Apr 2023 – Jan 2025 · 1 yr 9 mos · Washington, District of Columbia, United States

• Traveler Experiences for Expedia + VRBO
• Lead UX content strategy for the Trips, Checkout, External Messaging and Social Graph teams
• Use human-centered design methodologies to craft/edit and test content solutions (i.e., buttons/CTAs, strings, error messages, banners, push notifications, transactional + marketing, emails etc.) for the Expedia mobile app and Expedia.com
• Collaborate with Product Designers in creating wireframes and lo-fi UI solutions
• Manage the B2C content strategy for integrating generative AI (GenAI)/ChatGPT technology into trip planning-related product features
• Implement and facilitate team processes (i.e., critiques/CRITs, office hours, content flash sessions, design reviews) that eliminated silos and decreased content review inefficiencies for the Checkout and Trips teams
• Developed a comprehensive content design standards framework—integrating universal best practices—to drive consistency and cohesion amongst designers working across Expedia's business groups
• Facilitated internal 'Community of Practice' events for the global content design community

Feb 2022 – Apr 2023 · 1 yr 2 mos · Washington, District of Columbia, United States

• I am Meta’s first CD in D.C. No autographs please. 😎

Mar 2021 – Feb 2022 · 11 mos · Washington, District of Columbia, United States

• Ads & Business Products (Facebook & Instagram Shops):
• Monetization | Commerce
• Buyer Experience (Purchase): Cart, Checkout, Payments
• Seller Experience: Commerce Manager, Shop Builder
• Customer Advocacy: Gifting, Referrals
• Global Meta Brand Refresh
• Reality Labs:
• Responsible AI (RAI) Content Design Lead focused on AI documentation for increased user ‘Transparency & Control’
• AI Commerce: UX Conversational Design for the Shopping Assistant
• Internal Volunteerism:
• Facebook Design Conference:
• 2021 Operations & MarCom Committee Lead (Inaugural event w/ 4K+ attendees)
• Black@ Employee Resource Group:
• Content Design Manager for the group's brand identity refresh: Created a brand system, visual language and usage guidelines for one of the largest and oldest ERGs at Meta.

Mar 2019 – Mar 2021 · 2 yrs · Charlotte Metro

• | UX/UI Conversational Designer | Manage and develop content strategy, as well as write and edit copy for Erica—Bank of America's conversational commerce, AI-powered digital assistant.

Jan 2016 – Jan 2019 · 3 yrs

• Global Human Resources | Global Marketing & Corporate Affairs | Global Procurement
• Successfully implemented an enterprise-wide, multi-media communications strategy to introduce a new global HR system (Workday) to 220,000± employees—Bank of America’s largest technology transition to date.
• Manage dynamic content calendar and editorial content strategy for the company’s intranet/dot-com site (Flagscape)
• Create LOB-specific style guides, standards and content for newsletters, job aids, external-facing emails, marketing supplements, online blogs, vendor and employee communications
• Develop and manage the content + design review process
• Research and develop compelling stories, and translate complex ideas into clear, visually appealing stories or presentations—incorporating graphic and video design—for major company initiatives
• Support executive-level communications and events (emails, special event talking points, town hall key messages, presentations, etc.)
• Co-manage design and edits of marketing materials (e.g., posters, flyers) for 5000± operations sites and banking centers

Jan 2015 – Jan 2016 · 1 yr

• Manage enterprise social media communications, best practices, operations and governance.
• Create and manage social media conversations that aided in building community and connection between Bank of America executives, sub-brands and customers.

Jan 2014 – Jan 2015 · 1 yr

• Create a LEAN strategy that simplified the PCR (periodic communication review) process for Mortgage Servicing communications.
• Co-manage newly streamlined process for mortgage (C3) related customer, associate, vendor communications and marketing materials resulting in a 50% reduction of inactive inventory (6000+ letters and templates) in less than 6 months.
• Audit, write/edit, design and peer-review Mortgage Servicing communications (external customer letters, employee job aids, emails, training guides and newsletters).
• Develop and design new-hire onboarding training and materials.
• Facilitate project meetings and content reviews with LOB partners (risk, legal, compliance, marketing) resulting in early project completion.

