Career Highlights

Throughout my career, I’ve excelled in roles that showcase my strengths in UX design, visual storytelling, and problem-solving. From refreshing e-commerce platforms to designing engaging newsletters and crafting seamless user experiences, my work consistently blends creativity with functionality. With expertise in visual design, branding, web customization, and user-centered strategies, I’ve delivered impactful solutions that drive engagement, enhance accessibility, and align with client and user needs.

As a UX / Product Design Manager, I spearheaded efforts to refine and expand the product line, ensuring alignment with customer needs while maintaining exceptional quality standards. My role encompassed researching trends, modernizing outdated designs, and bridging the gap between creative vision, technical execution, and customer expectations. Through meticulous attention to detail and collaboration with cross-functional teams, I implemented strategies that enhanced the product catalogue and improved customer satisfaction.

Key Responsibilities and Achievements:

• Product Procurement and Development:
  • Researched and established new products tailored to the customer base, enhancing market competitiveness and expanding the product line.
  • Collaborated with the production team to acquire accurate dimensions, test product outcomes, and document findings, refining product quality and functionality.
  • Strategically approved or iterated on product designs based on testing feedback to ensure optimal outcomes.
• Design and Catalogue Modernization:
  • Created mockups and digital designs for new products, ensuring visual appeal and consistency with the brand.
  • Revitalized outdated mockups and designs, modernizing over 500 products, including color variations, which boosted customer engagement and refreshed the brand image.
  • Updated listing tags, internal metadata, and listing copy to provide accurate, transparent, and current information for all products.
• Content and Information Management:
  • Maintained a comprehensive log of product details, including dimensions, color variations, and design specifications, ensuring a centralized and accurate resource for stakeholders and teams.
  • Developed detailed design information and fresh example images for each listing, streamlining the customer experience and improving purchase confidence.
• Research and Strategy:
  • Conducted in-depth competitor analysis and market research to identify trends and opportunities, guiding product development and positioning strategies.
  • Collected and analyzed seller/customer feedback, presenting actionable insights to stakeholders and influencing product updates and strategies.
• Problem Solving and Presentation:
  • Implemented and presented strategies to address production or design challenges, improving operational efficiency and product outcomes.
  • Acted as a liaison between marketing, production, and stakeholders, ensuring cohesive strategies that met both business goals and customer expectations.

This role sharpened my skills in product lifecycle management, UX design, market research, and catalogue modernization. It allowed me to seamlessly integrate design, strategy, and customer insights to create a robust and user-centered product catalogue.

In my role as Marketing Assistant, I collaborated across teams to drive impactful marketing initiatives, refresh the brand identity, and create visually compelling content that resonated with our seller and customer base. By blending creativity, research, and cross-functional collaboration, I contributed to measurable improvements in brand visibility, product offerings, and customer engagement.

Key Responsibilities and Achievements:

• Newsletter Design and Content Creation:
  • Developed a cohesive template and layout for weekly newsletters, creating all graphics through tools like Canva, Claid.Ai, and Clip Studio.
  • Crafted engaging and visually appealing newsletters, contributing to a 20% increase in email open rates.
• Product Development & Mockups:
  • Researched and identified new product opportunities to enhance the current roster.
  • Designed fresh, high-quality mockups for new products, which helped improve seller satisfaction and streamline product onboarding.
• Brand Identity Refresh:
  • Revitalized and maintained a consistent brand identity across all uploads and marketing efforts, boosting brand recognition by 25%.
  • Ensured alignment of all marketing materials with the brand’s values and goals.
• Collaboration Across Teams:
  • Worked closely with the Marketing team to present customer and seller needs, resulting in 10% more targeted product offerings.
  • Coordinated effectively with team members across multiple time zones, ensuring seamless communication, scheduling meetings mindfully, and keeping all teams aligned and up to date on project progress and goals.
    
  • Partnered with the Social Media team to supply graphics and critical information, driving a 25% increase in engagement across social platforms.
  • Collaborated with non-profits to create custom products for charity events and giveaways, supporting community outreach and building goodwill.
• Promotional and Event Marketing:
  • Designed graphics and promotional materials for webinars, workshops, and booth events to support product launches and educational efforts.
  • Facilitated collaborations with other businesses to expand reach and promote mutual growth.
• Production Coordination:
  • Worked directly with the production warehouse to ensure all product designs and dimensions were accurate, minimizing errors by 15%.
  • Coordinated with stakeholders for new product procurement and provided actionable suggestions to improve overall business operations based on market research and customer feedback.

This role allowed me to hone my skills in visual design, branding, and cross-functional collaboration, while leveraging market research and user feedback to drive impactful results. It also deepened my understanding of the intersection between creative design and strategic marketing efforts.

In my role as a Technical Support Specialist, I transformed and optimized technical operations for a complex e-commerce ecosystem, which included a Shopify store, multiple OrderDesk shops, ShipStation, and various Etsy and Amazon stores. My efforts focused on improving user experience, streamlining processes, and ensuring seamless interactions for both customers and sellers.

