● Owned the creation and redesign of web and mobile tools from definition and research to design and launch● Redesigned multiple internal and external tools to allow platform support for single and multi-stop shipments which significantly increased the company’s service offering● Defined user flow and designed mobile capabilities for Carrier, Dispatcher and Truck Owner Operators resulting in a faster and more efficient offer review and acceptance process● Established and incorporated shipping equipment taxonomy into web and mobile platform to increase the accuracy of automated matches and offerings to carriers● Determined information architecture and designed tools to create and manage shipping facilities● Created low and high fidelity wireframes to convey concepts and gather timely feedback● Generated requirement documentation to communicate solutions for development phase● Collaborated with stakeholders and engineering team to bring projects to successful execution

● Led the redesign of the eCommerce website for a ready-to-wear sporting goods company● Partnered with UX designers, product managers and visual designers to translate business requirements into features and functionality for redesign● Conducted research and developed personas to guide the redesign● Sketched concepts and created digital wireframes of desktop and mobile solutions● Redefined the taxonomy of products inventory based on user needs and business goals● Defined the information architecture of the website to accommodate new sections

● Delivered an array of design elements and interaction solutions for different sections of the Jet.com website (i.e. Home Page, Search Result Page, Product Detail Page and the Checkout process)● Collaborated with UX designers, product managers, visual designers and stakeholders to gather requirements and create Desktop and Mobile solutions via 2-week-sprint projects● Presented design solutions to stakeholders on daily design review meetings● Created prototypes on Flinto and Invision to show interaction of mobile and desktop designs● Sketched potential solutions and created high-fidelity digital wireframes of desktop and mobile solutions● Conducted research to understand eCommerce best practices and what others in the field are doing● Developed an Interaction Matrix to show all states of each element in the site to ensure experience consistency

Designed a native mobile application for Bonbite. The application allows customers to create an account, view each day’s menu, place an order, and know which farm the ingredients are from and where to find them.● Collaborated with 2 designers throughout each stage of the User Experience process to deliver the design solution within 100 hours of design work● Conducted user research (i.e. user interviews, competitive analysis, etc.) and developed personas● Developed and prioritized features● Sketched potential solutions and created digital wireframes● Built prototypes to show interaction● Iterated proposed solution through four rounds of user testing

The User Experience Design Immersive (UXDi) program is a 10-week intensive program created to provide practitioners with on-hands experience and a strong foundation in the user experience discipline. ● Delivered via 2-week sprints, four user-centered digital products including a native mobile application and responsive website ● Conducted user research (e.g. surveys, user interviews, competitive analysis) ● Sketched initial ideas, prioritized and narrowed down features ● Created wireframes ● Built paper and digital prototypes ● Led usability testing of each design and incorporated user feedback to iterate and improve each solution

● Conceptualized, created and distributed all communications to Field Associates at over 130 U.S. stores ● Partnered with corporate stakeholders to disseminate relevant and timely information ● Drafted and communicated pertinent company documents, materials and handbooks ● Iterated content and copy as needed for internal CMS

Identified the primary communication needs between the technology department and the rest of the company by conducting interviews with employees at different departments and levels of the organization. Developed a communication strategy to proactively communicate website and internal tools updates to all departments within the company on a weekly basis. Worked with web developers and engineers to understand, distill and translate technical concepts into everyday business language. Built an editorial team to create, edit and manage TechTalk, the first departmental e-newsletter distributed to more than 2,000 geographically dispersed employees. Fostered relationships with employees at different levels and departments to create, improve and maintain communication channels between the technology team and the rest of the company. Partnered with project managers to compile and distribute the status updates of all technology projects to top management on a weekly, monthly and quarterly basis. • Successfully increased the awareness of the Technology department and its activities through the monthly e-newsletter (TechTalk) distributed to all employees within the company.• Improved the relationship between the Technology department and the rest of the company by opening and fostering non-existent channels of communication.

Designed, planned, and distributed daily employee communications (e.g. store messages, bulletins, intranet postings, e-mail announcements, etc.) for 27,000 employees at 4,700 global Payless stores and district managers. Partnered with all levels of corporate departments to develop communication strategies to advocate and ensure clear and concise messages to employees. Managed the creation, adaptation and distribution of a broad range of communications targeted at 250 international stores. Supervised the external vendor servicing the daily demand of communications translations for stores located in The U.S., Canada, Central and South America. Tracked the number and type of all domestic and international communications sent to employees to present quarterly results to senior management. Developed and implemented the biweekly Personnel Announcement process to announce organizational changes to field leadership. Managed content for two international intranets and two international store message systems. Staff writer for monthly articles published in The Source (company’s newsletter).• Achieved lowest team member error rate of 1% on messages sent in 2008 (3 out of 291 messages). • Reduced international message volume to stores by over 50% annually. • Streamlined translation process by developing company guidelines for consistent translating services.

Fielded national and international calls from Canada and countries in Central and South America. Provided excellent bilingual customer service and solutions to customer and employees’ inquiries regarding benefits, company programs, payroll, marketing and online account access. Translated customer service documents including e-mails and follow up letters into Spanish.

Oversaw the store’s Customer Service Department as part of the supervisory team. Managed, trained and coached a team of 30 employees to achieve daily speed-of-answer and service goals. Assisted with designing employee programs and events to increase morale, engagement and teamwork. Fostered a cooperative and positive work environment by celebrating employee successes. Interviewed applicants in English and Spanish to recruit new store personnel. Facilitated new hire orientation to Spanish-speaking employees on a weekly basis. • Overviewed the return process of damaged products reducing the amount of error by 70% over 18-month tenure.