Expertise in building effective strategies that position organizations for sustained growth; with Zwift, scaled a team of technical writers and L&D professionals while building an internal knowledge and L&D infrastructure supporting 250 global support agents.

Highly successful content manager and L&D leader with expertise building and delivering knowledge that serves as a resource for both internal teams and outside customers.

An effective strategist who leverages an unwavering commitment to excellence to build and execute innovative strategies for product support content, AI-driven self-service ecosystems, and compliance documentation, by working with leaders and employees at all levels of the organization to drive adoption and advocacy.

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Career Summary & Milestones

2018 to Present • ZWIFT • Long Beach, CA

Zwift is a massively multiplayer online cycling and running physical training program that enables users to interact, train, and compete in a virtual world.

Senior Content Manager, Promoted from Content Manager in 2021

Leads vision, strategy, and execution for all facets of content management, with authority over four direct reports and a total team of five professionals engaged in technical writing and L&D, as well as localization.

As Senior Content Manager, oversees the development and revision of all standardized internal documentation, external self-help content, and learning and development initiatives, resulting in an integrated and complementary knowledge and learning ecosystem, subsequently reducing customer effort and churn.

• Developed and maintained an AI-driven self-service ecosystem leveraging content from Zwift’s support site: support.zwift.com, served conversationally via the AI chatbot (Solvvy) that resolves over 180k support requests annually.
• Continually analyzes self-service reporting data and Google Analytics to improve the support website and AI chatbot experience, subsequently increasing the customer self-service rate to 70%, garnering $4MM in YOY savings.
• Delivers solid results, maintaining an internal knowledge base, leveraged by 250 global support agents that has lowered issue handle time by an average of 25%.
• Entrusted with the negotiation of multi-year contracts with Solvvy, an AI-driven chatbot, including securing a flexibility clauses that has avoided $100,000 in costs over two years.
• Supports training and content management to onboard BPO sites in Poland and Nicaragua.
• Implemented an AI-driven self-service ecosystem that resolves 70% of all support requests, saving $4MM YOY
• During the COVID pandemic, showcased the company’s capabilities by supporting the first virtual Tour de France, writing documentation to enable bike owners worldwide to pair their equipment with Zwift.

Content Manager, Promoted to Senior Content Manager in 2021

Joined the company as Content Manager, re-engineering and migrating the company’s user-facing knowledge base to new platforms offering source control and structured authoring. Expanded the company’s ability to serve a global customer base by innovating a multilingual localization pipeline.

• Credited with improving the self-service rate from 20% to 50% to achieve $2MM in labor savings by avoiding the use of Tier 1 and Tier 2 support personnel.

2016 to 2018 • WEEDMAPS • Irvine, CA

Weedmaps is a tech company serving the cannabis industry. Headquartered in Irvine, California, Weedmaps has more than 400 employees, and has offices in Denver, Tucson, New York, Barcelona and Toronto.

• Established a formal documentation review and approval process, as well as style and nomenclature guides.
• Wrote the back-end documentation to support the launch of WeedmapsBrands.
• Collaborated with the Design and Product organizations to write copy to support landing pages, error messages, and notifications for the iOS and Android applications.
• Served as the Administrator for MadCap Flare, building CSS, master web pages, and page layouts.

2015 to 2016 • GLIDEWELL LABORATORIES • Irvine, CA

Glidewell Laboratories is an industry-leading provider of high-quality, low-cost dental lab products and services, including crowns, implants, veneers, and mouthguards.

Technical Writing and Auditing Manager

Fulfilled a critical role leading technical writing and auditing, integrating the teams from both functions into a single organization. Partnered with subject matter experts to innovate processes, procedures, and best practices, and introduced a formal Learning Management System (LMS) providing training verification and recordkeeping.

• Supervised five technical writers and two internal auditors supporting laboratory standardization for 11 domestic and two international sites.
• Overhauled the internal audit program to reduce the travel budget by 30% through an unannounced schedule, introducing virtual report out meetings, and data collection based on sample sizes.

Early Career

2009 – 2015 • Walt Disney Parks and Resorts

• Documentation Administrator, Anaheim, CA (supporting the Walt Disney World Resort remotely)
• Technical Writer, Anaheim, CA (supporting the Walt Disney World Resort remotely)

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