Follow user-centered methodology to design web and application experiences that meet the users’ needs. Participated in all aspects of Agile methodology including writing user stories and grooming sessions. Liaison between design and development to ensure experience delivered met user needs. Projects worked on include: - National bank web site for managing all aspects of personal banking needs including money transfers. - Telecommunications company tool for monitoring network performance. - National bank application that provided easy support for property managers to track loan payments and status. - Proof of concept for Child Protective Services tool used to track all aspects of case management and foster care facilities.

Responsible for ensuring that all creative deliverables are completed, reviewed, and approved on time to meet project deadlines. Work in an Agile development environment with Delivery teams and coordinate with IA, Visual Designers, and Content Writers to create world class user experiences.

Develop, drive, and support initiatives across the Digital Design and User Experience organization. Project under my umbrella of responsibility included:- Unified UX toolbox used to standardize development across the desktop and mobile experience.- Design-a-thon that spanned multiple geographies with over 100 participants who test drove alpha version of UX toolbox.- Digital Design Internship Program, open 15 team positions for 2015.- Quarterly Speaker Series on a variety of topics whose purpose is to spark new thinking and creativity across the Digital Design & User Experience organization.

Customer advocate to ensure the end product met the needs of the customer resulting in exceptional experience on both mobile and desktop platforms. Responsible for the day-to-day management of creative assets, associated timelines, and the delivery of the www.att.com & m.att.com (consumer desktop and mobile) e-commerce experience.Accomplishments--> Mobile and Desktop: Launched Mobile Share Recommender Tool into the sales flow which provides customers with a side-by-side cost comparison of the two plans based on the customers last 3 months of usage. (June, 2014)--> Mobile: Ability to purchase a new device on your mobile device and pick up in the store (Nov, 2013)--> Mobile Experience - update plan options, removal of Family Talk except for existing Family Talk subscribers (October, 2013)--> Mobile Experience - add a line on your mobile device to an existing Family Talk plan (Aug, 2013)--> Mobile Experience- to create a new Mobile Share plan on your mobile device (June, 2013)

Responsible for creating e-learning and instructor-led course materials. - Created customer service e-learning and instructor-led courses for major online retailer that rapidly prepared seasonal hires to quickly solve customer issues.

Responsible for implementing project management tools and best practices that improved communication and overall efficiency of the organization. Accomplishments--> Created and evangelized a project profile dashboard for tracking and reporting progress and milestones for cross-functional projects that was relied upon to provide critical information for yearly planning process.--> Automated and streamlined time-consuming manual process for localizing knowledgebase documents in over 20 languages, reducing a 5 hour process to a single email request. --> Implemented best practices developed by North American team to identify high-impact content by tracking metrics and user feedback for Adobe Japan team to use, resulting in increased effectiveness of scarce resources.

Liaison between support organization and web team. Advocated for the needs of the organization to help users find how-to and support entitlement information and to promote sales of support coverage plans. Accomplishments--> Oversaw redesign of over 40 product support centers and localization into 20 languages to improve usability and minimize maintenance overhead. Worked with project subject matter experts to ensure correct content for each product. Worked with designers and web engineering to design and build web pages. Coordinated schedule and communication among all teams.-> Created best customer experience by managing over 300 requests each year for updates to Adobe.com Support pages, while keeping information up-to-date and avoiding calls to Support centers. Reviewed each request for completeness and scheduled and tracked work with web engineering.--> Worked with Readiness Managers to improve launch readiness process for updating web pages. Reduced multiple forms and workflows into one form that identified technical dependencies, simplified the process and reduced the effort required to achieve the same results

Managed a set of tools used to author knowledgebase documents, track content through the authoring process, help customers and support agents find information, and evaluate the effectiveness of knowledgebase documents. These tools were used worldwide by over 300 internal authors, over 1,000 call center support agents, and millions of customers who come to the Adobe.com website looking for solutions to problems they experience using Adobe software. Accomplishments--> Launched Chat on Adobe.com to help customers with Adobe.com log-in issues reducing calls to support agents by 30%.--> Managed the migration of 20,000 documents from Lotus Notes to Knova authoring and content tracking tool. Defined user workflow and document templates and worked closely with development team to ensure that all documents were migrated with content intact. Provided subject matter expertise for training materials on authoring and searching and ongoing user support.--> Collected user requirements and created author specifications for new tools and feature updates. Worked with application developers and testers to create and update the tools.--> Liaison between users of the tool and technical support team to guarantee tools were working 24x7. Collected, filed and tracked bugs in bug database to ensure timely fixes were made based on priority and critical needs.--> Managed editorial team and enforced adherence to Adobe style guidelines to create the highest quality knowledgebase documentation.

Responsible for creating and delivering all MSN Internet Access email communications. Managed editorial calendar and team that authored content and visual designs for multiple properties. Accomplishments--> Authored interesting and editorially compelling emails to promote MSN network initiatives, such as MSN Extra Storage and MSN Internet Access, and tracked conversion rates of different creative approaches.--> Compiled editorial calendar and managed all aspects of production for monthly Hotmail and MSN Internet Access member communications to increase MSN engagement and improve perceived value of MSN content and product offerings.--> Tracked, analyzed, documented, and evangelized best practices for newsletters and sidebars and shared these findings across MSN.

Oversaw the vision and daily postings of Windows product websites (Windows 2000 Professional, Windows 2000 Server, Windows 98, and Windows Embedded) and Windows Technology Sites, including Internet Explorer. Accomplishments:--> Managed a 15 person team that included writers, editors, producers, and designers.--> Created and nurtured ongoing relationships with marketing, product support, user assistance teams, and product development to ensure that messaging and content met both customer and company needs.

Accomplishments--> Drove the vision, created the editorial calendar, and managed the content creation and weekly postings for Windows Consumer websites (Windows 98, Windows 95, and Internet Explorer).--> Created efficient and productive processes for creating and posting web web content.

Accomplishments--> Partnered with the Windows Web team (part of Marketing) to create learning areas for Internet Explorer and Windows 98 websites. Responsible for weekly site refreshes which included creating the editorial calendar, managing a team of writers who authored articles, and coordinating art needs with the design team.--> Created the Internet Explorer 5.0 tour. Determined the content, organization and navigation for the tour and worked with designers to create the look and feel.

--> Managed a team of writers and designers to create the product tours for Internet Explorer 3 and 4. These tours introduced customers to new features and helped them transition to the latest version of the browser.

Worked on various product documentation projects for Microsoft Phone, Windows 95 --> Launch Web site - Windows 95 tour (project lead) - Windows 95 Read Me files, error messages, and Help files (Media Player, Sound Recorder, Volume Control, CD Player) - Designed, wrote, and managed development of Windows 95 online books - Windows 3.1 online Help (including first version of Hearts), print documentation, Read Me files, tour, and Resource Kit chapters--> Prepared content to meet localization needs for all supported worldwide languages.