Frederick Parkinson, Ph.D Email & Phone Number

San Francisco, California, United States

San Francisco Bay Area

Supports Account Executives pre-sales to set win strategy, identify best-of-breed solutions, prepare proposals, design prototypes, and deliver demonstrations. Post-sales, delivers solutions, drives for customer success by ensuring implementation is aligned to business drivers, managing change, and conducting knowledge transfer.• Works with Sales to set a win strategy, build use cases and other supporting collateral, and presents proposals to prospects. Demonstrates a clear understanding of the prospect’s business needs and how the proposed solutions can deliver measurable benefits.• Designs and delivers self-service solutions to meet business needs and satisfy functional requirements adhering to best practice and reflecting user-centered design. These solutions include Natural Language, ASR, multi-modal, and messaging interfaces conforming to industry best practices as well as customer-centric design.• Designs custom demos to showcase the features, capabilities, form-factor, and benefits of proposed solution and presents to key executives, stakeholders, and influencers.• Performs Capability Assessments including an audit of client platforms, productivity tools, people, and processes, authors actionable recommendations, and presents findings to guide client on where to make changes based on anticipated benefits.• Teams with stakeholders across the enterprise to elicit business drivers and requirements, devise solutions involving people, process, and technology to address business needs, and map the value of the solution to benefits and KPIs.• Leads customer experience transformation engagements involving gathering and analyzing voice of the customer data, customer journey mapping, and defining strategies and solutions to drive customer engagement and satisfaction.• Develops technical and strategic roadmaps consisting of prioritized and sequenced projects aligned to levels-of-effort, cost, benefits, and metrics comprising a transformation program.

Alameda, Ca

Manages a team of Interaction Designers who deliver speech recognitions, Natural Language, multi-modal, and IVR-to-Chat solutions for Enterprise clients. Leverages experience in interaction design, usability research, information architecture, linguistics, and data to craft effective user-centered experiences.• Directed interaction design team with overall responsibility for their productivity, career growth, retention and compensation. Direct reports included managers and individual contributors.• Hired, trained, and retained talent, mentoring and developing team members to support their ongoing skills and career development.• Established and trained a team to categorize natural language data for the training of statistical models, creating and refining processes to improve the quality and efficiency of these efforts.• Acted as client’s escalation path, interacting with senior management, internally and externally. Responsible for client satisfaction with engagement, deliverables, and staff.

Alameda, Ca

Manages a team of Interaction Designers who deliver speech recognitions, Natural Language, multi-modal, and IVR-to-Chat solutions for Enterprise clients. Leverages experience in interaction design, usability research, information architecture, linguistics, and data to craft effective user-centered experiences.

San Francisco, Ca

PTP partners with organizations to provide innovative customer experience (CX) solutions that transform how they engage their customers across marketing, sales, and contact center.As a Solution Consultant, I work with clients pre- and post-sales to identify opportunities, design solutions, set strategy, and execute on Strategic Roadmaps to transform the CX our clients deliver to consumers.• Formed and led Strategic Services team to work with pre and post-sales to uncover key business drivers and operational needs, mapped technical and process-oriented solutions to meet those needs and developed strategic roadmaps to transform the customer experience those clients were providing to their end-customers.• Redesigned confirmation strategy of a 16-character serial number collection improving automation rates by more than 5% across multiple locales.• Collaborated with clients to analyze performance of delivered solutions, identify opportunities for additional services and solutions driving retention and growth.• Tracked changes within client organizations to effectively manage the change, develop new relationships, an identify new resultant opportunities.• Redesigned the confirmation strategy of a 16-character serial number collection improving automation rates by more than 5% across multiple locales.

San Francisco, Ca

• Supervised team of seven employees with overall responsibility for their productivity, career growth, retention, and compensation.• Performed employee performance evaluations and advised senior management on opportunities for employee career advancement.• Responsible for UI staffing within practice working with leaders of other practices to prioritize staffing requests, find create solutions to staffing challenges, and find the best match of talent and experience to projects. Lead bilingual UI staffing for all of professional services.• Monitored all design efforts within practice to ensure that best practices and outcomes are sought, working with project managers to address concerns and communication to executive team concerning issues on key accounts in preparation for client escalation.

• PMP certified and established a PMO to drive consistency and repeatability of project deliverables.• Eleven years of project management experience in software implementation with large and small engagements. Drove projects from conception through completion. Worked with customer stake holders at the executive level to communicate account status, present opportunities for additional work, and advise them on solution strategy.• Created forecasts and work plans, managed change, and coordinated cross-functional teams.• Led customer meetings pre and post sales, presented project methodology and best practices, able to adapt a waterfall methodology to be more Agile in response to a key customer’s needs.

Created innovative UX solutions for voice recognition by employing leading technologies including statistical language modeling and multi-modal interfaces across several verticals.• Leveraged deep experience in interaction design, usability research, information architecture, linguistics, and data-driven design techniques to craft effective user-centered experiences.• Led the development and tuning of Natural Language Understanding solutions including the collection, transcriptions, and classification of data to train and optimize NL models.• Collaborated with teams of Designers, Researchers, Engineers, Data Scientists, and Product Managers throughout the project life cycle to design effective omnichannel, voice recognition, and multimodal solutions that delivered value to clients while serving consumers.• Directed voice talent, processed audio, and created a prompt management system for storing recorded prompts, identifying audio needs, and ensuring consistency in quality and tone across the entire prompt corpus. Used SSML to optimize TTS playback when pre-recording audio was impractical.• Led UX in the Engineering department as the sole designer, establishing advocating for processes, guidelines, and standards for the Design Practice. Evangelized user-centered design and advocated for the user in the design process.• Designed applications for enterprise clients as well as in-house products owning all aspects of the project lifecycle both for their initial deployment as well as on-going maintenance and enhancements thereby conceiving and iterating on product experiences.

Sunnyvale, California, United States

Led UX in the Engineering department as the sole designer, establishing advocating for processes, guidelines, and standards for the Design Practice. Evangelized user-centered design and advocated for the user in the design process.• Redesigned a user interface for taking complex orders by phone replacing a multi-step collection with a single, multi-slot collection and a dialog manager increasing automation rates by 12% and reducing call length by 16%.• Created tools to support the Design Practice with prompt management, call analysis, application performance, and grammar testing as the sole designer on an Engineering team. Leveraged usage data to optimize the design of ASR and NLU interfaces.