As a Coinbase CX/AI Content Strategist, I use data-driven insights to pinpoint friction points and improve CX. I work closely with machine learning partners, process specialists, legal teams, and product managers to design agent workflows that are AI/LLM compatible and write Help Center articles.

Conversation design: I design and write workflows that are both AI agent and human agent compatible. My expertise lies in crafting precise, machine-readable prompts and decision-based, branch-logic workflows that ensure AI, chatbots, and human agents can accurately understand what a user needs and give them the right information.

Support automation: By collaborating with machine learning partners and agent process specialists, I've designed and implemented AI-powered solutions that automate customer support, boosting agent efficiency and empowering more customers to find their own solutions through self-service.

Content governance: 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.

Prompt engineering: I'm currently leading a project to train the customer support AI to be more empathetic and accurate. I'm working with machine learning, CX operations, and legal teams to optimize agent scripts by writing the prompts that guide AI and creating guardrails for sensitive topics. This ensures the AI's iterative responses in our agent platforms are not only helpful but also clear, low-risk, and consistent.

Cross-functional trust: 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.

Help Center content: I'm an expert in creating and optimizing content for Help Centers and internal knowledge bases. I use data-driven strategies to write and edit articles, ensuring the content adheres to style guides and provides the best possible user experience. My work helps customers find the answers they need quickly and easily.