Michelle Williams Email & Phone Number

Salt Lake City, Ut, Us

New York, Ny, Us

500+ hours of intensive, remote training of full-cycle UX/UI methods with an emphasis of UX Research, user testing, and rapid iteration. Implemented web and mobile design solutions for clients, individually, as well as collaboratively. HERE Global Relief - UX/UI Designer, Project Planner, Client Point of Contact: Created a functional mid-fidelity mobile prototype with hi-fidelity mockups for truck drivers to practice mental health exercises to bring intentional breaks, relieve stress, and connect them with their loved ones asyncronously while away from home. Skills and tools used: Figma, Agile, User research and testing, Design interations, Client handoff preparationMoleskine Smart - Lead UX Designer: Created a functional mid-fidelity prototype with hi-fidelity mockups to add a social networking solution to Moleskine's Smart Notebook app.Skills and tools used: Figma, Agile, Competive and user research, Persona development, Branding

New York, Us

Managed a unified knowledge base with detailed client education articles. Produced and shared customer-centric content on social media and email newsletters in partnership with Product teams. Worked cross-functionally to create content strategy for website, email, and blog content. Collaborated with external companies and agencies for guest posts and shared content for publication.

San Francisco, California, Us

I managed the company's capitalization table, overseeing and updating investor financing rounds and employee equity. I ensured accuracy in cap table issuances and rectified discrepancies. As a trusted consultant, I led educational sessions on the private equity lifecycle, specifically option grants and RSUs, to assist employees with making informed decisions. Collaborating with the Total Rewards and Payroll teams, I played a pivotal role in disbursing employee equity and served as the primary point of contact for related clarifications every quarter.

San Francisco, California, Us

I developed and managed a client-facing support site on multiple Knowledge Management Systems (KMS) with over 500 articles, including FAQs, product guides, and legal documents. I implemented an internal KMS for employees, ensuring content consistency in collaboration with Client Services and Legal teams. I consistently audited and updated content based on product changes and utilized data analytics to prioritize updates effectively.

San Francisco, California, Us

I onboarded Learning Management Systems (LMS) and designed self-guided training modules with quizzes. I led trainings for Customer Success and Support teams on product updates and spearheaded AI chatbot integration, which enhanced client self-service, resulting in a 70% improvement in ticket resolution. Additionally, I optimized workflows and provided clear process guidelines for the Support and Implementations teams.

San Francisco, California, Us

I led customer support teams across CA and UT, overseeing groups ranging from 3 to 20 support representatives. I took charge of escalated customer issues, ensuring effective conflict resolution. Collaboratively, I worked with Product teams to devise troubleshooting protocols for both customer support and implementation. Moreover, I was entrusted with managing pivotal client relationships, emphasizing their sustained success and contentment with our platform.

San Francisco, California, Us

I collaborated closely with paralegals and law firm partners to oversee their clients' cap tables. I forged strategic partnerships with law firms to onboard new clients, ensuring mutual satisfaction with our software. Additionally, I spearheaded and conducted product training sessions for paralegals and corporate lawyers through webinars and on-site presentations.

San Francisco, California, Us

I effectively assisted clients by offering timely guidance and resolving issues. I communicated through multiple channels, including email, phones, and live chat, and expertly guided clients through platform workflows to ensure successful task completion.

Seattle, Wa, Us

· Responsible for keeping HR and Product documentation organized and simplified· Forecasting product orders based on seasonal sales and at-hand inventory· Coaching employees to improve their technical and customer service skills· Directing teams of five or more to fulfill company objectives· Managing workflow in a dynamic and often challenging environment· High focus on detail; responsible for daily cash count and managing the branch safe· Multitask between delegating team duties and individual contributor responsibilities

Seattle, Wa, Us

· Provided customers with timely and efficient service· Consistently kept informed with updates and promotions· Created interpersonal relationships with a diverse population

Rutherford, New Jersey, Us

Guide students grades preschool to high school to independently solve problemsManage a large classroom of students in a timely mannerWork with other employees to make the center run more efficiently

User Experience Design

B.A. Psychology, Business Minor, Industrial And Organizational Psychology