EXPERIENCE:

Global Customer Operations Digital Designer February 2024 -Present

Lexis Nexis

Lead the design and implementation of interactive voice response (IVR) and chatbot solutions to enhance customer service efficiency and user experience, adhering strictly to NDA guidelines.

• Utilize a deep understanding of conversational AI and natural language processing technologies to develop intuitive, user-friendly dialogue flows that effectively resolve customer queries and facilitate seamless user interactions.

• Collaborate cross-functionally with, customer service, security, and development teams to ensure the alignment of technical capabilities with business goals and customer needs.

• Conduct rigorous testing and iteration cycles to refine systems, employing user feedback and analytics to optimize performance and reliability.

• Drive continuous improvement by keeping abreast of industry trends and technological advancements, applying best practices in conversational design to maintain cutting-edge operations.

• Ensure compliance with all relevant regulations and standards for data security and privacy throughout the development and deployment processes.

Self-employed, Freelance

AI/UX / NLU / VUI / Conversational Designer January 2023 - Present

Projects:

Podcast Chatbot, Stealth July 2023 – Present 

• Assisting AI-Entertainment-based podcast create “Yappy,” their AI-based web co-host who asks listeners to pitch in their hot topics or takes

• Soon-to-be released stealth podcast 

  
  

Julia GPT, Culinary Chatbot April 2023 - June 2023

• Created Julia, a well-loved AI-driven chatbot culinary assistant

• Seamlessly generates shopping lists for users and integrates them with their favorite grocery delivery services

• Also generates recipes, meal plans, nutritional information, and ingredient substitutions

• Voiceflow was used to create this bot, leveraging NLP/slotting capabilities 

  
  

Biz Baker, Hands-Free Ordering and Inventory January 2021- July 2021 

• Created Biz Baker, a hands-free, multi-modal platform that automates the non-baking tasks of baking

• With its NLU/NLP-based capabilities, this bot helps bakers manage inventory, create orders, manage vendors, place orders, price products, and meet deadlines effortlessly

• Voiceflow was used to create this bot, leveraging NLP/slotting capabilities

  
  

  Senior Product Designer October 2021 – May 2022 

  The Inclusive Group IDD Life & Resources, Remote (Healthcare)

  Public Benefit Corporation is committed to helping people with intellectual and/or developmental disabilities through innovative AI-generated technology (NDA-protected)

• Promoted: from UX Manager to product owner within 6 weeks

• Product leadership: lead core product strategic roadmap and delivery 

• Set Product strategy, including AI integration, and designed a program to onboard and deploy 40+ UXers on Agile sprints.

• Established ops processes, release planning, resource allocation, and prioritization criteria

• Investor relations: Partnered with startup founder on research and pitch decks that helped secure capital funding 

  
  UX Designer / Guild Member December  2021 – Present

  Tech Fleet, Remote

  501(c)(3) nonprofit dedicated to creating fair access to tech careers by providing skill-building opportunities. Managed the full lifecycle of UX research and digital design concepts

  Special projects: 

  ■ ADHD Math, Inventor (Ed-Tech)

  • Inclusive research-driven app for Nuerodivergant Learners, built on a proprietary approach teaching Neurodivergent students.

  • Oversaw e2e product experience, providing guidance and sign-off along the way; increased NPS score by 13 points.  

  ■ Career Here, Lead Designer (B2C)

  • Responsive website that provides high school students with career counseling, college guidance, aptitude testing, and financial aid resources 

  • Improved usability by 60% by adding new search features

  • Delivered comprehensive style guide and components 

  ■ Confidential Company, (NDA protected), UX Designer, UX Strategist (Fin-Tech)

  • delivered on experience design and feature ideation

  • Delivered typical UX deliverables (i.e. user flows, IA, affinity maps, high-fidelity designs,   prototypes)

  
  Lead UX Designer Nov 2022 – Dec 2022 MIT Incubator, Remote (B2C, SAAS)

  
  

• Delivered actionable recommendations for a B2C client (subject to NDA) During this project, I had the opportunity to contribute to a confidential project focused on improving the user experience.

• Conducted desk research and competitive analysis. Additionally, I was involved in performing a comprehensive UX audit for the digital product, analyzing various aspects of the user interface, and identifying potential areas for enhancement.

• Analyzed various aspects of the user interface and identified potential areas for enhancement as part of a comprehensive team UX audit.

  
  Owner | Lead Designer January 2015 – August 2021 Canteras Creations 

  
  

• Launched and operated a profitable custom confection business in New York, specializing in custom cake designs;

• Achieved 50% profit margins and 80% client retention.

• Managed business operations: planned strategic development, bookkeeping, supply chain logistics, inventory, quality control, pricing strategy, marketing, and CRM Captured and validated client requirements through 1:1 consultations and 3D sketches of proposed designs. 

  EDUCATION & SPECIALIZED TRAINING

  The Complete AI Product Leadership Blueprint 2023

  Masterclass in Conversational AI, Maven, 2023

  Introduction to Accessible Designs, EdX, 2022

  Figma UI/UX Essentials, Udemy, 2022

  Complete Web Design, Udemy, 2022

  UX Design Professional Certificate, Google, 2021 

  18-Month Web and Graphic Design Certificate, Hendricks Institute, 2010

  Externship at Wolfgang Puck’s Eureka

  Associates in Culinary Arts, Culinary Institute of America

  SKILLS:

  Product Design, Conversational AI, Prompt Engineering, UX Design, Interactive Prototypes, Wireframing, Information Architecture, Graphic Design, User Testing, A/B Testing, Interaction Design, Lean UX, Product Development, Design Systems, Hierarchy, Typography, Visual Design, Responsiveness, Accessibility, Branding, Data Visualization, Iconography, Collaboration, High Fidelity Designs, Food Technology, Presentations, User Experience Research, Mobile App Design, Usability Analysis.

  TECHNICAL PROFICIENCIES:

  VoiceFlow, Figma, Adobe Suite, Framer, Flash, Sketch, Miro, HTML, Bubble.IO, Zapier, Square Space, Zeplin, Lucid Chart, Chatotbuilder.ai, 

  ADDITIONAL RELEVANT EXPERIENCE:

  Resident Chef and Culinary Program Manager, La Sur Table, New York

  Head Chef, Whole Foods Market, New York 

  General Manager, Dr. B Well Naturally, New York 

  Culinary Instructor, New York Institute of Technology