CV

Experience

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Pagos Solutions

Head of Community, remote, Jul 2021-present

• Work with internal teams to understand what they do, why it matters, and how they’re connected to each other

• Establish a knowledge-sharing community based on learnings

• Continuously look for opportunities to experiment and iterate on internal working practices as a remote-first company

• Promote and establish transparent and regular communication as part of how we support each other and our customers

• Partner with internal teams to design onboarding material for teammates and customers

• Develop and implement internal and external engagement strategies in the form of documentation, blog posts, hosted forums, and more

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Consulting, self-employed

Knowledge and Culture Lead, remote, Jun 2021-present

• Design plans for internal and external communications

• Research, define, and deploy approaches to building community across remote, globally distributed teams (internally) as well as with external customers

• Design recruiting and training material

• Create knowledge management frameworks

• Edit existing and create new knowledge repositories for internal and external audiences

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PayPal / Braintree, a PayPal service

Senior Business Operations Program Manager Chicago, IL 2020-2021

• Conducted 50+ hours of listening sessions and data analysis to identify engagement and retention focal areas of connection, communication, and professional development; pitched two cross-organizational initiatives to executive leadership for immediate adoption across 2500+ people and got buy-in for implementation; had scope of focus expanded to the full Product organization of 5000+ people

• Partner with Recruiting and Diversity, Inclusion, Equity, and Belonging (DIE&B) leads on recruiting efforts through PowerToFly to reach a more diverse candidate set

• Partner and consult with Chiefs of Staff on communication channel audits and engagement initiatives

• Coordinate with leaders across the Product organization on how to define and implement DIE&B initiatives focused on employees, culture, and customers

• Develop hiring strategies for establishing a new team including writing job descriptions, defining roles and expectations, creating candidate review process and rubric for more objective evaluation, and planning onboarding process

• Managed relationships with third party vendors in technical and recruitment services

Mentor, Oct 2020-Jun 2021

• Act as formal mentor to three earlier career teammates within an organization of 2000+ people

• Guide and encourage teammates through a period of organizational and societal change and ambiguity

• Recommend approaches and perspectives to new challenges as informed by my own learning and experiences

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Emerging Leaders Program Participant, Feb-Oct 2020

• Nominated to participate in selective leadership acceleration program for high potential managers (cohort of approximately 30 people)

• Reflected on personal leadership style and development with a coach

• Developed strategic and communication plans as part of business leadership simulation exercises

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Knowledge Product Manager Chicago, IL | 2017-2020

• Restructured the Braintree documentation team to take an end-to-end knowledge management approach, focused on delivering the right information to the right people at the right times both internally and externally

• Enabled internal teams to become direct contributors to Braintree’s product knowledge by providing context, tooling, data, and best practices to ensure the best user experiences possible

• Scaled team processes and outcomes with business growth without increasing the size of the team 

• Coached senior managers through senior directors on how to adapt and scale processes to support greater knowledge sharing across the company

• Built strong relationships with HR and senior leadership to advocate for and attain pay parity not only for my team but for another 80+ people

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Knowledge Management Lead Chicago, IL | 2013-2017

• Founded Braintree’s documentation team and designed it as a cross-organizational structure responsible for the company’s internal policy and procedure as well as its technical and non-technical support content

• Liaised with product, operations, and leadership teams to determine new documentation needs and identify new opportunities for collaboration with multi-location teams on technical initiatives to consistently improve documentation content, accessibility, and functionality

• Delivered multi-phased release of new documentation structure for Braintree support content, including:

  • The reorganization of existing developer content

  • The introduction of a server-side reference

  • The release of a new non-technical support article site

• Designed and implemented methods for syncing large repositories of shared content between separate organizations within the company

• Facilitated transition as acquisition into a bigger company, building networks, and promoting collaborative efforts in advance of merging of brands

• Created practices to align organizations within a company of acquisitions

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Ops Specialist Chicago, IL | 2012-2013

• Co-led development of Braintree’s intranet using Atlassian Confluence with the lead product engineer

• Migrated existing content into the new structure and managed Confluence user setup, permissions management, plugin installation, and updates

• Implemented new processes and procedures related to content management and led training sessions on the new tool

• Authored internal and public-facing content

• Managed Operations process development and knowledge management for the first joint product release as a subsidiary of PayPal

Integration Support Specialist Chicago, IL | 2011-2012

• Helped merchants and developers integrate with Braintree’s application program interface (API) 

• Created a standardized computer image prior to the establishment of a dedicated IT team in order to help onboard new employees more quickly and consistently

• Led an initiative to create Braintree’s first public-facing support article content for a less technical audience

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University of Chicago Charter School

Technology Director Chicago, IL | 2009-2011

• Organized and facilitated a 1:1 technology program for 600 students and staff

• Designed policy and procedure

• Managed asset maintenance and distribution

• Developed and administered training sessions for teachers and students

• Reconciled the technology budget

• Reduced the technology loss rate on campus from 36% to 3.69% by 2009 and to 0.71% by 2011

Tech Support Specialist Chicago, IL | 2008-2009

• Repaired broken technology

• Managed computer deployment

• Facilitated computer-based assessments (e.g. NWEA MAP tests)

• Performed server maintenance

• Designed a class to teach students technical troubleshooting and repair

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Apple

Mac Genius Chicago, IL | 2006-2008

• Diagnosed and repaired computer hardware and software issues

• Educated customers on computer maintenance and troubleshooting

• Trained new employees

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Visual Specialist Indianapolis, IN | 2003-2006

• Managed software versions and hardware upgrades for front and back of house operations

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Gold Wing Touring Association

Media and Marketing Manager Indianapolis, IN | 2002-2004

• Designed, organized, and edited the non-profit association’s monthly magazine

• Negotiated and communicated with advertisers and printers

• Developed marketing, advertising, and media plans

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Education

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Graduate Certificate, Industrial and Organizational Psychology, 2020
The Chicago School of Professional Psychology

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M.S., Global Technology and Development, 2015
Arizona State University, School for the Future of Innovation in Society

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B.S., Media Arts and Science with Distinction, 2005
Indiana University, School of Informatics
Concentration: Journalism
Minor: French
Certificate coursework: Computer Science
Honors: Deans List (2000-2005), Merit Recognition Scholarship, Outstanding Freshman Scholarship, Honors Scholarship, Scholastic Achievement Scholarship, School of Informatics Student Council (President), Undergraduate Student Assembly (Senator, Grievance Committee Secretary)