Jan 2012 – Jan 2014 · 2 yrs

• Project management support for a $31MM portfolio impacting Legacy Asset & Default Servicing (Business Reporting and Loss Forecasting)
• Manage communications routines and artifacts for team SharePoint site and the brand’s internal intranet (Flagscape)
• Manage project plan revisions, reporting and UAT testing execution
• Develop and execute Governance processes and procedures
• Facilitate/manage project meeting routines (i.e., tollgates, new initiative requests and change control approvals)
• Manage event planning budget (10-25K) and contract negotiations
• Manage contract labor onboarding | Develop a streamlined process to reduce contractor on-boarding process from 10 to 5 business days
• Notable achievements:
• Co-create scope and project requirements for the adoption of a global, electronic document strategy
• Help successfully transition the Home Loans & Insurance division to a paperless documentation system; resulting in significant cost savings and bringing HL&I in compliance with federal regulations

Jan 2011 – Jan 2012 · 1 yr

• Manage internal communications deliverables for critical Home Loans (Making Homes Affordable | MHA) program initiatives. Partner with program managers to help create error-free, operations-related communications based on governmental directives issued by the U.S. Department of Treasury.

Jan 2005 – Jan 2011 · 6 yrs

• Provide Administrative Support for 2 SVP-level technology executives, 7 mid-level managers and 125 domestic associates.
• Create and edit standard operating procedure (SOP) manuals, employee engagement newsletters, org announcements, meeting presentations and executive talking points/key messages
• Organize and execute multi-city meetings and events
• Manage complex calendars, corporate expense budgets and executive domestic/international travel planning
• Manage status reporting process that helped improve mandatory training completion percentages and reduced technology costs by 20%

Jan 2004 – Jan 2005 · 1 yr

• Selected to participate in LEAD (Leadership, Enhancement & Development) program sponsored by Transaction Services/Change Enablement line of business.
• Participants are immersed in a yearlong rotation that develops professional communication skills, project management, process design/improvement, and bank operations business acumen. Participants also learned, coached and managed job responsibilities used to mitigate risk, navigate end-to-end processes and critical business functions through on-site rotations in check processing, cash vault, Global Human Resources and teller operations.

Jan 2014 – Jan 2014 · 0 mo · Charlotte, North Carolina

• Global HR Compensation & Benefits Project Manager responsible for:
• Health & wellness project management and execution
• UAT and regression Testing
• Requirements gathering and identification
• Communications Deliverables: prepare/edit use case scenarios, test cases, project plans, business review documents (BRDs), retiree packages, annual benefits enrollment confirmations, and manage SharePoint site edits
• Event Planning Deliverables: associate biometric testing and flu shot clinics
• Vendor Relationship Management (Optum, Anthem, BCBS)

Jan 2003 – Jan 2004 · 1 yr · New York, NY

• As a member of the highly-competitive CBS Page Program: Worked as a television studio production assistant completing various production activities (e.g., archiving footage, coordinating scripts, camera operation, escorting/assisting talent and celebrities, office and events assistant, etc.).
• Ad-hoc duties also included: Tour guide and audience coordinator for studio audiences at the following networks/TV shows:
• CBS (60 Minutes, CBS Nightly News, The Early Show)
• BET (106 & Park)
• MTV
• VH1

Jan 2001 – Jan 2003 · 2 yrs

• Responsible for the administration and organization involved in producing television news programming. Assisted anchors and news crew in all stages of television news pre- and post-production.
• Facilitate production meetings
• Provide administrative support to the News/Program Director, VP of Production and Production Manager as needed
• Organize travel arrangements for cast, crew and production executives
• Manage cast schedules
• Camera and teleprompter operator

Jan 1999 – Jan 2001 · 2 yrs · Atlanta Metropolitan Area

• Responsible for enhancing and maintaining IBM’s B2B and consumer relationships by providing technical support, problem resolution, product availability and pricing for IBM mainframe and midrange computing systems. Followed up on web-based advertising leads and worked with internal sales representatives to provide quality technical and sales support to vendors.