I evolved my App Designer responsibilities into a subject matter expert focused on scale, adoption, and engagement challenges within our mobile app products at different levels of the onboarding process. ✦ Accelerated the product onboarding time for new segments of “Self-Service” customers by designing a library of streamlined UI templates in Figma. I catered each template to unique customer personas defined through customer stories, analytics insights, and user flow charts.✦ Led detailed QA testing while partnering with Product and Engineering for the GTM launch of new features and a redesigned App Studio CMS platform. I documented test cases for Jira issues and maintained a continuous dialogue with stakeholders to ensure a user-focused and faithful implementation of UX requirements.✦ Strengthened the feature adoption rate by regularly collaborating with Product, Marketing, and Engineering to address critical friction points in the app release strategy. I advocated solutions with KPI reports synthesizing my insights from SQL queries and customer interviews. ✦ Mitigated ticket response times in Salesforce by writing customer-facing help articles, technical documentation in Confluence, and comprehensive Jira escalations. Additionally, I trained agents and teammates across Customer Success on effective troubleshooting techniques using these resources.

✦ Designed and shipped mobile applications for a worldwide market of nonprofit, religious, and education organizations. ✦ Supported customers with training and resources for promoting user engagement through their mobile apps.✦ Streamlined internal processes of collecting and reporting customer feedback through Zendesk and Salesforce. Leveraged data to provide clarity and validity to the product feature roadmap.

✦ Increased my store’s customer relations by building meaningful rapport and attending to details that cultivated the Starbucks “Third Place” experience.✦ Crafted signature coffee recipes with consistency in a high-pressure environment while successfully balancing ad hoc tasks and inventory management to support each team member’s responsibilities.

✦ Conducted comprehensive usability studies (design, moderation, analysis, insights) to improve checkout conversion rates.✦ Created wireframes and design mockups for new features' CMS requirements.✦ Updated product components to new style guide and assisted with User Acceptance Testing for mobile and desktop web products.✦ Collaborated on projects with multiple teams across Product, Engineering, Marketing, and Expansion.

✦ Designed and prototyped an ecommerce digital assistant that helps REI shoppers match the shape of their foot to the best hiking boots for their terrain and activity. ✦ Managed research phases, collaboratively analyzed insights for data-driven redesigns, and delivered KPI reports showing increased customer confidence and fewer product returns.

I provided complete solutions to each customer's technology needs — from selling the perfect product to diagnosing and solving technical issues. The customer experience was my deepest focus, which I displayed through sincere listening and sharp product knowledge.✦ Maximized sales opportunities by proactively engaging customers with consultative demonstrations of wireless services, Best Buy promotions, and Apple and Android devices.✦ Collaborated with my team to efficiently manage a fast-moving inventory and a dynamic floor plan of captivating displays that welcomed an encouraging, learning environment.