Conversation Design Resumé

EXPERIENCE

HelloFresh, Hybrid - Conversational AI Specialist

I currently manage content and develop behavior in conversational AI models for four brands: HelloFresh, EveryPlate, Green Chef, and Factor. I've collaborated with Project Management, Process Improvement, and Customer Care Teams to gather and translate business requirements into concrete technical solutions. I've updated and created dozens of chat and IVR conversational flows for customized user journeys from prompts to dialogue output. I rewrote hundreds of lines of dialogue and FAQ articles to improve accessibility and shorten average reading times by at least 10%. I edited existing chatbot dialogues to adapt them to use as dialogue for voicebot within an IVR. I evaluate and tune voicebot performance by rewriting dialogue and creating plans for new use cases. Conducted multiple user research analysis projects using chat and voice transcripts. Completed competitor chatbot analysis and presented to senior leadership as support for new chatbot and IVR use cases.

Aspen Technologies Group LLC, Remote - Conversation Designer

Analyzed user/agent interactions from contact center transcripts to create corresponding interaction designs for automated scenarios, using Amazon Lex. Designed innovative, user-focused conversational interfaces for voice- and chat-based use cases. Developed documentation to articulate the behavior of complete conversational interfaces. Wrote, translated, and localized dialog, and other related copy, from US English to US Spanish and CA French, for conversational experiences that align with best practices and customer brand guidelines. Created style guidelines for project management and client demo best practices. 

Grammarly, Remote - Linguistic Consultant

Improved user experiences through content annotation, data quality control, and grammar error correction on thousands of utterances. Contributed to the launch of the tone-detection feature. Working with product teams to improve the feedback provided to users. Engaged in research processes with qualitative and quantitative approaches. Projects include grammar correction, tone-detection, genre & register analysis, clarity judgments, and stylized rewrites.

Boeing, Remote - Information Science Specialist

Designed dozens of dialogue scripts for proprietary workflows, tested by a variety of users. Used semantic data modeling to demonstrate and streamline hundreds of user intents. Created best practices for identifying and analyzing intents within unstructured text data. Prepared statistical and narrative reports on internal user research projects. Contributed to iterative changes and improvements by using knowledge of current trends in information architecture and semantic interoperability.

Comcast, Remote - Senior Language Engineer

Created annotation schemas for high-quality datasets to train machine learning models on customer service chat flows to automatically generate suggested utterances for agents. Designed conversations to reduce customer churn and improve agent workflows. Developed grammars for natural language processing systems in different languages, defined and implemented higher-level grammar architecture. Designed coherent and comprehensive meaning representation frameworks, considering quality, fairness, and machine learning bias.

Comcast, Remote - Content Data Editor

Edited and matched television programming records for TV series, movies, documentaries, music videos to appropriate database records in English, French, Spanish, and Italian. Analyzed content descriptions for clarity, correctness, and bias. Maintained brand voice across thousands of database records.

EDUCATION

Hofstra University, Hempstead, NY

MA - August 2017 - May 2018

Master of Arts: Forensic Linguistics (GPA 3.83)

Honors: Forensic Linguistics Scholarship, Graduate with Distinction, Cum Laude

BA - August 2015 - May 2017 (GPA 3.75)

Bachelor of Arts: Linguistics with a minor in Italian. 

Honors: Honors College Merit Scholarship, Graduate with Distinction, Cum Laude