Resume
SUMMARY
8 years of UI/UX design experience collaborating with startup CTOs to create innovative software with a focus on web SaaS platforms.
⭐️ Highlights
- Increased revenue by $1 Million from 2.4 million tickets sold by leading product design transformation of web SaaS ticketing platform resulting in a dramatic increase in product adoption from 10 clients to over 200.
- Designed an AI-powered chatbot with a 90% reduced cost compared to the existing call center product.
- Conceptualized a preventative maintenance system that secured a $100,000 contract.
- Built a design system from base tokens into over 4,000+ shared components in Figma, ensuring consistency across 5 products.
- Achieved #1 Product Designer in USA on Uxcel.com Designer Rankings in April 2024.
EXPERIENCE
Product Designer
Upwork (Freelancer Platform), 2016 – Present
UI/UX Designer
Daupler (GovTech Incident Response), 2020 – 2023
A GovTech startup, Daupler builds AI software for 200+ organizations, with a product team of 8 people across 4 time zones.
- Designed an AI-powered chatbot with a 90% reduced cost compared to the existing call center product using Figma for high-fidelity mockups and interactive prototypes, improving efficiency and user experience by significantly simplifying the complexity of creating a service request online.
- Conceptualized a preventative maintenance system that secured a $100,000 contract by mapping user flows using LucidChart and creating mockups in Figma, streamlining complex workflow for 3 user groups.
- Conducted usability testing for an updated mobile-focused web app, achieving an 85% user confidence score for the 2 key tasks and uncovered 3 core user pain points that informed future design iterations.
- Collaborated with the product manager to define key performance indicators (KPIs) for products using Google’s HEART framework, which provided clear benchmarks for user satisfaction and product success.
- Created numerous mockups and prototypes to explore and test design solutions.
- Facilitated brainstorming of over 200 ideas in a Miro impact-effort grid that identified a strategic feature to build.
- Built a design system from base tokens 4,000+ shared components in Figma, ensuring consistency across 5 products.
- Analyzed session logs to diagnose a user input error, leading to strategic UX changes to resolve the issue.
UI/UX Designer
UniversityTickets (Live-Event Ticketing), 2017 – 2020
Acquired in 2019, UniversityTickets was a 22-person company that built live-event ticketing products for higher education.
- Identified and resolved a ticket scanning bottleneck that led to a 15% increase in scan accuracy through user research and ticket redesign, improving attendance experience for 200+ organizations.
- Developed a colorblind-accessible seating chart by leveraging skills in HTML, CSS, OmniGraffle, and colorblindness simulation software.
- Audited web SaaS platform for WCAG accessibility compliance and guided engineers in fixing all issues.
- Prioritized and executed 100 annual UX improvements using JIRA by actively collaborating with the CTO in sprint planning meetings and advocating for high-priority UX tickets to improve product quality.
- Led a product design transformation by implementing usability best practices, increasing the client base from 10 to over 200 organizations, which resulted in 2.3 million tickets sold.
- Updated the visual design of a 180-page POS and admin web app, independently, in 72 hours resulting in a major version upgrade and a 66% cut in page load times using HTML, CSS, and Bootstrap.
Junior UI/UX Designer
UniversityTickets (Live-Event Ticketing), 2014 – 2017
- Spearheaded an end-to-end responsive redesign in 11 months that increased company revenue by $1 million by leading UX in a cross-functional agile team and employing mobile-first principles.
- Advocated for user-centered design processes of new features and updates leading to a dramatic increase in product adoption and 98% client retention rate, while fostering a culture of design thinking.
- Customized white-label SaaS platform with branding for 200+ clients using HTML, CSS, and Photoshop to enhance their digital ticketing presence which increased client satisfaction.
- Redesigned a mobile app for Android and iOS to enhance the usability of 2 key features, using Sketch to create detailed mockups.
- Optimized branding process by implementing CSS pre-processor LESS, achieving a 91% reduction in file size and accelerating site branding by 77%, significantly enhancing efficiency.
Client Service Agent and QA
UniversityTickets (Live-Event Ticketing), 2013 – 2014
- Resolved over 794 customer service support requests with a personal average resolution time of under 7.5 hours.
- Implemented a centralized help desk system to streamline and increase transparency of customer support requests.
- Tested software, in an Agile Development team, to ensure high quality by checking for bugs and UX issues.
- Provided on-site client support and training to clients across the United States using strong communication skills.
EDUCATION
User Experience Design Nanodegree Udacity
Bachelor of Science in Marketing State University of New York New Paltz - New Paltz, NY Exchange Student at Victoria University (Melbourne, Australia) + Dean’s List
SKILLS
UI Design: Interaction Design, Responsive Design, High-Fidelity Mockups, Design Systems
UX Design: Wireframing, Prototyping, User Flows Mapping, Accessibility Best Practices
User Research: Surveys, Usability Testing, User Interviews, Product Analytics
Technical / Front-End: HTML/CSS, Bootstrap, JavaScript fundamentals
Tools: Figma, Sketch, Miro, Photoshop, Jira
INVOLVEMENT
Mentor, 2023 – Present ADPList
Conference Attendee, 2015 – Present ConveyUX 2015, 2016, 2018 UXPA 2016 Smashing Conf 2017 Config 2024
Volunteer, 2016 UXPA International Conference
