Lissy Vélez Email & Phone Number

United States

- Implemented user-centric design strategies to improve product usability and boost user engagement.- Managed the development and maintenance of a cohesive design system, enhancing design consistency and promoting cross-functional collaboration.- Applied prototyping techniques to simplify feedback processes and convey intricate interactions effectively.- Performed thorough user research and testing to validate and enhance design choices.- Collaborated with product managers, developers and other stakeholders to prioritize design initiatives, align efforts with business objectives and facilitate design-solution integration.- Achieved a 60% decrease in customer support resolution time and a 5x faster emergency resolution time, exceeding targets and increasing user satisfaction.

- Responsible for user research and interaction design across web and mobile products. Create information architecture schema, flow diagrams and wireframes. - Conduct and analyze both quantitative and qualitative research to identify user needs and define strategic solutions.- Deliver and test new features on a mobile app to address common user pain points. Improved key features to retain and expand subscribers.- Create and optimize company brand, visual design and design systems.- Deliver high fidelity responsive wireframes and clickable prototypes.- Conduct usability testing. Prioritize and recommend revisions and next steps.

Greater Philadelphia Area

- Facilitate the formation of new committees to develop voluntary consensus standards for various industry sectors and emerging technologies.- Collaborate with domestic and international SMEs, government organizations and industry associations to explore and implement new standards initiatives that improve product quality, enhance health and safety, and facilitate market access and trade.- Conduct and analyze research to uncover industry needs, including gap analysis, market research, competitor analysis, one-on-one interviews, focus groups and surveys. Develop and manage strategic solutions.- Lead cross-divisional team in company-wide projects, resulting in the exploration and implementation of new programs and services- Work with internal and external partners to develop new training and certification programs, proficiency testing, R&D initiatives and marketingcampaigns.

Malvern, Pa

- Managed international clients in The Americas region- Conducted product and client research to support business sales efforts- Executed projects to simplify client on-boarding, optimize CRM system and streamline project management- Educated clients and internal partners on new investment opportunities- Supported the management and execution of client on-boarding and multi-million dollar investment transactions

Malvern, Pa

- Serviced Vanguard’s largest client-base by processing investment transactions and managing problem resolution requests- Provided investment guidance to existing and prospective clients by analyzing their unique objectives and needs.- Proposed and managed cross-departmental projects to better support Spanish speaking retail clients, improving client service efficiency- Provided one-on-one and group training to 3-7 new hires that resulted in increased performance scores- Led and coordinated by-weekly team meetings and activities to facilitate professional development and foster on-the-job engagement.

Baltimore, Maryland Area

- Interpreted [Spanish/English] during one-on-one meetings and phone conversations- Attended and assisted one-on-one meetings with refugees and asylees to identify employment needs - Accompanied clients to job interviews and assisted with the completion of new hire paperwork- Created and edited resumes as well as assisted with job application process- Met clients with concerns and solve obstacles as needed

- Provided academic, personal and social support and mentoring to international students at McDaniel- Supported international student’s cultural transition and integration to the nation, Westminster and McDaniel College - Developed and oversaw outreach and social activities throughout the year- Assisted in cultural orientation and familiarized students with campus policies and procedures

- Developed a vision for a Spanish after school program while working with a team of parents and educators • Developed a curriculum and schedule for the program- Organized and prepared unit plans and daily lessons- Developed class activities in order to teach lesson and incite conversation- Led a Spanish immersion after school program with children ages 4-12

- Provided childcare services at the Child Development Program for ages birth to 47 months - Oversaw parent/child activities- Coordinated activities for early literacy and mathematical skills development