Resume

Conversation Designer & UX Strategist

Allstate

Charlotte, North Carolina, United States

Jun 2022 - Present

3 yrs 2 mos

Sr Conversation Designer

In my current role my focus is on elevating the omnichannel capabilities using conversation design to meet the expectations of our users. Some tools to make that a reality are consistent data analysis, transcript reviews, as well as relationship building with product and development stakeholders.

Conversation Designer

Jun 2019 - Jun 2022 · 3 yrs 1 mo

  • UX lead on chatbot projects that focus on cost savings for customer contact center.
  • Mentor and onboard junior Conversation Designers.
  • Create chat guidelines for conversation design team.
  • Consult with business and technology leaders to develop solutions for users and savings goals.
  • Contribute to user research sessions.
  • Analyze transcripts for training and tuning.

Wells Fargo

Charlotte, North Carolina Area

Contracted through Ettain Group

Mar 2018 - Jun 2019

1 yr 4 mos

Content Strategist

  • Develop chat strategy.
  • Piloted projects from inception to launch.
  • Wrote user stories and dialog flows.
  • Created consumer emails associated with chat experience.
  • Managed editorial standards for chat.
  • Worked cross-functionally with developers, designers, and legal.

American Red Cross Greater New York

Greater New York City Area

Sep 2016 - Jan 2017

5 mos

Marketing Support

  • Generated marketing strategy reports for donor events.
  • Wrote content for social media channels, blogs and press releases.
  • Created web and traditional marketing content for investor and volunteer recruitment.
  • Wrote outreach materials to form relationships with media sponsors.

Skills

User-centered Design User Experience (UX) Conversation Design Content Strategy User Research Data Analysis Mentoring Cross-functional Collaboration Marketing Strategy Content Creation

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