Redesigned the sign-up/login experience, mapping user workflows, creating low-high fidelity wireframes to significantly reduce duplicate accounts.

Led end-to-end design of a new tax product from ideation to developer handoff, delivering a streamlined, user-centric experience.

Conducted user research and usability testing to uncover pain points, driving product recommendations that improved engagement and roadmap prioritization.

Recognized as a subject matter expert, frequently solving product-related questions, and tasked with training new team members. Spearheaded the internal processes and workflows for bug-escalation, enhancing overall efficiency and team collaboration. Successfully launched Intercom to deliver faster response times, and automate issue resolutions.

Coordinated and supported user acceptance testing with stakeholders and end-users. Collaborated closely with engineers, product managers, and designers to understand project requirements and provide QA insights. Provided training and guidance to team members on new releases, and processes.

Modern Fertility emerged with a mission to demystify fertility and make it more understandable, approachable, and inclusive. The company offers accessible at-home fertility testing, comprehensive insights via personalized reports, and resources for family planning, and fertility preservation.

As a Customer Support Consultant, I effectively engaged with customers using empathy and compassion to offer empowering information tailored to their individual needs. In addition, I contributed to the creation and maintenance of the internal team's knowledge base, alongside client-facing help resources. I also collaborated with the Marketing team to fulfill client orders and ensure efficient shipping deadlines.

Lemonade specializes in renters' and homeowners' insurance with a commitment to social impact. As a certified B-Corp, the company donates a portion of its underwriting profits each year to a non-profit of each policyholder's choice.

As a Customer Experience Representative, I assisted customers with product inquiries, billing questions, and consistently met and exceeded individual KPIs. I provided exceptional customer support via various channels, like email, and phone, and consistently maintained a 95%+ customer satisfaction rating.