Founder, content strategist and creator

• Jul 2019 - Present

Founder, content creation and strategy. Working mainly with startups and SMEs across multiple sectors, we bring a user-centric approach to content design. We work closely with clients - no matter their size or budget - to discover how it is that content can add value to their product and therefore their stakeholders. We offer complete strategic planning of content for multiple platforms, internal manuals and training tools, customer-facing content, media content, product design, and UX copy. We put as much thought and passion into crafting purposeful words for writing a full text-based produc as we do for a project tweaking microcopy for an app re-design. Coming soon, the launch of our first workshop and online course, Agile Content, to help local startups build solid foundations to creating their own content by keeping user needs and business goals in mind, and avoid building content that nobody wants to read. There's nothing we love more than seeing our copy moves users closer to the goal with ease and transparency, and seeing the resulting growth for our clients. Show less

Co-founder, Head of Comms and COO

• 2015 - Present

Set up and managed teams with varied backgrounds, cultures, and workstyles, managing them through startup to growth and through changes in business goals including digital transformation, systems, and structure. My goal is always to create empathetic and productive teams, irrespective of who I’m working with. Customer service and communications roles, overseeing communications across internal teams, and with external stakeholders from venue managers to Ministry officials and athletes. I excel at creating successful long-term relationships based on transparency and trust, and have created a culture of continuous improvement. Created cohesive communication guidelines, and content for both internal and external consumption, including digital media, branding and culture guidelines, training manuals, and operations playbooks for teachers, management, and customer care team. Aiming for sustainability and automation, to engage and win the trust of the customer while delivering our brand message, and get out clear messages to diverse linguistic communities of users. User research interviews and journey mapping with representative users. These yielded valuable insights into our customer needs and behaviours. I focused on where we were failing our customers: in communication and clarity. They were invested in our business, and loyal to our teachers, but felt uninformed about the options available. Working with the input of our entire team, these findings helped me bring about digital transformation and train our team in a new CX strategy, and to design content that would be intuitive, friendly, and accessible to second language speakers, with an emphasis on visuals and clean, clear user flow, and automation when it served our customers well. Implemented agile methodology in every aspect of our business with a keen eye on our stakeholder needs. We’ve seen a 25% reduction in customer service time spent on enquiries, and a 50% increase in conversion. Show less

Founder and CEO

• Jun 2020 - Present

Owner/Buyer

• Feb 2007 - Jun 2020

Boutique founded 2007 Online boutique launched 2012 Boutique founded 2007 Online boutique launched 2012

Sales Manager

• Nov 2005 - Nov 2006

Events Manager

• Sep 2004 - Oct 2005