Professional experience

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Summary

  • Results-driven strategic communications leader with 15+ years of experience driving impactful change across digital media, user experience, workforce development and organizational strategy.
  • Skilled change advocate known for modernizing digital media presence and leading teams through complex organizational change initiatives.
  • Natural problem solver adept at optimizing internal operations with workload planning, process improvement, hiring strategy and organizational planning.
  • Skilled multidisciplinary communicator and project manager recognized for building highly effective teams and managing large-scale and high-visibility initiatives.

Core competencies

  • Strategic communications and change leadership
  • Executive consulting and stakeholder engagement
  • Employee engagement, retention and development
  • Organizational design and process improvement
  • Digital strategy and web content development
  • Cross-functional project management

Accomplishments

U.S. Department of the Treasury

January 2020 to present

  • Senior Management Associate

    • Led strategic planning and organizational design with senior executives to improve communications and workforce outcomes. Directed project management teams to implement the change initiatives across the agency.
    • Oversaw operations for 175+ staff across seven branches, implementing quality control processes and resource management plans that enhanced efficiency and compliance.
    • Provided direct support to senior and executive leadership. Served as a confidential management associate, delivering executive briefings, program analysis and decision support.
    • Spearheaded a flexible position description catalog that enabled agile hiring and streamlined workforce planning.

  • Strategic Communications & Content Development Chief

    • Directed a division of 22+ high-performing communication advisors, content developers, channel managers and content strategists to support the strategic messaging and priorities of the country’s largest tax organization.
    • Led the strategic communications and advisory for one of the organization’s largest divisions, leading engagements with senior executives and operations advisors to plan and manage day-to-day and long-range efforts.
    • Oversaw hiring strategies and performance frameworks to enhance alignment with agency mission and strategic priorities.

  • Customer Experience Manager

    • Guided and upskilled 10+ junior CX professionals to stand up a new organization and design and implement user-centric services, leveraging strategic planning and program evaluation to drive innovation and improve enterprise-wide customer experience outcomes.
    • Developed and scaled the first human-centered design program for a federal agency, aligning organizational vision with actionable roadmaps, project management frameworks, and operational policies.
    • Authored and championed a customer experience and change management toolkit used across multiple IRS divisions.
    • Championed culture change and team performance, navigating complex stakeholder environments and labor relations with empathetic leadership, conflict resolution expertise, and clear communication.

  • Content Strategy Manager

    • Directed web content strategy for IRS.gov, leading a team of project management, editorial and communications professionals to improve service accessibility and effectiveness across channels.
    • Led audits, customer interviews and performance tracking to support data-informed web modernization efforts.
    • Spearheaded and implemented a career development framework to enhance performance and growth across technical staff.

  • Senior Content Strategist

    • Delivered high-impact digital communications by leading the editorial direction for critical IRS.gov initiatives, including implementation of the American Rescue Plan Act of 2021.
    • Drove the launch of the online Child Tax Credit Update Portal, a legislative-driven initiative, which served 7 million users during peak relief efforts.
    • Implemented Scrumban methodology to improve project throughput, reduce roadblocks and enhance product quality.

Portland Water Bureau

November 2016 to December 2019

  • Digital Communications Manager

    • Built and launched the bureau’s digital communications function from the ground up, exceeding milestones by the agency director.
    • Led a cross-agency modernization team to overhaul outdated content and develop and train staff on new content strategy standards.
    • Directed digital crisis communications and public relations during high-profile emergencies, earning public trust through coordinated messaging.

Portland Metropolitan Association of Realtors®

May 2014 to November 2016

  • Communications Director

    • Advocated for and implemented data-driven marketing, boosting email open rates to 40%.
    • Led social media and content strategy, introducing new methods to increase event engagement by 20% through virtual channels.
    • Managed three website redesigns, delivered ahead of schedule and under budget.

Digital Communications Consultant

October 2008 to February 2016

    • Developed integrated marketing strategies to meet highly defined business goals of small businesses and individual brands.
    • Provided web and graphic design, writing and editorial services, digital marketing and strategic communications, delivering custom marketing, branding and web solutions.
    • Led web design, content development and social media campaigns tailored to client needs and audiences.

Education

Northeastern University

B.S. Digital Communication and Media

Nielsen Norman Group

User Experience Certification
Interaction Design Specialty
Certification 1039913