Résumé

Professional Experience

Conversational AI Designer, Nationwide Mutual May 2023 - Present

• Designed, implemented, and iterated on two customer-facing chatbots to provide accessible solutions to common questions and user needs

• Consistently audited user data to make impactful iterations that respond to user desires

• Developed taxonomies to support our NLU models that navigated a complex body of content with a high level of accuracy

• Created systems and processes for our nascent team that drove product lifecycle efficiency and efficacy

• Worked alongside UX researchers to design studies that informed design decisions and aligned with business goals

• Designed and taught conversational AI courses for non-CAI-trained team members to learn new skillsResearched and deployed generative AI models and initial agentic AI prototypes for internal teams
  
  

Writer & Editor, Lingua Machina May 2014 - Present

• Write and publish the Lingua Machina newsletter

• Edit and contribute to AI for Lifelong Learners

• Design and build web solutions (e.g., Become Less Angry)

• Freelance editing

• Freelance writing (e.g., writing portfolio)

Content & Conversational AI Designer, Aumkaara contracting with Apple Inc. Nov 2021 - Apr 2023

• Managed cross-channel content systems to utilize existing text in chatbot solution

• Designed an internal chatbot to solve common employee concerns

• Supported user research with global participants to center user needs during chatbot ideation

• Worked closely with UX designer and technical leads to design highest capacity projects within technical limits- Managed cross-channel content systems to utilize existing text in chatbot solution - Designed internal chatbot to solve common employee concerns

• Support user research with global participants to center user needs during chatbot ideation - Worked closely with UX designer and technical leads to design the highest capacity projects within technical limits

Content Designer & UX Product Owner - Sedera Inc. Apr 2019 - Nov 2021

• Designed strategic content solutions for the digital onboarding experience

• Created user journey maps to identify and eliminate friction points

• Facilitated end-user testing and implemented feedback to prioritize feature development

• Managed content strategy across multiple communication channels, including website, knowledge base, and social media

• Wrote SEO-enabled website copy for content

• Managed cross-channel email newsletter program for 50K+ member base

Content Writer - Wells Solar May 2018 - Apr 2019

• Established style guide and content system for internal and external communications

• Developed educational chatbot and marketing materials centered on solving common customer concerns

• Researched solar technology and created accessible educational materials for customers

Education

MA, Rhetoric & Composition - Texas State University, 2022
Cognate in technical communication, focus on empathy in interface design
Sigma Tau Delta - Excellence in English recipient
Thesis: Empathy in Conversational AI: Rhetorical Analyses and Recommendations

BA, Rhetoric & Writing - University of Texas at Austin, 2014
Minor in English, focus in digital rhetoric

Certifications

2025 - Coursera Professional Certification - Data Analytics
2022 - Conversation Design Institute - Conversation Designer Certificate
2022 - Conversation Design Institute - AI Trainer Certificate
2022 - Conversation Design Institute - Conversational Copywriter Certificate
2021 - Google UX/UI Certificate
2020 - Voxable Conversation Design Certificate