Information & Knowledge Strategist
Content Strategy · Knowledge Management · Information Architecture
Projects
Northwest Global Logistics:
Bilingual Shipping Calculator
I designed and built a customer-facing tool that gives American shippers to Taiwan and Hong Kong an instant shipping quote. Every field and instruction appears in both English and Traditional Chinese, so customers can work in the language they know best. Behind the simple form, the calculator applies the company's real billing logic, pricing each box on the greater of its actual or dimensional weight and factoring in the weekly fuel surcharge, and accounts for options like insurance and signature requirements. It was as much an information design challenge as a technical one: making a complex pricing process clear and usable across a language barrier.
Northwest Global Logistics:
Invoice Tracking Tool
I built a shipping invoice tool to replace a slow, manual, weekly reconciliation process. The application pulls shipment data through the courier's API and presents it in a single, searchable view, letting the team verify charges quickly and accurately. I deployed it to Google Cloud Run and Cloudflare Pages, and maintained it through real-world demands, including resolving an API credential outage to keep the tool running without interruption.
OVERDUE:
Reflections on Libraries, Information, and Access
OVERDUE is where my professional background and my conviction about information access meet. It's a weekly LinkedIn series I began in April 2026, sparked by National Library Week, exploring libraries, librarianship, and the evolving role information professionals play in helping people navigate an increasingly complex world. My career has centered on information architecture, content organization, and helping people find information that is meaningful to them, and OVERDUE is the place where that work and my belief in lifelong learning come together.
Goodreads.com:
Self-Help Pain Points Mapping
I mapped the issues customers encountered when using Goodreads.com for self-help information, pairing each with a recommendation for improvement. The analysis gave upper management visibility into current problems and helped our development team build a remediation plan.
Samsung:
B2C Site FAQ Article
At Samsung, I created and maintained B2C FAQ articles for customers seeking product and procedural information. Using sales-team metrics on the most common customer questions, I assessed how well our self-help content was performing and improved it accordingly. Here, I consolidated several articles into one and made the information more robust and useful.
AT&T:
Campaign Planning Diagram
I built a mock-up of proposed site treatments across att.com for the upcoming winter campaign, including a full map of the customer journey from landing page to checkout. The first of its kind, it became the required format for all future site campaign proposals.
AT&T:
Customer Journey Explanation
This was the first customer journey illustration I created. My manager needed approval for a new process at att.com, so I quickly met with the PM leading the technical work and turned what I learned into this diagram. It gave my manager what she needed to win approval and move the project forward.
Samsung:
Samsung Galaxy Campus Article
I wrote this article to prepare sales agents for an upcoming program customers would soon ask about. Working with the program lead, I translated the details into language that was accurate yet clear for both agents and customers, then published it in our Zendesk knowledge base within a broader article on Samsung sales programs.