Key Responsibilities and Achievements:

• Revitalized Technical Operations: Took over from a previous advisor and restructured workflows to address significant gaps, leading to a 30% increase in operational efficiency.
• Strategic Upgrades & Platform Transitions: Developed and executed actionable plans to update, fix, and transition to new, more user-friendly apps, software, and platforms across all stores, improving functionality and usability.
• Enhanced Communication & Expectation Setting: Worked with internal teams and a global user base to set clear expectations about downtimes, changes, and long-term plans, resulting in a 20% decrease in complaints during transition periods.
• Content Optimization:
  • Refreshed and streamlined product listings across all platforms, improving navigation and presentation, which contributed to a 15% boost in user engagement.
  • Updated and managed the Shopify front page and OrderDesk shops in real-time to feature relevant and up-to-date information.
  • Completely overhauled FAQ pages for clarity and alignment with current expectations, reducing redundant inquiries by 25%.
• Proactive Troubleshooting: Monitored and resolved issues with Shopify, OrderDesk, ShipStation, Etsy, and Amazon platforms. Collaborated with developers across multiple platforms to address technical issues and propose future updates, reducing resolution times by 20%.
• Comprehensive Customer & Seller Support: Assisted with account setup and provided guidance for processing, payments, and purchasing across all platforms, achieving a 15% increase in positive customer feedback.
• Streamlined Checkout Process: Redesigned the checkout flow and copy for clarity and simplicity, resulting in a 20% reduction in cart abandonment rates.
• Data-Driven Improvements: Monitored platform analytics to identify trends and improvement areas, implementing targeted updates that enhanced user satisfaction and operational performance.

This role showcased my ability to manage and optimize a multifaceted e-commerce network. It further honed my skills in technical troubleshooting, content refinement, cross-platform collaboration, and creating user-centered solutions that drive measurable success.

As a Customer Care Advocate, I provided comprehensive support and training to a global customer base within the Print on Demand (POD) industry. My role focused on empowering sellers to succeed across platforms like Etsy, Amazon, and Shopify, while fostering strong B2C relationships and streamlining their design-to-commerce process. I worked closely with sellers, stakeholders, and teams to ensure high-quality service and impactful results.

Key Responsibilities and Achievements:

• Global Customer Support: Assisted a diverse international client base with their POD accounts, delivering tailored guidance on platform-specific needs, including Etsy, Amazon, and Shopify.
• Commerce & Design Training: Trained sellers in various aspects of online commerce, from account setup and security to the full design process and effective customer relationship management, leading to a 30% improvement in seller onboarding efficiency.
• Webinar Leadership: Designed and led webinars on key POD topics, covering areas such as account setup, security protocols, design strategies, and expected expenses. These sessions contributed to a 25% increase in seller engagement and satisfaction ratings.
• One-on-One Assistance: Provided exceptional, personalized support to sellers under the teaching program, helping them navigate challenges, optimize processes, and improve sales outcomes, resulting in a 20% rise in seller productivity and sales performance.
• Feedback & Documentation: Collected and documented seller feedback, transforming it into actionable insights and data for presentations to stakeholders. This effort facilitated a 15% reduction in recurring customer pain points and enhanced the overall service experience.
• Stakeholder Collaboration: Served as a point of contact for stakeholders, offering informed suggestions and insights based on seller experiences and market trends to refine strategies. My contributions helped improve seller retention rates by 18%.

This role allowed me to blend customer support expertise with training, data analysis, and cross-functional collaboration. I developed a deep understanding of the POD industry and gained valuable experience in empowering sellers, refining processes, and delivering exceptional client service in a dynamic and fast-paced environment.

As an Apple iOS and Mac+ Advisor, I provided exceptional technical support to a global customer base, ensuring seamless functionality and satisfaction across a range of Apple products. My role involved troubleshooting, real-time problem-solving, and close collaboration with developers to improve user experiences and resolve technical issues efficiently.

Key Responsibilities and Achievements:

• Global Customer Support: Delivered top-tier assistance to a diverse international audience, addressing software and hardware concerns for Apple products. My efforts contributed to a 20% reduction in average resolution time for customer issues.
• Technical Troubleshooting: Diagnosed and resolved complex software and hardware problems, ensuring user satisfaction and product reliability. This approach resulted in a 15% increase in first-contact resolution rates.
• Developer Collaboration: Worked directly with developers to address bugs and implement updates, translating detailed customer notes into actionable insights. My input played a key role in reducing critical bug turnaround times by 25%.
• Documentation & Reporting: Maintained detailed, accurate documentation of customer issues, providing clear feedback to developers and higher-ups. This effort improved communication efficiency and enhanced the feedback loop by 30%.
• Real-Time Problem Solving: Acted swiftly to take control of evolving issues, employing in-depth documentation and analytical skills to resolve problems. This resulted in an 18% improvement in customer satisfaction scores.
• De-escalation & Expectation Management: Managed escalated situations with professionalism, setting realistic expectations and providing clear solutions, contributing to a significant decrease in escalated cases by 20%.
• Strategic Input: Collaborated with senior teams on suggested updates and identified perceived issues, leading to product enhancements and process improvements. These changes contributed to measurable increases in customer retention and loyalty.

This role sharpened my problem-solving skills, enhanced my ability to work under pressure, and deepened my expertise in providing empathetic and efficient customer support. It also highlighted my capacity to collaborate across teams, bridge the gap between customers and developers, and advocate for user-centric improvements in a high-performance environment.