Experience
Jan 23 - Apr 23
Oct 23 - Jun 25
VITA Support Associate
TaxSlayer
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Translated complex tax processes into clear, actionable client solutions, optimizing user comprehension and reducing friction.
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Authored and maintained knowledge base articles (ZenDesk), enhancing user
self-service and information accessibility. -
Developed and updated training materials, structuring complex information for clear understanding and effective user onboarding.
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Simplified and communicated intricate tax procedures across multiple channels (phone, chat, email), adapting content for diverse user needs.
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Analyzed user interactions within proprietary software systems (Synergy, PureCloud, Five9) to identify pain points and inform process improvements.
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Collaborated with cross-functional teams (Microsoft Teams) to gather user insights and ensure clarity in client-facing communications.
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Addressed user pain points in complex processes, informing strategies for clearer communication and improved user experience.
Aug 12 – Jan 23
Substitute Teacher
St Mary on the Hill
Catholic School
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Collaborated with educators to design engaging learning
experiences, ensuring clarity and accessibility. -
Designed and implemented structured learning environments via
clear procedural guidelines, optimizing user flow. -
Organized and managed individual educational plans, systematically
tracking user progress and learning objectives. -
Facilitated understanding and resolution of complex interpersonal conflicts through clear communication and protocols, promoting a
positive user environment. -
Guided and instructed 13+ individuals, effectively conveying complex information and ensuring adherence to procedures.
Sep 09 - Feb 11
Information Technology
Staff
Georgia Regents University/
Augusta State University
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Translated complex technical troubleshooting steps into user-friendly instructions, enhancing user self-sufficiency and reducing support needs.
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Developed clear, concise instructions for common user access and system issues, contributing to comprehensive user support documentation.
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Documented software system maintenance procedures, ensuring clear operational guidelines and supporting system usability.
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Analyzed and categorized end-user requests within a ticketing system, identifying recurring pain points to inform knowledge base and system design improvements.
Education
2001 - 2018
Augusta State University
Bachelor of Arts:
English (Creative Writing)
Minor: Communications
Augusta, GA
At Augusta State University, I had the opportunity to learn at one of the most rigorous English programs in the south-east. I studied under masters of the art of creative writing, and focused primarily on non-fiction and poetry studies. I learned how to research correctly, and how to utilize that research to formulate strong papers, which gave me strong problem solving and research skills.
2004 - 2006
Georgia Military College
Associates Degree:
General Studies
Augusta, GA
My time at Georgia Military College taught me self-discipline and integrity in academics. I learned so much about what it took to stick to a task, and apply myself fully and without reservation to accomplishing my goals.
Skills
Professional skillset
Entrepreneurial Mindset
Strong Design Instincts
Teamwork & Collaboration
Proficient with Microsoft Office Suite
Typing Speed:
82 WPM
Languages
English (native)