UX Manager for Store Technology

Throughout my tenure as a seasoned leader in the fulfillment space, I excelled in driving transformative process improvements. My leadership of a two-member Product Design team not only fostered a culture of innovation but also boosted design team efficiency by an impressive 25%. Notably, I spearheaded cost-saving measures through the redesign of vendor dropshipments, resulting in annual labor savings of $200,000. Additionally, my optimization of the fulfillment sortation process, accompanied by the introduction of the Buy-Online-Pickup-Later (BOPL) method, substantially enhanced operational efficiency, leading to a remarkable 25% increase in Units Per Hour (UPH). These accomplishments underscore my proficiency in implementing impactful fulfillment process enhancements that streamline operations and drive substantial savings.Moreover, I played a pivotal role as a core team member in implementing Same-Day Delivery, which generated over $16 million in sales in the first year, reflecting my ability to drive innovation, enhance customer experiences, and contribute to significant revenue growth. Furthermore, my leadership in the BOPL initiative had an even more substantial impact, boosting sales by an impressive $35.5 million and forecasting over $25 million in increased annual sales. These results highlight my knack for not only improving processes but also driving remarkable revenue growth.

• Spearheaded the development of a proprietary single-page application, consolidating data from 30+ delivery vendors. This solution empowered Contact Center associates to resolve delivery status inquiries 20% faster, resulting in improved customer satisfaction.• Automated gift card return and reissuance procedures, reducing manual efforts by 50%, and enhancing the employee experience by simplifying a previously complex process.• Designed a cutting-edge mobile application that facilitated real-time communication between field store managers and call centers. This innovation led to a 40% decrease in resolution times for store-related complaints.• Applied discovery learnings to redefine the support process, resulting in the creation of a highly efficient social media complaint-handling process that reduced response times by 30%.• Pioneered user research initiatives, conducting in-depth surveys and interviews to gather feedback from 5,000+ Contact Center associates. Utilized these insights to drive strategic improvements.

Dove into UX Design headfirst with a 10-week immersive program. Projects: ADP's ReddyPart of a team that designed and prototyped a payroll virtual assistant, Reddy, to track paystubs, tax information, and educate users. Seat Check Designed a functional reservation system to incentivize guests to show up on time for seating times and to help restaurants stop no-shows. The High Museum Led a team that designed an interactive navigation app for the High Museum. The Tap on Ponce Created a micro-site that highlighted product features and a shipping/checkout process to sell beer online. First Things First. Designed a task prioritization app that helped solved organizational issues for a client.

At Revival, I created the beverage menu and helped train and hire the bar staff. I was put in charge of ordering, inventory and managing relationships with vendors. In my last year, I created a monthly staff education program for wine training. I won first place in the 2017 Great Whiskey Debate in Decatur.