As a Coinbase CX Content Strategist, I use data-driven insights to pinpoint friction points and improve CX. I work closely with process specialists, legal teams, and product managers to write Help Center articles and strategize UX flows. The customer-facing content I create integrates with the agent workflow articles and scripts I write, which streamlines customer interactions.

Customer satisfaction, safety, and ease drive my strategic content enhancements. In 2024, I developed and launched a consumer content legal review process to ensure consistent content governance.

Currently, I’m leading an initiative to optimize agent scripts for large language model (LLM) integration. I’m partnering with cross-functional stakeholders from engineering, machine learning, CX operations, and legal to ensure these new communications are clear, LLM compatible, risk averse, and seamlessly integrated into evolving agent platforms.

Fostering partnerships across departments and gaining stakeholder buy-in is one of my greatest strengths. When I engage partners, I share well-researched, organized, and value-driven plans. When I communicate with partners, I prioritize clear, kind, and energetic communication.