The following is a brief overview of my past and present work history.
Culture Amp
Senior Manager, Loyalty and Lifecycle (SB)
This is my current position. As part of our Customer Marketing and Advocacy team, I help our customers become happier and healthier advocates.
CXone Expert (MindTouch)
Customer Intelligence Advocate
Understanding your Customer allows you to create the best possible experience for them. They are the hero of the story and everything you do is built around them. As a Customer Intelligence Advocate, I collect and analyze quantitative and qualitative data about Customers to help manage, deliver, and improve their experiences with our company. In this hybrid role of Customer Advocacy and Experience, I am responsible for the initiatives, programs, and softwares used to create and inspire our Customer advocates.
Current responsibilities:
- Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
- Gather, analyze, and provide actionable insight into customer behavior across multiple touchpoints through multiple bodies of information such as: Salesforce, Google Analytics, Wootric, CheckMarket, Semrush, Snowflake, Redshift, Looker
- Embrace, champion, and influence Customer focused business decisions across the organization
- Cross-functional communication internally across the organization and externally across the customer base to achieve business objectives
- Proactively identify and anticipate customer expectations and needs
- Help other teams see the impacts of their efforts and proactively engage other functions to get input
- Implement and maintain the software systems used for Voice of the Customer and Advocacy initiatives: Salesforce, CheckMarket, Eventzilla, Semrush, and Slack
- Provide insight into negative customer behavior through the design, implementation, and monitoring of a customer Early Warning System
- Assist Customer facing teams with Know Your Customer data
- Design and create surveys, collect feedback, and analyze qualitative data from CSAT and NPS initiatives
- Research, source, prepare, and help host weekly Customer Community events.
- Manage and maintain a Slack-based Customer Community
- Create technical documentation, plays, and training experiences for the Customer Success team
- Write and advise on documentation that contributes to the Success of our customers
- Act as a technical resource and mentor for the Success and Support teams
- Provide subject matter expertise on User Experience, Accessibility, SEO, and Customer Experience topics internally and externally to our Customers
Head of Product
After leading a team of front-end developers and mentoring project managers, I was promoted to Product Manager (to manage the team and the Product) and then Head of Product (a more appropriate title for my responsibilities).
My list of responsibilities running a team of Product Managers, Analysts, and Writers included:
- Leading and mentoring the team (the most important part)
- Interviewing, hiring and training of Product Managers, Analysts, and Writers
- Planning, assigning and directing workloads of product managers
- Developing and maintaining the Product roadmap
- Setting the Product strategy, prioritizing features, building consensus, and coordinating product schedules
- Understanding the Product functionalities to identify opportunities for improvement or development of new features
- Communicating Product strategy, status, and all product issues to key stakeholders
- Product lifecycle management from concept to phasing out
- Development and execution of tactical plans
- Maintaining Product and market knowledge. Analyzed and kept abreast of market trends.
- Analyzing research to determine Product strategy
- Monitoring performance of the team’s initiatives and measured impact of Product enhancements
- Addressing complaints and resolving issues
Lead UI/UX Designer
This role included the user experience research, analysis, design, development and testing of two versions of the online knowledge management software sold by this company. The software works like a content management system which required that any design could be customized by deployment, was accessible, cross-browser and cross-device compatible, and had built in search experience optimization so content could be easily crawled and understood by search engines. Attention was paid to the scalability, performance, and experience of the design and development. Skills used in this position included: Balsamiq, Photoshop, Illustrator, CSS, semantic HTML, W3C accessibility compliance, Dekiscript, jQuery, and minimal PHP.
Mobeze, Inc.
Web Designer
My job duties included graphic and user interface design using Photoshop, Illustrator and Gimp, image optimization, CSS based design, HTML optimization, accessibility and validation, jQuery and PHP implementation. I have helped redesign and maintain an existing online dating website to W3C standards with cross-browser compatibility; helped create, launch and maintain a new online dating website; and helped implement new email campaigns using Blue Hornet and Strongmail marketing software.
MediaFlo USA (a division of Qualcomm)
Front End Developer
During my time with MediaFLO, I managed the Information Architecture for their Internal Internet, participated in the update of the Intranet’s design and assisted with the creation and maintenance of their interactive tools. I used my CSS based design skills in the redesign of the Intranet and the creation of several interactive tools such as an events calendar, a location editor, and a page catalog. In assisting with the design of new tools, I used my skills with AJAX to create dynamic form elements (DOJO) and tabbed tables (Tabber Tabs). Other AJAX libraries such as Scriptaculous and Prototype, were used in the creation of a dynamic navigation system for the Intranet. As I always do, I used W3C Compliant validators to authenticate my CSS and XHTML code and to ensure cross browser compatibility. While working with MediaFLO, I also learned XSL, XSL:FO, Axure and some simple JAVA. My skills with Photoshop were used in the redesign of an events calendar tool, and a third redesign of the Intranet.
MARCOA Publishing
Web Developer
I participated in the update of existing real estate websites, design and creation of new websites as part of a team, and the design and maintenance of the internal Intranet and company webboard. I used CSS based design on all websites created and maintained for MARCOA. My AJAX experience included the use of Lightbox 2.0, Scriptaculous and Prototype for photographic slideshows, along with a dynamic user phone extension list for the company’s internal website I used W3 Compliant validators to authenticate my CSS and XHTML and to guarantee cross browser compatibility for all code websites I worked on.
Early Career
During the first period of my career, I worked as an Independent Contractor for several different companies as well as a teaching assistant for an online HTML class. My job responsibilities included web design, web development, print and graphic design, SEO, usability testing, launch and maintenance of sites.
Notable companies: TurboTax (Intuit), TaxNet (purchased by H&R Block), and H&R Block.