Resume

• Advised clients on inclusive design best practices and accessibility-related issues for responsive websites.
• Provided accessibility annotations for hand-off to developers.
• Collaborated with cross-functional stakeholders to create high-quality accessible user experiences.
• Lead accessibility reviews of websites against WCAG 2.0 AA standards.
• Conducted accessibility testing with assistive technologies.

• Implemented a new CRM to automate key processes, leading to greater team efficiency (40 hours saved per week) and saving $38,000 per year in overhead.
• Created social media marketing funnels to foster regular online engagement, leading to a 50% increase to newsletter sign-ups and social media following.
• Overhauled policies for file sharing, password management, and data backups to help move sensitive data from limited on-premises solutions to the cloud.
• Identified gaps in training and wrote an extensive library of SOPs, technical documentation, and training materials for use by full time staff and volunteers.

• Transformed multiple quarterly in-person workshops into 28 online courses on a custom WordPress LMS platform, increasing a client’s annual revenue by 140%.
• Built an evergreen email marketing system to grow a client’s customer life cycle in CRM, resulting in a increase in referrals and net profit by over 30%.
• Adapted a client’s published works into an online course, facilitated live to a segment of engaged followers, growing the client’s revenue by 70%.
• Trained support staff on new technologies and procedures, ensuring self-sufficiency by leaving clients with thorough technical documentation.

• Developed sales training for 45+ online courses which contributed to a 47% increase in sales.
• Created 120 personalized scripts that enabled to the support team close 65% more tickets per day (from 30 to 50) by leveraging plain, empathetic language.
• As a sales team member, contributed to a 68% conversion of unqualified leads, achieving $180,000 of sales within 30 days.

• Accessibility
• Design Annotations
• Inclusive Design
• Technical Documentation
• Operations Management
• Marketing Strategy
• Customer Support
• Customer Journey Mapping
• QA Testing
• HTML & CSS
• WCAG 2.1

• Figma
• WordPress
• NVDA
• Zendesk
• Intercom
• G Suite
• Office 365
• Ontraport (Certified)
• Mailchimp
• Zapier
• Asana

Bachelor of Arts
Warren Wilson College, 2003

Available on request.