UX Design Fellow

• Oct 2021 - Present

Full-time immersive student in the User Experience Design program that includes over 400+ hours of professional training. Design Projects: Electric Dusk Drive-In | Lead Designer | Website Redesign Project ● Conducted 4 interviews collecting + transcribing 84 minutes of user research. ● Create affinity map to synthesize research. ● Defined problem statement and accompanying persona. ● Collaborated in a design studio to generate solution ideas. ● Conducted usability tests on mid fidelity and high fidelity prototypes. ● Iterated design based on feedback from usability testing. ● Created a presentation deck to present all materials and final prototype. BeeBeep Toys | UX Designer | Website Redesign Project ● Created a clickable desktop prototype that allows users to shop and purchase from a small toy store. ● Conducted 5 user interviews to understand users toy shopping and online shopping habits. ● Developed primary and secondary personas to inform the design process. ● Conducted a comparative and competitive analysis of six retail brands to better understand e-commerce best practices. ● Utilized card sorting to guide information architecture decisions. Language Link | UX Designer | App Concept ● Created a clickable mobile prototype during a two-week design sprint that allows users to be virtually paired with a teacher to conduct personalized one-on-one lessons centered around learning a new language. ● Conducted 6 user interviews to understand pain points of learning a new language. ● Developed user persona to drive feature design process. ● Conducted 3 usability tests and iterated design based on user feedback Show less

Product Manager

• Sep 2019 - Present

Customer Service Supervisor

• Jun 2017 - Sep 2019

Monitor and manage customer experience for innovative developer of waterproof paper products, primarily serving military and outdoor lifestyle clients (both B2B and B2C). Coach and mentor employees in both Customer Service and Logistics divisions, developing link between order fulfillment and customer satisfaction. Collaborate with cross-functional teams on identifying process improvements and defining strategies to support e-commerce operations and growth initiatives. Monitor and manage customer experience for innovative developer of waterproof paper products, primarily serving military and outdoor lifestyle clients (both B2B and B2C). Coach and mentor employees in both Customer Service and Logistics divisions, developing link between order fulfillment and customer satisfaction. Collaborate with cross-functional teams on identifying process improvements and defining strategies to support e-commerce operations and growth initiatives.

Customer Service Supervisor

• May 2015 - Apr 2017

Supervising 14 direct reports by providing ongoing training, performing quality assurance reviews, and meeting with team members for monthly touch bases.Facilitating new employee onboarding; providing relevant systems and soft skills training.Forecasting call and chat volume to create and maintain call center schedule.Recruiting, training, and retaining employees.Developing training programs and scheduling training sessions.Maintaining collaborative environment for enhancing cross functional interaction.Managing daily activities of the unit.Providing top-notch customer service to internal and external clients through continuous improvement.Monitoring and reviewing productivity of employees. Show less

Customer Service Team Lead

• Aug 2014 - May 2015

Provided direction to a team of 40 on delivering service levels over direct and indirect channels in line with company core values.Acted as project manager for key company initiatives (Locate) by identifying needs, and communicating with interdepartmental representatives through weekly meetings and follow ups.Served as liaison and ensured alignment of overflow partner center through onsite training and weekly meetings.Collaborated with leadership to improve department processes, including $1.5M sales initiatives and ePower reporting.Trained employees in Fort Wayne, IN and Columbus, OH on Vera Bradley brand voice and customer service processes. Show less

Global Production Coordinator

• Feb 2013 - Aug 2014

• Managed various Sharepoint sites to monitor and communicate the status of $30M annual fabric orders and $10.2M annual finished goods key deliverables• Supervised the entire sample order process (compiled orders, negotiated delivery dates, and monitored order status) and presented regular updates at cross functional team meetings• Utilized SAP and FlexPLM to input the cost of goods and to maintain the integrity of data throughout multiple platforms

Customer Service Representative

• May 2011 - Feb 2013

• Handled an average of 50 daily incoming telephone calls/emails/live chats, as well as processed, changed, and cancelled orders utilizing SAP and Site Manager• Selected as a key Customer Service Representative to serve on the core team to support Vera Bradley international eCommerce launch, operating in 15 countries• Collaborated with Customer Service Supervisors on special projects including the development of training materials and performed sensitive outbound collection calls

Crew Leader

• 2010 - 2011

• Facilitated training sessions for new employees and additional on the job training • Reviewed employee assignments for accuracy and approved payroll records • Conducted performance reviews for 25 direct report employees and issued promotion and disciplinary action as needed • Facilitated training sessions for new employees and additional on the job training • Reviewed employee assignments for accuracy and approved payroll records • Conducted performance reviews for 25 direct report employees and issued promotion and disciplinary action as needed