• Conduct quantitative and qualitative research (usability testing, surveys, interviews) to inform product design and strategy for a new digital banking platform. • Collaborate with cross-functional teams (product, design, engineering) to shape user experiences and improve financial features. • Develop personas, empathy maps, and journey maps to drive user-centered design. • Provide actionable insights through competitive analysis, data visualization, and clear stakeholder reporting. • Lead ideation workshops and facilitated research studies using tools like UserZoom, SurveyMonkey, and Miro.

●Design and execute research projects across Twilio Segment. ●Conduct UX research on Generative AI and ML models, exploring user interactions and experiences to improve the design and functionality of AI-powered products.●Lead Researcher in Twilio's Rolling Research Program.●Established and implemented the Rolling research program, a continuous user research initiative that ensured a steady stream of user insights, enabling the team to make informed design decisions and iterate quickly.●Analyze and synthesize research findings to uncover user needs, motivations, and pain points across Twilio Segment services.●Build research capabilities across the organization, cross-functional meetings with PMs, designers, managers and other creatives to ensure quality research.●Gather data on consumer behavior and provide actionable recommendations for stakeholders to increase engagement with products.

●Coordinate with developers and stakeholders to ensure the planning and execution of research studies is successful.● Conduct Inclusive Design Workshops with disability advisors and developers as part of the Accessibility team.● Conduct Expert reviews with disability advisors to gather data on how they observe or use a particular product.● Moderate and observe remote and on-site benchmark, playtest, dial-testing, user interviews, and usability studies to ensure quality data collection and instruct participants throughout the study session.● Review and analyze qualitative and quantitative data collected from studies, ensuring error-free data is delivered.● Manage participant recruitment and scheduling through the User Interviews platform.● Design and analyze surveys via Alchemer for Benchmarking studies and Playtests.● Translating research findings into “white papers” for internal research team usage.

• Plan and execute a multifaceted recruitment strategy on social media and tennis clubs• Prepared an In-depth-Interview discussion guide and conducted 20 interviews to understand user experiences and needs.• Shared insights on what users look for in online communities and the challenges and pain points they encountered on PYC.• Shape website and app design strategy by presenting findings and recommendations to the CEO and UX design team.

•Calculate final payments for Costco’s 185,000 full-time and part-time employees•Process wage-adjustment payments and resolve banking issues• Efficiently use SAP and workforce to process employee terminations and resolve issues within the system.•Direct payroll clerk to all 4,500 corporate employees and manage employee transfers to the Corporate office•Resolve escalated issues daily across Costco’s 558 US based warehouses

•Handled customer escalations on a daily basis and problem solved to identify root cause. Identified solution satisfactory to customer and the business• Processed member orders collect payment while providing a high level of service. • Inventory control: Made purchases for the Food Court ensuring enough supplies were in the department to sufficiently provide the correct number of products needed to function on a day-to-day basis. • Processed and resolved customer escalations on a daily basis through troubleshooting and root-cause analysis to identify solutions satisfactory to customer and the business.

• Mentee for an EX-technology consultant, acquired knowledge in the interworking’s of Qualtrics. • Attained professional development and actionable career plans; acquired knowledge in the STAR framework and how to successfully execute OKRs.• Interviewed with multiple managers within the organization to understand Qualtrics culture and create a network of employees to further my development within the organization

• Operated data entry of personal files such as licenses, qualifications, and skills to ensure regulatory compliance with local and federal laws. • Daily maintenance of the HRIS system using ADP to keep over 1,000 employee information updated. • Delivered HR support in expansion of newly acquired locations in new states across the United States.