Career Overview
Customer experience leader and contributor with 10+ years in web-based B2C environments
5 years of UX design experience emphasizing comprehensive user research and usability testing
3+ years of service team management experience within a rapidly growing B2C SaaS startup - Private to publicly traded and over 100% growth YoY
TA for local design program teaching new designers how to work with stakeholders and the soft skills required to be an effective design teammate
Work
UX designer and researcher at Real Vision
Led research and IxD efforts at a financial media start-up (SaaS)
March 2020 - Current
Freelance UX designer and researcher
Focused on conducting usability audits and designing improved user experiences for non-profit organizations
Jan 2016 - July 2018
Senior manager - Agent experience and onboarding at eXp Realty
Managed the complete agent experience for a cloud-based real estate brokerage during a time of exponential growth (Private to publicly traded - 300 customers to 12,000+)
Feb 2015 - Jan 2016
Manager - Agent experience and onboarding at eXp Realty
Managed team of customer service and onboarding professionals
Nov 2013 - Feb 2015
Onboarding specialist at eXp Realty
Spearheaded and scaled onboarding department including creation of onboarding systems and providing exceptional customer service
Side gigs
2023 - Present
TA - Design Soft Skills at The School of Visual Concepts
Giving new designers context from a designer in the field and demonstrating how to be effective design teammates. Topics include: Collaborating with stakeholders, giving and receiving feedback, self-awareness, and the importance of having a growth mindset.
Education
Sept 2019 - Sept 2020
UX Design Certification at The School of Visual Concepts
Seattle, WA - 12 month program
I completed a 1-year UX Design program led by local industry professionals. The curriculum covers key topics such as user research, interaction design, prototyping, and usability testing, with a strong emphasis on real-world projects. This program helped me to build a solid foundation in UX design.
June 2012 - June 2014
I completed my associate degree with an emphasis in psychology and early childhood education.
Skills
Design
Figma • UI design • Interaction design • Wire-framing • Design systems • Design ideation • Prototyping • UX writing •
Research
User research • Usability research • Research planning • Participant recruiting • Contextual inquiry • Interviewing • Qualitative surveys • Qualitative analysis • Qualitative data management and organization • Presentation of results • Insights and recommendations • Jobs-to-be-done
General
Customer service • Team management • Communication • Project management • Attention to detail • Cross-collaboration • Deadline management • Time management • Multi-tasking • Task prioritization • Self-sufficiency • Remote work