Specialist, Product Design at Nextiva (2024-04 – Present)
AI Products & Platform - Led design of multiple AI and customer communication products. Design Systems - Contributed to Sedona Design System. Leadership & Collaboration - Built interactive prototypes and mentored designers and researchers.
- XBert AI: Led onboarding and support-workflow design, including AI setup, skill selection, and testing before launch. Reported product outcomes included up to 20% lower call handling times and up to 50% fewer missed calls.
- NextIQ: Designed agent-assistance workflows with suggested replies, source references, and response-editing controls. Explored Autopilot concepts that made the active automation mode visible to agents.
- My Hub: Designed messaging, pinned messages, forwarding, and group-management workflows for a customer communication platform serving 70K+ monthly active users.
- TataPlay Agent Assist: Designed real-time assistance for support agents, bringing suggested responses and next actions into live customer conversations.
- Contact Management on NEXT: Replaced spreadsheet-based contact workflows with a unified customer view, bringing customer information into the agent's workspace.
- Sedona Design System: Contributed reusable components, tokens, and patterns, and proposed improvements to documentation and library navigation for product teams.
- Built interactive prototypes using Cursor and Vercel to review workflows and product behavior with product and engineering teams.
- Mentored 2 designers and 1 researcher through design critiques, portfolio reviews, and individual coaching on live product work
Freelance Product Designer at Upwork (2023-05 – 2024-03)
- BWise: Designed an AI-assisted course-planning flow for educators using an iOS e-learning app.
- Rapidcloud: Redesigned analytics dashboards to make usage information clearer for non-technical users, contributing to a 28% increase in feature adoption.
- BodyFactory Skincare: Redesigned the website and online treatment-booking flow for a New York skincare clinic, contributing to a 26% increase in booking conversion.
Senior UX Designer at E2open (2021-11 – 2023-03)
- Redesigned driver and depot workflows in MobileSTAR, a last-mile delivery app, covering shipment tracking, proof of delivery, and routing; contributed to a 17% improvement in customer satisfaction.
- Led onboarding redesign across web products, contributing to a 40% increase in user activation.
Senior Product Designer at CaringCo (2021-05 – 2021-09)
- Partnered with clinical leadership to design workflows for a digital care-delivery service.
- Designed 8 operational dashboards to help staff track infection-control and medication metrics.
- Simplified patient-intake workflows, reducing processing time per patient by 19%.
Lead UI/UX Designer at Alphonic (2015-08 – 2021-04)
- Led design across 60+ client engagements in SaaS, healthcare, education, and consumer products.
- Guided the design team through weekly critiques and individual coaching, reviewing work and helping designers strengthen their design decisions.
- Facilitated workshops on 20+ projects to clarify business requirements, prioritize user needs, and define design specifications.
