- Team lead for integrated business team of up to 5 people of customer support / success reps and implementation specialists while managing approximately 15 clients.- Handle any escalations from within the team with a focus on solving client issues and de-escalating. - Focus on proactively identifying and mitigating client pain points, assisting clients in workflow analysis and solutions, troubleshooting technical issues, and asking questions needed to reproduce, identify, and solve client concerns.- Identify bugs, document reproduction steps, and verify that software fixes resolve the issues.- Daily software includes Intercom, Slack, Airtable, Zoom, and Microsoft Teams.

- Troubleshoot customer issues for a portfolio of 60+ clients in a non-scripted support environment for a tech startup. - Communicate with customers using real-time chat, email, and video software (Slack, GoToMeeting). - Create custom PDF guides and video walkthroughs for clients and end users. - Use HTML / CSS to modify styling of customer website landing page.- Use Python boilerplate to create custom Excel reports.

- Responsible for project scope, timelines, documentation, identifying graphic design deliverables, and overall communication between the project team and the vendor.

- User experience designer with a focus on mobile apps. Responsible for creating user personas, user stories, workflows, and wireframes.- Project manager for a team of up to three people responsible for initial client meeting, design requirements, project timeline, creation of deliverables, and communication between the team and the client. - Designed, conducted, and analyzed user experience testing sessions on software applications.- Developed a skills matrix for User Experience to enable in-house managers to better match people and projects.

- Wrote grant proposals for human factors related projects, with a focus on situational awareness and reducing cognitive load.- Developed and documented usability standards and heuristics for the software development team.

- Wrote and reviewed project documentation, with a focus on initial project documentation, project charters, and requirements analyses. - Worked with end users and system developers to identify requirements and business rules. - Performed heuristic analysis of and provided recommendations for systems to ensure the design was clear, clean, intuitive, and within specifications.