User Experience Designer, Ecommerce Websites, Freelance at Ziff Davis (2023-03 – 2023-07)
Digital Media and Internet Company
- Conducted UX audits across 8 ecommerce websites to identify usability issues with its checkout flows.
- Documented key findings and research-backed suggestions for improvement to augment internal UX resources.
- Performed research of top competitors by conducting in-depth analysis of features using the Baymard tool.
Product Designer, Relate Web App at Hearsay Systems (2021-02 – 2022-08)
Client Engagement Platform, Series C
- Led the development of a low-fidelity design system in Figma, improving team efficiency for ideation processes.
- Created wireframes and high-fidelity interactive prototypes of different user flows for rapid application prototyping.
- Documented valuable insights discovered from usability testing sessions, utilizing data to justify design decisions.
- Played a pivotal role in the end-to-end creation of features, actively contributing from ideation to production by ensuring designs aligned with stakeholder requirements and adhered to technical constraints.
- Advocated for cross-team collaboration by consistently engaging product managers and engineers in designs.
User Experience Designer, Part-time at Hearsay Systems (2019-06 – 2021-02)
Client Engagement Platform, Series C
- Conducted interviews to extract and document insights around users' goals, wants, needs and frustrations.
- Gained hands-on experience with design tools such as Sketch, Balsamiq, and Figma to create design artifacts.
- Assisted in maintaining the design system to ensure that components are consistent across different products.
Senior Customer Experience, Support Engineer at Hearsay Systems (2018-05 – 2021-02)
Client Engagement Platform, Series C
- Contributed insights from customer interactions to drive continuous improvement in product design and functionality.
- Implemented product configuration requests via API, ensuring smooth integration onto production.
- Proactively tested features and documented bugs, glitches, and unexpected behaviors, aiding engineers and QA in understanding common issues, creating test cases, and improving test coverage.
Customer Experience, Support Engineer at Hearsay Systems (2018-02 – 2018-05)
Client Engagement Platform, Series C
- Achieved a high customer satisfaction score (CSAT) of 92% every week by delivering timely and accurate solutions to customer inquiries, ensuring a positive and satisfying user experience.
- Successfully resolved ~600 tickets per month through providing quick and efficient technical support to end-users.
- Created templates for streamlined handling of ticket responses, maintaining company tone and professionalism.
Product Operations at The Fin Exploration Company (2016-02 – 2018-01)
Digital Assistant App, Series C
- Identified, implemented and documented most effective methods to resolve end-user requests for the team.
- Led shadow sessions for trainees on product onboarding, workflows, research best practices, and metric tracking.
- Created detailed bug reports via Airtable and log issues relating to internal dashboard, system outages, or feedback.
