/Goals and Objectives for the department and assigned staff. Maintain budget and expenses for various department funds, including grant budgets and contract employee payroll. Prepare and coordinate Office of Special Education department activities, including writing agendas and making arrangements for committee, board, and other meetings. Design reports and create copy requests as directed. Address questions and concerns for special education families and staff over the phone and through email. Show less



Clearcover

• United States
• Insurance
• 200 - 300 Employee

• Customer Experience Content Manager

  • Mar 2021 - May 2023

  Defined, maintained, and trained team members on the Customer Experience (CX) department’s Style Guide. Proposed, wrote, edited, and collaborated on educational materials for prospective and current customers and insurance agents in the CX department’s Knowledge Bases, using both Zendesk and Lessonly software. Managed CX team members assigned to help with large-scale content-related projects. Coordinated with other departments to share processes and identify improvements that simplified customers’ experience with documentation and enhanced our ability to deliver timely content. Partnered with Clearcover’s Marketing team on all public-facing customer content, including client outreach notices and emails. Responded to customer feedback via social media platforms, including Facebook, Twitter, LinkedIn, Google, Apple, and BBB, and advocated for customer needs with related departments. Show less



Nutshell

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Specialist

  • Apr 2020 - Feb 2021

  Provided attentive, clear communication with customers via email, chat, phone, and Zoom and Microsoft Teams screen shares. Facilitated a weekly introductory training webinar on Demio to walk new customers through setting up and using Nutshell’s CRM. Enriched the self-service support library by writing help articles and creating training videos. Assisted in troubleshooting and performing quality assurance, identifying bugs and other issues in pre- release software. Provided attentive, clear communication with customers via email, chat, phone, and Zoom and Microsoft Teams screen shares. Facilitated a weekly introductory training webinar on Demio to walk new customers through setting up and using Nutshell’s CRM. Enriched the self-service support library by writing help articles and creating training videos. Assisted in troubleshooting and performing quality assurance, identifying bugs and other issues in pre- release software.



Expedia Group

• United States
• Software Development
• 700 & Above Employee

• User Happiness Advocate

  • Sep 2015 - Mar 2020

  Provide technical support and troubleshooting for Expedia brand iOS and Android app users, communicating via Zendesk, the Apple App Store, and the Google Play store Author standardized language used by the team to address common user requests and troubleshoot issues Test new app builds, analyze in-process product changes, and suggest modifications and feature ideas to stakeholders based on user issues and feedback trends Publish clear, concise technical content for the app support website and documentation for team knowledge base Assist in interviewing, training, and mentoring new hires and student interns Show less



Brighton District Library

• Libraries
• 1 - 100 Employee

• Assistant Manager, Youth Services

  • Jan 2014 - Sep 2015

  Provided reference services and technical support to patrons, including assistance with eReaders, Microsoft Office products, and general computer troubleshootingAuthored content for the library’s Youth Services webpage and curated the audiovisual section of the juvenile collectionDesigned and published all Youth Services promotional materials, including quarterly newsletters and summer reading logsScheduled Youth Services staff and substitute librarians on a monthly basisAssisted with interviewing in all library departments and trained new employees Show less

• Teen Services Librarian

  • May 2010 - Dec 2013

  Curated the library’s Young Adult collections and managed content for the Teen Services section of the library websiteIndependently planned and implemented programs for patrons age 11-18, including gaming, book clubs, an anime club, movie nights, database training classes, outreach to area schools, and the Teen Summer Reading ProgramDesigned and distributed all Young Adult marketing materials and handoutsProvided reference services and technical support to patrons, including assistance with eReaders, Microsoft Office products, and general computer troubleshooting Show less



Canton Public Library

• United States
• Libraries
• 1 - 100 Employee

• Librarian

  • Sep 2006 - Apr 2010

  Performed reference work and reader’s advisory for library users of all ages, including roving reference Independently designed and implemented group programs for children and teens, including outreach to area schools Assisted in evaluating and writing library policies and procedures Successfully wrote grants for funds that supported the library’s children’s programming Performed reference work and reader’s advisory for library users of all ages, including roving reference Independently designed and implemented group programs for children and teens, including outreach to area schools Assisted in evaluating and writing library policies and procedures Successfully wrote grants for funds that supported the library’s children’s programming