Hey there! I’m Bria. 👋

I bring over 10 years of experience transforming complex ideas into clear, engaging content that connects. I love creating content that’s strategic, purposeful, and a little bit fun. My work is all about making sure words aren’t just read—they’re felt.

I’ve collaborated with teams across industries to build cohesive content strategies, refine messaging, and elevate experiences. I’m here to help brands say what they mean and mean what they say. In my most recent role at TeamSnap, I was entrusted by both a company founder and the President and Head of Product, who, upon each of their departures, referred to me as ‘the voice of TeamSnap’ and encouraged me to ensure the company remained true to its voice and tone.

If you’re looking for a content designer who understands that great content goes beyond just words—someone who crafts clear, user-centered experiences, sweats the details, and collaborates closely to drive impactful results—then let’s create something great together!

HIGHLIGHTS

10+ years of content expertise across diverse roles in startups and scaling companies.
Led cross-functional initiatives to standardize content, improving user engagement by 15% across 25M+ users.
Expert in creating scalable content systems that enhance consistency and clarity across web, iOS, and Android platforms.
Specialized in optimizing self-service content, driving a 90% help center deflection rate and reducing support volume.

Skills: UX writing and microcopy, Content strategy, User-centered design, AI operations, Content system development, Information architecture, User research and analytics, HTML and CSS

Tools: Figma, Confluence and Jira, WalkMe, Adobe Creative Cloud Suite, Microsoft Office Suite, Google Workspace, WordPress

EXPERIENCE

2014–2024 | TeamSnap, Remote

Content Designer | Apr 2023–Sept 2024

Spearheaded content standardization initiatives across documentation and product design systems, reducing user drop-off rates and support tickets by 15–20%, while improving user engagement with self-service resources for 2 million+ daily active users.
Partnered with UX and product teams to optimize user flows, boosting adoption by 10–15% and accelerating onboarding times.
Refined content for major product updates, leading to smoother user transitions and a 10% reduction in churn during high-impact changes.
Developed and implemented a comprehensive voice and tone guide along with company-wide terminology standards, resulting in more cohesive communication across all content and enhancing clarity and brand consistency for over 25 million TeamSnap users.
Leveraged analytics and user feedback to continuously improve content, increasing user satisfaction by 10–15%.

Technical Content Manager | Aug 2021–Apr 2023

Customer Experience Content Manager | Jun 2017–Aug 2021

Aligned technical content with multiple product updates, driving 10–15% increases in feature adoption across various launches.
Directed self-service content strategy, achieving 90% help center and 70% in-app deflection rates, reducing support volume significantly.

Implemented chatbots and DAP systems, creating guides and FAQs that boosted user engagement and onboarding by 15%.

B2B Customer Support Specialist | Oct 2016– Jun 2017

B2C Customer Support Specialist | Feb 2016–Oct 2016

Promoted quickly from B2C to B2B support, maintaining a 95%+ user satisfaction rate.
Maintained knowledge base documentation to enhance user self-service options.

Quality Assurance Tester | Aug 2014–Feb 2016

Performed QA testing to ensure product reliability and initiated automation scripting.

2012–2014 | Genesis Financial Solutions (now DBA Concora Credit), Beaverton, OR

Technical Writer & Sharepoint Administrator | Jun 2012–Aug 2014

Managed technical documentation and led a company-wide SharePoint upgrade.

2011-2012 | DiscoverOrg (now DBA ZoomInfo), Vancouver, WA

Sales Administrator | Sep 2011–Jun 2012

Corporate Research Analyst | Aug 2011–Sep 2011

Conducted corporate research and supported sales operations for an Inc. 500 company.

EDUCATION

Bachelor of Science, Technical Communication

Arizona State University, Tempe, AZ

CERTIFICATIONS

Content Design Leadership Program - UX Content Collective | 2023
KCS (Knowledge-Centered Service) V6 Practices - KCS Academy | 2019
KCS V6 Fundamentals - KCS Academy | 2019

Building a comprehensive content design system for TeamSnap

Objective:

Develop a unified content design system—spanning style guide, voice/tone, actionable language, and a glossary—that would streamline the design process and ensure consistency across TeamSnap’s web, iOS, and Android platforms.

Challenge:

TeamSnap’s messaging was disjointed across multiple products and platforms, leading to user confusion, increased support queries, and lower feature adoption rates. We needed a system that aligned product voice and empowered designers to pull pre-approved copy, saving time while ensuring consistency.

Approach:

I led the creation of a comprehensive content design system that included:

Style guide: Standardized grammar, punctuation, and formatting.
Voice and Tone: Clear, friendly voice with adaptable tones for various scenarios.
Actionable language: Pre-approved, verb-driven phrases for buttons, notifications, and tooltips.
Glossary: Unified terminology for teams to ensure consistent language.

Outcome:

15% increase in feature adoption rates due to clearer, actionable guidance.
20% reduction in support queries related to product confusion.
Streamlined design process with pre-approved copy, saving time and effort for designers.

VISA mandates: Merchant account status updates

Objective:

Address updated Visa mandates by creating clear messaging for organization administrators notifying them of their updated merchant account status and educating them on why accounts may be marked as “unverified” or “restricted.”

Challenge:

TeamSnap’s complex product ecosystem (7 concurrent versions) required updating 19 pages and creating 87 error/warning banner variants across 5 account statuses, ensuring minimal disruption to payments and deposits.

Approach:

Identified pages where errors would be displayed.
Defined consistent terms for page categories.
Documented copy decisions in Figma design files for seamless collaboration.

Outcome:

Clear, consistent copy minimized disruption in transactions for users.
No rise in support cases due to merchant account status confusion.

Sponsorship application redesign for B2B users

Objective:

Reimagine TeamSnap’s Sponsorship application process to reduce drop-offs and improve usability for both sponsorship customers and internal teams.

Challenge:

The existing process had a drop-off rate of over 60%, caused by confusing content and a lack of mobile accessibility, leaving many under-resourced organizations unable to complete their applications.

Approach:

Collaborated with lead product designer to introduce a wizard format allowing users to navigate out of order, preview steps, and easily understand the offerings.
Simplified and clarified the language to ensure content was accessible and easy to follow.
Componentized the content for easier integration with other business lines.

Outcome:

The new wizard can be completed in under 10 minutes.
Positive customer feedback and improved accessibility.
Targeting a 50% reduction in drop-offs for Fall 2024, with initial results showing strong performance.

Driving content strategy

Objective:

Led the content strategy for WalkMe and the Help Center at TeamSnap, aiming to improve user onboarding, feature discovery, and self-service support to reduce reliance on customer support.

Challenge:

TeamSnap’s users struggled with onboarding and navigating complex workflows across platforms. The Help Center also lacked sufficient resources, leading to an increase in repetitive support queries and hindering users’ ability to find self-help content.

Approach:

WalkMe: Owned the implementation of interactive guides and tooltips to improve onboarding and in-app user guidance.
Help Center: Audited and revamped the Help Center, creating detailed articles, FAQs, and video tutorials to enhance the self-service experience.
Collaboration: Worked with UX, product, and support teams to ensure content aligned with user needs and product goals. Used data-driven insights to optimize both WalkMe and Help Center content.

Outcome:

20% increase in onboarding completion rates with clearer in-app guidance.
Reduced support queries, enabling the support team to focus on complex issues.
Enhanced self-service experience with improved Help Center resources.

Help Center

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