Michelle Heffner Email and Phone Number

• Led the digital portal redesign for Accenture's largest global ServiceNow implementation contract, resulting in 20% increase in customer satisfaction. • Improved portal navigation by identifying users' core tasks and implementing personalized widgets.• Designed and delivered over 350 annotated wireframes, visual designs, and prototypes that established new visual identity and provided customers with a more modern and user-focused experience.• Developed user stories that were technically feasible, optimized the user experience, and aligned with business goals.• Increased customer feedback participation by 2,200% through CTA placement and query relevance.• Conducted usability testing and stakeholder demonstrations that secured seamless customer adoption.• Performed regular code reviews with development to address technical limitations and ensure the user experience was never compromised.• Collaborated with an agile, multi-disciplinary team to achieve project goals within tight deadlines and budget constraints.• Coordinated and delivered high-quality UX design support across multiple concurrent projects, ensuring timely delivery of design assets and successful project outcomes.

• Conducted user research to collect and analyze user data, resulting in optimal website redesigns and user-centered design efforts.• Designed wireframes and prototypes that contribute to user-centered design efforts.• Led the communications team and federal clients through strategic marketing processes, ensuring all marketing requests were completed in a timely manner and aligned with company goals.• Conceptualized, designed, and executed recurring interactive marketing campaigns for department events, agency updates, and employee recognition initiatives that achieved a 16% increase in employee engagement.• Streamlined workflows and prioritized tasks to meet marketing deadlines, leveraging data analysis and content management techniques.• Developed and maintained marketing standard operating procedures, ensuring team members were trained and equipped to support marketing efforts effectively.• Managed the communication team Outlook mailbox, processing over 500 emails a month and ensuring timely responses to inquiries from oversight companies and agencies, including the Department of Homeland Security, Congress, and stakeholders. • Collaborated with Homeland Operations leads to create marketing slicks, contributing to the acquisition of new contracts with clients (TSA).• Conducted research on DHS and Industry for best practice documentation, supporting the Washington Homeland Security Roundtable COVID-19 Taskforce.• Designed the COVID-19 One-Pager, providing enterprise-wide communications that detailed the company's updated safety procedures, workplace flexibility, and enhanced benefits.• Assisted in proposal support on staffing plans, ensuring candidates mapped to Performance Work Statement requirements and met compliance standards.

• Advised clients on effective marketing strategies, resulting in increased brand recognition and customer engagement.• Designed visually compelling images, web pages, illustrations, and logos that captured the essence of clients' brands and messages.• Reviewed all projects thoroughly to ensure error-free, high-quality deliverables that exceeded clients' expectations.• Collaborated closely with clients and solicited feedback throughout the design process, ensuring 100% customer satisfaction.• Cultivated and maintained strong client relationships, resulting in recurring work and long-term partnerships.

• Developed and executed engaging social media campaigns that leveraged content strategy, company transparency, promoted sales, and high-quality designs, resulting in a 142% increase in follower interaction on the company's Facebook page.• Managed the business brand and ensured a consistent message across all marketing materials, effectively promoting success stories to new customers both online and offline.• Analyzed social media data to stay up-to-date on industry trends and emerging news cycles, strategically advising the company on best practices for maximizing social media engagement.• Designed and distributed promotional service ads that successfully attracted new clients, contributing to business growth and revenue.• Established the company's social media presence by creating and building active company profiles on LinkedIn, Instagram, and Twitter, increasing online visibility and brand awareness.

• Achieved high daily production rates by developing and maintaining strong patient relationships and effective communication strategies.• Facilitated seamless customer service by serving as a critical liaison between patients, insurance companies, and medical professionals.• Streamlined communication channels and maintained accurate records of medical charts and insurance claims, ensuring efficient operations and adherence to industry standards.

• Enhanced brand recognition and guided product placement by producing engaging digital and printable designs for the company's website, delivery products, and social media promotions.• Led the design, development, and implementation of all graphics, layouts, and productions, ensuring alignment with the company's vision and values.• Fostered strong relationships with the company's founder and vendors, facilitating a collaborative and productive work environment.

• Managed and monitored the company's social media presence on Twitter and Facebook, utilizing Hootsuite to track interactions and promote customer engagement and satisfaction.• Resolved customer inquiries and concerns in a timely and professional manner through effective email, phone, and live chat correspondence.• Maintained efficient product delivery by organizing and preparing orders with meticulous attention to detail.• Provided strong leadership and supervision to employees, fostering a positive and productive work environment.

• Programmed four large-scale concerts a year that yielded audiences up to 10,000.• Increased ticket sales by 30% via community awareness with multimedia productions and interactive marketing campaigns.• Strategized, executed, & staffed all interactive marketing and promotional events.

• Assembled small scale attractions with giveaways for all festival attendees• Outreached to organizations and companies for sponsorships • Pooled resources with sponsors according to schedule• Supervised activities and volunteers day of festival

• Photographed captivating stories for an acclaimed Virginia Press Association student newspaper.• Corresponded with projects to gather features and distribute digital images for press on time.

• Cataloged all member attendance, organization involvement, and meeting documentation.• Oversaw member interaction on updates with daily email updates and weekly meetings.• Assembled organization gatherings and events for increased interpersonal communication and committee productivity.

• Consulted with radio host and audio team for production and post production follow through.• Transported, set up, and operated production equipment including cameras, audio and video recorders, and lighting equipment.• Directed on-air interviews with performing artists, day of shows.• Imported studio audio and edited footage for posting via Final Cut Pro.

• Assisted Radio Host during live broadcasts.• Increased webpage clicks by 200% through post consistency and article concepts with viral potential.• Contributed daily music and news content for talk segments that kept listeners tuned in.• Achieved a strong social media presence with posts that enhanced show bits.

• Revamped designs for statistical corporate reports.• Analyzed, organized and filed presentation pamphlets in assistance of the media team.