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Resume

Professional Experience

2023 - Present

Sr UX Designer - Commerce and Support Agent at Autodesk

  • Led the design of an AI-driven support experience embedded within Autodesk’s user portal, delivering personalized answers based on user behavior, profile data, and product interaction

  • Increased Customer Satisfaction (CES) by 17 points within two quarters by improving how users discover and access relevant support content

  • Designed behavior-triggered support flows that proactively guide users toward solutions, reducing friction and increasing self-service adoption

  • Scaled the solution from the initial release in the Pacific Islands to a global rollout reaching over 30 million users

  • Contributed to reducing reliance on traditional support channels by enabling faster, more intuitive self-service experiences

  • Defined end-to-end user journeys for AI-powered support, aligning product, support, and engineering stakeholders around a shared vision

  • Applied systems thinking to integrate support experiences seamlessly within the broader product ecosystem

  • Facilitated cross-functional collaboration across global teams, ensuring scalable and consistent user experiences across regions

2022 - 2023

Sr UX Designer - Support Specialist at Kovi

  • Created a comprehensive Design System that streamlined design processes across the organization.

  • Developed a UX Research Repository to facilitate knowledge sharing and insights across teams.

  • Revamped the customer communication process, resulting in reduced contact rates and substantial savings in customer support costs.

2020 - 2022

UX Designer at Various Organizations

  • Designed end-to-end digital experiences across web platforms, focusing on usability, scalability, and business impact

  • Led UX initiatives from research to delivery, including journey mapping, wireframing, and prototyping

  • Improved information architecture and navigation systems to reduce user friction and enhance discoverability

  • Collaborated cross-functionally with product managers and engineers to deliver user-centered solutions aligned with business goals

  • Contributed to the evolution of design systems and reusable components

Educational Background

2026

MAVEN | Master of UX Design for AI

2025

Liberty University | Master of Arts in Human Centered Design

2019

General Assembly | UX Design Immersive

2016

Northpoint Bible College and Seminary | Bachelor of Arts

Core Skills & Expertise

I’m a Product Designer specialized in conversational interfaces, support experiences, and scalable UX systems. My core strengths lie in translating complex problems into intuitive, outcome-focused solutions through a combination of user research (qualitative and quantitative), interaction design, and strong product thinking. I bring experience designing for large-scale platforms (30M+ users), improving key business metrics such as revenue, CSAT, and self-service adoption. I also build and scale UX practices, from design systems and playbooks to team development, while collaborating cross-functionally with product, engineering, and data teams. My work focuses on creating clear, context-aware experiences that reduce friction, build trust, and drive measurable impact.

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