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Click here or scroll down to respond to this candidateCandidate's Name
Cincinnati, Ohio, US EMAIL AVAILABLE Street Address -883-6339 https://LINKEDIN LINK AVAILABLE htttp://www.Candidate's Name .comSUMMARYA User Experience professional with 15+ years of experience, specializing in crafting customer-centric strategies that enhance satisfaction and retention. Proficient in data-driven analysis, user research, and delivering exceptional customer experiences.WORK EXPERIENCEDirector Customer ExperienceUnited Methodist Communications September 2020 - Present, US, Ohio, Cincinnati Spearheaded customer experience initiatives aligned with organizational goals, ensuring superior interactions at every touchpoint. Leveraged data, analytics, and customer insights for personalized strategies, achieving a 95% customer retention rate. Collaborated with cross-functional product leadership teams cultivating a customer-centric culture leading to a consistent 98% customer rating. Implemented feedback tools and integrated surveys and analytics, resulting in a 10% increase in service ratings and 45% quicker complaint resolution. Innovated feedback process and programs to meet customer needs and enhance the customer experience.Manager User ExperienceSurePoint Technologies August 2019 July 2020, Ohio, Cincinnati Led a multidisciplinary team in designing intuitive Legal Management Software digital solutions. Implemented an evidence-based UX strategy, unified user research, leading to a 26% increase in mobile app downloads and an 89% customer satisfaction score. Conducted user groups and presentations, collecting feedback and fostering dynamic customer experiences. Championed user-centered design processes and adhered to digital accessibility standards.User Experience ResearcherKroger Technology November 2018 - July 2019, US, Ohio, Cincinnati Utilized data analysis, ethnographic research, user testing, and heuristic reviews to boost satisfaction and streamline processes. Developed personas, journey maps, and user flows to understand the target demography and behavior tracking. Executed study plans, administered surveys, and conducted usability tests.Director of User ExperienceMindtree February 2017 - July 2018, US, FL, Gainesville Led a team of UX designers responsible enterprise legacy modernization driving end-to-end experiences. Achieved 95% user acceptance and satisfaction rates, streamlining user efforts. Executed the design and delivery of enterprise legacy modernization projects, including user experience discovery and research, user flows, conceptual models, user interface design, and rapid prototyping. Drove product development process methodologies, including Waterfall, Agile SAFE, and Lean, Scrum.Lead UX ArchitectMacys February 2016 - January 2017, US, OH, Lorain Led UX best practices for in-store products and services, unifying and simplifying user experiences resulting in a 20% increase in customer satisfaction. Conducted journey mapping user testing sessions and delivered high fidelity wireframes and interactive prototypes. Collaborating with various departments and shifted the company UX maturity culture towards Agile methodology.Senior UX DesignerKeyBank February 2015 - January 2016, US, OH, Cleveland Developed wireframes, prototypes, and workflows for a range of KeyBank products. Translated user stories and research into detailed experience maps and UI specifications. Improved user engagement by 25%, and reduced churn rate by 10%.UI/UX DesignerMedical Mutual February 2012 - January 2015, US, OH, Cleveland Developed wireframes, prototypes, and strategic plans to enhance health insurance platform stability. Utilized user feedback and A/B testing for design iteration. Developed more than 50 UI components, style guides, and ensured design responsiveness.EDUCATIONWeb Design Certification DiplomaJohn Bryce Tel Aviv, Israel 2000Graphic Designer Visual Arts DiplomaOpen University Jerusalem 1999ADDITIONAL PORTFOLIO WORKS Sisense Dashboard UI Designhttps://invis.io/H9136KLDQW86 SurePoint Legal Management Software Platformhttps://invis.io/VK136KLKAPUH SurePoint Mobile Time Apphttps://invis.io/BF136KL768KQ SurePoint Mobile Expense Apphttps://invis.io/ER136KKI3GN2 Kroger Sprint Roadmaphttps://invis.io/TD136UKIW24E Kroger Store Walk Apphttps://invis.io/5Y136KL4VE63 Kroger Store Walk App 2.0https://invis.io/3U13DXY67YC6 Keybank HelloWallethttps://invis.io/GV136KLLYQKT Kroger UI Pattern Design Libraryhttps://invis.io/V6136KLGYCK2 Kroger Store Walk Admin Platformhttps://invis.io/XP136UKNHD9Z UMC My Portalhttps://invis.io/JU136KLYWCAE UMC Find A Church Updatehttps://invis.io/JU136KLYWCAE UMC Find A Church 2.0 Sitecore Websitehttps://invis.io/HJ13DXYFXZ6U UMC Churches.Org Website Revamphttps://invis.io/PW13DXYIBMSTACHIEVEMENTWorld Wide Web AwardsAssociation of Website Design Professionals Awarded 2006 gold award for best website design project.SKILLS UX/UI Tools: Sketch, Invision, Axure RP, Proto.io, Photoshop, Illustrator, XD, InDesign, Balsamiq, Visio, Axure RP, IRise. UI Development: HTML5, CSS3, JavaScript, Sublime Text 2, Brackets., IRise. UX Research: Optimal Workshop, User Testing, User Zoom, Userlytics, Survey Monkey. Platforms: PEGA, Salesforce, Sitecore, Marketo Project Management: JIRA Confluence, Trello, Microsoft Azure, Miro Boards. Mobile: Android, iOS, (Native & Hybrid.) |
