Maria Fernandes Email & Phone Number

Livermore, Ca, Us

United States

* Responsible for uncovering research needs and conducting research for internal tools within the Collaboration Technology pillar.*Conducted Video Conferencing platforms comparison study that led to design improvements and helped identify areas of improvement.

Remote

* Conducted 15 rapid research projects since January 2022 and led 5 from planning to completion* Conducted usability studies, 1:1 interviews, Concept Study for various SMB teams as part of the Rapid Research Team.* Informed product direction by identifying user needs through evaluative and generative research for the growth monetization and payments team.* Synthesized data and identified actionable insights for the candidates team that led to improvements in the original design for interview scheduling and set up.* Collaborated with global product & design teams in the US, Germany and Japan to help improve the employer jobseeker chat experience on Indeed.* Familiarity with the following research tools - Figma, Miro, Reduct, UserTesting, Google forms, and Qualtrics.

Foster City, California, United States

* Led on-the-job product training for new hires in Foster City CA and Austin TX during onboarding. Due to this the team was able to learn new products and processes and ramp up quickly. * Coordinated Effective Communication Training when new CS & Sales partners were paired. New groups were able to understand each other’s work styles and manage new accounts more efficiently.* Contributed to the Client Success Career conversations focus group. The discussion led to a plan for possible career paths in other roles or departments.

Foster City, California, United States

* Managed a complex book of around 250 SMB accounts* Partnered with three account managers to build successful client relationships* Worked with clients to optimize applicant flow through the Indeed platform and processes* Educated customers on best practices to get quality candidates and fill roles quickly.* Collaborated with different product teams to troubleshoot feed and aggregation issues* Participated in product research sessions with clients to get feedback and improve platform utilization.* Worked with internal stakeholders to ensure a seamless user experience on Indeed* Participated in UX research sessions to improve billing processes and job set up user flows* Mentored new joinees with product and process-related training and on the job guidance* Conducted training sessions for the Client Success team over the last two years * Parents & Caregivers IRG development lead- Hosted a Brave Space for 100+ employees, led event planning project.* Led a live Virtual Hiring Events webinar for 100+ client attendees

Fremont, California, United States

* Completed competitor analysis to identify areas of improvement for Our Lady of Guadalupe School website.* Conducted card sorting to improve the information architecture. * Conducted 1:1 remote moderated interviews to understand user needs and engagement with the website. Findings helped to come up with ideas for a more user-friendly donations page that supports the school.

Remote

* Researched and designed two mobile apps from start to finish as part of my coursework. Conducted 1:1 interviews, usability tests, card sorting, and surveys as part of the research process.* Created Wireframes and worked with prototyping tools such as Figma, Sketch andMarvel.

Menlo Park, Ca

* Worked with Accenture @Facebook as a Payments Compliance Analyst* Conducted transaction reviews based on KYC principles* Payments compliance screenings * Email support for payments products* Ensuring compliance with set policies and procedures. * Testing efficiency of workflows and providing feedback on processes.

Mountain View, Ca

* Processed and issued SSL Certificates for Symantec* Validated company information with registration agencies and state departments.* Co-ordinated action items with customers. * Ensured SSL certificates are renewed per SLA to ensure zero downtime. * Checked orders for fraudulent activity.* Ensured validation is compliant with policies. * Processed refunds for canceled or de-activated orders.

Mountain View, Ca

* Worked at a leading Search Engine company as a Tier-1 Customer Support Representative * Tested products and processes as part of the Incubation team. * Managed support tickets and troubleshooting for basic android issues.* Shared feedback about system tools and content to Engineers.* Processed refunds and educated customers about products.

Fremont Ca

* Worked at Our Lady of Guadalupe School as a language center volunteer. * Explained basic structure of the English language, grammar & vocabulary.

Tokyo, Japan

* Assistant Language Teacher for English within the Hachioji School District in Tokyo, Japan. * Assisted students with English as a second language.* Helped students with English vocabulary and grammar. * Planned weekly lessons with the homeroom teacher.* Helped students prepare for tests, speeches, and debates at the school.

Pune Area, India

* CSQ certified Customer Service Representative within the GCSS team. * Provided Global support for Symantec Backup products in a 24/7 environment.* Managed tickets for product-related issues. * Educated customers on processes and helped with renewals.

Pune Area, India

* Customer Service Reservations Agent for the Delta Airlines at Wipro Spectramind. * Handled high call volume of 60-80 calls daily.* Helped passengers with creating travel itineraries.* Assisted passengers with special needs or additional requests.* Educated passengers about relevant travel rules and information.

Pune Area, India

* Provided customer support for processes within the sales team. * Helped with telesales of mobile plans and B2B Telecom products for customers within the US.* Ensured daily sales targets are met. * Monitored team calls as a QA Analyst. * Offered feedback and assessed training needs.* Conducted training sessions for up to 40 employees while onboarding. * Developed a soft skills training manual to target improvement areas.* Reviewed resumes and helped shortlist potential candidates.* Assisted with high volume interviews to fill agent positions at the call center.

Pune Area, India

* Helped customers place orders for books.* Helped with book returns and inventory management* Promoted and participated in-store events.* Helped with weekly Children’s storytelling sessions.

Ux Design Immersion Course, Ux

Instructional Design For Classroom Training (Online Course)

Online Course Covering Elements Of Human Resources, Human Resources Management And Services, A

Completed the Human Resources survey course through UCLA Extension.Course topics talked about key functional aspects of HR in organizations.

Bachelor Of Arts - Ba

High School, Commerce