User Experience Designer

• Aug 2022 - Present

User Experience Design Immersive Student

• Dec 2021 - Jan 2022

Roles: UX Researcher · UX Designer · Interaction Designer · This client project was an opportunity provided by GA as part of my studies. The project was completed in a 3 week sprint for HERE Global relief. My team of three worked to develop new interactive meditation exercises as part of HERE's corporate rollout project coming later in 2022. The exercises needed to incorporate regular moments of calm, using science-based components in order to improve users’ emotional wellbeing. · Took on various roles: “facilitator”, “design coach” and “cheerleader” working within a team. · Communicated with stakeholders and participated in weekly client stand-ups and design studios. · Conducted screener surveys to find and interview specific and relevant users. · Presented findings and projects to clients and delivered a design handoff and art style tutorial. The feedback given from the client was overwhelmingly positive and they have implemented the exercises into the next update of their app. (Recommendation from Howard, co-founder in "recommendations" section.)

Internal Auditor and Staff Trainer

• Mar 2019 - Jul 2021

• Led and trained over 50 trainees to undertake their tasks in all departments. Facilitated 1-1 and group training activities, led copywriting for call scripts and training resources and cross-examined over 200 staff members' work to ensure legal and regulatory guidelines were adhered to, producing 10 audits per day with an accuracy rate of 100%• Worked on the Social Media team to improve lead generation, brand identity and customer interaction• Assisted in the set-up of a Telematics Customer Services team. Designed Customer Journey for department. Created training guides for telematics staff members• Liaised with upper management regarding performance issues in staff experiencing low call audit scores. Improved staff productivity by designing a rainbow chart to highlight problem areas and designed training resources to improve customer service audit scores by 20%• Created an overall performance tracker and analysis tool for all staff on behalf of senior management to calculate pay grading and bonus pay-outs

Customer Service and Retention Staff

• May 2017 - Mar 2019

・ Received calls from prospects inquiring about policies, gathered pertinent information and recorded or typed responses. Explained details of various plans, merchandise and services to customers. Introduced company's products and services to potential.・ Championed customer retention by providing excellent customer service, resolving issues, and partnering with Sales to ensure that customers had the best possible experience. Thriving in a customer-oriented environment, I consistently exceeded customer service standards by resolving issues and ensuring that all questions were answered.・ Managed insurer queries & policy verification for insurance provider servicing thousands of customers, with a majority of the inquiries being handled over the phone. ・ Promoted Modified Car Competitions, including interaction with competitors and followers on social media platforms such as Facebook, Instagram, and Twitter.・ I consistently achieved call audit scores of over 96% and received team member of the month, top call audit and the "champion of champions" awards on multiple occasions. Positive customer feedback was regularly received and forwarded to management for redistribution among the company.

Partner

• 2015 - 2017