● Revamped mobile and web app experiences with a focus on ProtoPie and Figma, significantly elevating user engagement and satisfaction. ● Solely pioneered an AI chatbot by leveraging social psychology and data analysis, resulting in a 30% reduction in HR support calls. ● Advocated and implemented conversational design and emotional design principles with ProtoPie, increasing HR Support Center awareness by 1000% and usage by 26%. ● Addressed new hire concerns, enhancing onboarding flows, and improving initial experiences. ● Managed Agile projects with Jira and Miro, fostering team collaboration and project efficiency. ● Served as the UX Research expert to develop a user review app that boosts credibility and sales from happy customers. ● Conducted a competitive analysis to get strategic insights into the features, functions, and flows of competitors' products. ● Defined goals and created a user flow to lay out the user’s movement through the product from the entry point right through to the final interaction.

● Acted as a Servant leader and Agile coach to help teams feel confident, psychologically safe, and take ownership of their work together. ● Facilitate Agile workshops and training sessions across different teams, ensuring everyone has simple, practical tools to work better, faster, and more collaboratively. ● Enabled cross-functional alignment through backlog refinement sessions, team ceremonies, including sprint planning, retrospectives, team onboarding, and Agile fundamentals, to support team alignment and growth. ● Leading a team of 8 UX Designers, providing mentorship, guidance, and project oversight to ensure high-quality design outcomes. ● Consulting with stakeholders and product managers, contributing to improved website experiences by enhancing the user interface and functionality. ● Utilizing research insights to drive the creation of new features for the platform, ensuring that user needs and preferences are at the forefront of the design process. ● Leading and participating in collaborative Design Sprints, applying Agile UX methods, developing solutions, and strategically navigating the process across multiple stages. ● Developing a content style guide for Sean's Legacy LGBTQIA+ career mentorship platform, ensuring consistency and brand alignment across all content assets. ● Demonstrated leadership as a team lead, successfully establishing clear roles, responsibilities, and expectations. This initiative resulted in enhanced team performance and fostered individual growth among team members.

● Initially employed as a Teller, progressed to the position of Teller Supervisor and subsequently took on additional responsibilities as a Customer Service Rep, and in the next 2 years, got prmoted to a dual role as a Loan Assistant / Customer Service Rep. ● Led customer service training for 10+ employees, helping the department grow and scale over 7 years. ● Became the go-to customer service representative for othe branch by successfully resolving over 200 issues per month. ● Stopped widespread wire fraud by finding a pattern across customer issues and proactively warning other branches. ● Understand the banking needs of each unique customer and recommend a preferred method for maximum cost savings. ● Identify needs-based opportunities and make sales referrals to all areas of the corporation to meet customers' financial needs. ● To ensure timely and accurate responses to customers, I organized, prioritized, and managed a high volume of requests through SalesForce and other internal systems via effective project management. ● Led consumer loan processing & closing over $200K of loans monthly. ● Exhibited proficiency in handling multiple projects concurrently within strict timeframes, achieving all quality goals & adhering to the banking/ department's regulations, policies, and procedures.