Asheville, North Carolina, United States
Deeply curious, creative, collaborative and savvy self-starter growing my experience as a content strategist and beyond. Adventure-seeker & poet in my free time.
At Mockingbird, I lead the development and management of internal content and training resources for our Customer Experience (CX) team, ensuring that both our customers and internal team members are supported with the highest level of care and expertise. I balance content creation, training, and customer-facing work to build scalable systems while maintaining an empathetic, high-touch customer experience.
I resolved complex customer issues and provided escalation support, applying de-escalation techniques to ensure positive outcomes. I managed strategic goals, optimized Help Center content for better efficiency and accessibility, and improved overall queue performance. I also developed and maintained Help Center resources, collaborating with cross-functional teams to keep our internal knowledge base accurate and up to date.
As the Founder and Managing Editor of Loblolly Press, I oversee every aspect of the press’s operations, from manuscript acquisition and editorial direction to marketing, production, and community engagement. I work to amplify marginalized voices from the South—queer, BIPOC, and rural writers—by publishing contemporary poetry, short fiction, and novels that reflect the region’s complexities and richness. Key Responsibilities: - Lead the editorial vision by curating a catalog of works aligned with the press’s mission and values. - Collaborate directly with authors throughout the editorial process, ensuring their voices remain authentic and impactful. - Manage the end-to-end publishing process, including editing, book design, production, and distribution. - Develop and execute strategic marketing campaigns, including social media, email outreach, and events, to promote our publications and connect with readers. - Cultivate partnerships with bookstores, literary organizations, and community groups to expand our reach. - Oversee financial planning, including budgeting, fundraising, and managing a subscription service to support sustainable growth. - Foster a community of writers and readers through events, a podcast series, and zine projects, reinforcing our commitment to southern storytelling. Achievements: - Published numerous works that celebrate underrepresented voices in traditional publishing - Launched innovative initiatives like a podcast and branded merchandise - Built a platform that champions diversity in southern literature while supporting emerging writers. This role blends creativity, strategic thinking, and a passion for storytelling, allowing me to contribute to the literary world meaningfully while building a sustainable and inclusive publishing model.
Designed and led wilderness programs, offering teens engaging outdoor experiences. Recruited, trained, and mentored staff, ensuring top-notch service and safety. Developed risk management strategies, complying with ACA standards. Managed communications with campers and parents, boosting engagement and satisfaction. Conducted staff evaluations to support continuous program improvement.
Collaborated with a co-leader to design and lead multi-day backcountry trips across the Mid-Atlantic United States. Inspired teenagers to develop interpersonal and emotional skills. Managed risk effectively to ensure a safe and enriching learning environment.
Collaborated with team members to customize and implement outdoor education programs for over 30 schools and organizations. Conducted research and developed new educational initiatives with a focus on sustainability, enhancing the overall impact and relevance of the programming.