AT&T embarked on developing a multi-agent generative AI platform tailored to automate workflows, integrating specialized agents for tasks like requirement gathering, coding, testing, and deployment.​​ As the UX Lead, I oversee the presentation, interactions, and customer experience. I am responsible for improving user engagement and retention through diligent research, user experience design, and iteration. 

Improving the customer experience at Quantum Fiber involved coordinating efforts across multiple departments and overcoming organizational silos, outdated systems, and resistance to change. The solution was a thorough and systematic UX/UI audit, combining quantifiable metrics and qualitative insights, tracked regularly.

As the UX Designer, my role was to inspire, engage, and connect job seekers with employers in the hospitality industry by integrating content and functionality to create an exceptional user experience. The Serving Careers campaign successfully built trust and confidence in hospitality jobs, whether temporary or long-term, effectively meeting the needs of prospective candidates. The site served up 687K new job applications at 176% above Indeed’s benchmark for job application rates.

Our mandate was clear: develop a single, secure repository accessible to product owners, engineers, designers, and marketers. This system would not only store brand assets like iconography, color schemes, and typography but also house reusable UX/UI components, integrate with current tools (starting with Adobe XD and later Figma), and ideally support a design-to-code workflow.

While displaying all fields and options on one screen might seem efficient at first glance, it often leads to a cluttered and user-unfriendly experience. In contrast, the new Sizing & Selection solution enhances usability by presenting information in a structured and manageable way, ultimately leading to a more intuitive user experience.

In the summer of 2021, I redesigned the Quantum Fiber Customer Buy Flow. In the first two months (after implementation), the conversion rate increased by 38%. The conversion rate increased from 17.3% in November 2021 to 23.9% in January 2022.

We envisioned the CenturyLink Mobile App as a digital “hub” that would serve as a comprehensive resource for customers, enabling them to resolve their issues within 1-2 minutes. Key outcomes included: 1. Reduced Support Calls, 2. Enhanced User Satisfaction, 3. Faster Issue Resolution, 4. Improved Accessibility, and 5. Higher Engagement Rates

The goal was to reduce risk and cost while fostering innovation to enhance customer experience and align with the organization’s short-term and long-term goals. We needed a streamlined approach that: 1. Encouraged quick decision-making and rapid iteration, 2. Focused on a single problem or idea at a time, 3. Surfaced potential issues early, and 4. Involved cross-functional teams from various disciplines.

By implementing this rigorous testing and rapid iteration process, ThriveHive increased app task completion by 41.6%. The cycle of feedback and insights led to continuous improvements that enhanced user satisfaction and engagement, ultimately contributing to the success of the app.

As the Founder, I aimed to accelerate our business through education, network introductions, mentorship, and investment. Early in 2016, we were accepted into two startup accelerators in Boulder, CO. My partner and I chose MergeLane and embarked on their 3-month program. Joining an accelerator came with risks and uncertainties. It was a significant commitment with no guarantees.

The "One Team Award" is an internal recognition given within Merkle, a Dentsu company. This award is designed to honor individuals or teams who exemplify exceptional collaboration, teamwork, and contributions to the company's success. My team received this award for our exemplary collaboration, exceptional performance, positive team dynamics, and embodying Merkle’s values.

During our initial engagement with Loews Hotels, we developed customer segmentation and crafted messaging and contact strategies. This strategic approach quickly bore fruit. Early on we had several successes, including the most productive single day on LH.com, generating $1,365,580 in total revenue (within 24 Hrs). This dramatically contrasts the previous 4 Mondays which averaged approximately $300K in revenue.

Building, managing, and developing high-performing teams has been a central aspect of my career. Over the past 20+ years, I've honed a creative process that emphasizes collaboration, innovation, and continuous improvement. This process starts with clear goal-setting and alignment, ensuring that every team member understands our objectives and their role in achieving them. Simultaneously, I strive to foster an environment of open communication to ensure transparency, trust, and a shared understanding, which I have found are essential for any team to be successful.

Motive was built on bold creativity and innovative solutions, focusing on creating impactful experiences across consumer touchpoints. We bridged the gap between traditional and digital communications, delivering unconventional ideas that produced measurable results.

In just the first six hours, the campaign microsite averaged 1.5 nominations per minute and expanded the database to include nearly 10,000 new members. Throughout the promotion, the site attracted over 50,000 visitors, with each visitor spending an average of more than six minutes on the site.

Howard Dean's presidential campaign website is recognized for its innovative approach to user engagement and digital strategy. According to Wikipedia, the site was one of the first to leverage the Internet for grassroots organizing and small-donor fundraising, which Dean had pioneered. This method enabled the campaign to collect numerous small contributions, democratizing campaign financing and building a robust, engaged supporter base​.

As an adjunct lecturer, my responsibilities included designing and delivering engaging course content that met the University’s academic standards. I developed syllabi, lesson plans, and assignments to promote critical thinking. I fostered an inclusive classroom environment where students felt encouraged to participate and express their ideas.