Product Designer

• Aug 2023 - Present

Freelance UX Design / Creative Services

• Apr 2020 - Present

Partnering with clients to provide UX/UI design services, as well as branding, graphic design, videography, and photography. Partnering with clients to provide UX/UI design services, as well as branding, graphic design, videography, and photography.

Product Designer

• Sep 2021 - Aug 2023

Building a brand, design system, and responsive web app as the founding Product Designer at Josie, an AI-powered career development platform. Responsible for conducting generative interviews and user tests, crafting user journeys, creating sketches, wireframes, and rapid prototypes, and collaborating closely with developers to implement and troubleshoot. Building a brand, design system, and responsive web app as the founding Product Designer at Josie, an AI-powered career development platform. Responsible for conducting generative interviews and user tests, crafting user journeys, creating sketches, wireframes, and rapid prototypes, and collaborating closely with developers to implement and troubleshoot.

Customer Experience Manager - Americas

• Mar 2018 - Apr 2020

– Reached Net Promoter Score (NPS) targets while managing the Customer Experience department for the Americas region at the D2C fashion brand Daniel Wellington, the fastest growing private company in Europe (Inc. 5000 Europe 2017)– Led a multidisciplinary Customer Support team that spanned offices in the US, Mexico, and the Philippines– Reduced customer inquiries by 42% YoY by designing and implementing processes that addressed known pain-points across CS, Logistics, Ecom, Retail, and Wholesale – Advocated for customer-centricity in the development of digital products, including an automated returns module, a branded order-tracking experience, gift cards, localized product size guides, and self-guided customer support tools– Conducted competitive analysis research, as well as introduced channels to collect internal customer insights to share with stakeholders across the company Show less

Customer Experience Associate / Lead

• Nov 2016 - Mar 2018

- Provided customer support and community management over phone, email, live chat, and social media, including the brand’s Instagram, Facebook, and Twitter accounts, which have a combined following of over 6.4 million users.- Hired, trained, and managed a local team member, and presented a 1-week training course to global counterparts at the company’s HQ in Stockholm.- Contributed to the brand’s global communication strategy by developing customer-facing email templates and managing escalated concerns and conflict resolution efforts over Social. Show less

Digital Marketing Intern

• Aug 2016 - Nov 2016

- Assisted in the creation of project proposal decks for clients - Conducted research for Facebook targeting, hyperlocal mobile targeting, and programatic advertising campaigns - Crafted copy and curated content for social media - Assisted in the creation of project proposal decks for clients - Conducted research for Facebook targeting, hyperlocal mobile targeting, and programatic advertising campaigns - Crafted copy and curated content for social media

Content Marketing Intern

• Jan 2016 - May 2016

-Assisted in the development and implementation of the agency’s internal content strategy -Conducted external analysis research for the agency and its clients -Created content, including- writing copy, taking/editing photos, and helping out the video production team -Aided in the formulation of social media campaigns over both paid and owned media -Collaborated with the analytics team to optimize the agency’s use of social media platforms -Assisted in the development and implementation of the agency’s internal content strategy -Conducted external analysis research for the agency and its clients -Created content, including- writing copy, taking/editing photos, and helping out the video production team -Aided in the formulation of social media campaigns over both paid and owned media -Collaborated with the analytics team to optimize the agency’s use of social media platforms

Sales Associate

• Sep 2014 - Apr 2016

Sales Associate

• Oct 2012 - Jan 2014