Experiences

Google

Senior UX Designer, Google Support (Nov 2019 - Present)

  • Leading the transformation of the support experience for 10K+ agents by driving UX across multiple product teams to deliver a cohesive AI-powered experience

  • Increased CSAT by 10% by developing user-centered, scalable solutions that enable admins to configure support systems connecting 30+ million Google users to agents

  • Defined a 3 year vision to unify disparate admin tools by researching user journeys and running cross-functional workshops to align user needs with business goals

  • Shaped product strategy by partnering with PMs to prioritize solutions that address  top opportunities identified through user research

  • Mentored junior designers by providing problem-solving frameworks and strategic design guidance

Symphony

Principle User Experience Designer (Sep 2014 - Jun 2019)

  • Secured stakeholder alignment and additional product funding by developing a long-term vision for Symphony’s collaboration platform

  • Unlocked high-value workflows for financial services by partnering with user research to rapidly iterate on capabilities

  • Delivered a cohesive experience across multiple touchpoints on the web and mobile

Microsoft

User Interaction Designer, Skype (Jun 2012 - Sep 2014)

  • Integrated Skype seamlessly across Microsoft products by spearheading the design of its web app with Office, Outlook.com, and IE

  • Drove engagement with potential clients by partnering with PM, marketing and business development to conceptualize more immersive Skype interactions

  • Expanded Skype’s web presence by delivering designs for multiple projects focused on integration with 3rd-party web products

Software Engineer, Windows Phone (Mar 2009 - Aug 2010)

  • Ensured a high-quality bar for feature launches by leading the development of an automation framework for Windows Phone’s Photo and Camera application

Software Engineer, Live Labs (Jan 2008 - Mar 2009)

  • Developed a web-based solution to facilitate the feedback loop between the product team and the users

Software Engineer, Forefront Server Security (Jul 2006 - Jan 2008)

  • Accelerated and improved feature launches by increasing the test automation rate by 15% and reducing test pass time by 20%

Skills

Figma, Adobe, various prototyping tools

Usability testing, concept testing, co-design, card sort, contextual inquiry, stakeholder mapping, journey mapping

HTML, CSS, JavaScript, SQL, Java, C#

Agile project management

Education

Scrum.org - Professional Scrum with User Experience

Georgia Tech - M.S. Digital Media

University of Waterloo - Bachelor of Software Engineering