I help mission-driven teams turn messy challenges into clear, actionable plans. Using a combination of Human-Centered Design and structured problem-solving (A3s), I guide teams to get unstuck, align stakeholders, and move ideas into action.

2024 — NowUnknownVirtual Project & Operations Support

2024 — Now

United States

I work with leaders across a speaker business, lobbying firm, tech startup, and nonprofit/pastoral organization to clarify priorities, streamline operations, and turn complex challenges into actionable plans.

Key impacts:

Implemented SOPs and streamlined processes to reduce errors, saving 10–20 hours per week.

Aligned 4 stakeholders on a high-priority project, accelerating decision-making and improving coordination.

Optimized onboarding and customer engagement workflows, reducing proposal-to-contract turnaround from several weeks to 3 days.

Simplified operations, reporting, and recurring processes for small teams, improving clarity and execution.

2021 — 2024Amwell Conversa HealthConversation Designer / Product Owner

2021 — 2024

Remote

Led the development and implementation of engaging, smart, and empathic chat experiences for patients and their families. Utilized conversational dialogues, image and video assets, patient education materials, and crafted copy for email and SMS notifications to ensure continuous patient connectivity with care teams. Oversaw the product lifecycle, from ideation to deployment, ensuring alignment with user needs and organizational goals.

2020 — 2020TDO SoftwareExperience Associate

2020 — 2020

Worked with users via phone, chat & email to understand and resolve issues with proprietary software・Exceeded call center metrics & service levels・Actively listened to users to capture and document experiences for the development team to improve interaction satisfaction.

2020 — 2020WebMallSoftware Developer

2020 — 2020

An innovative eCommerce platform that allows brands to live-stream sales events, and engage with real customers all on one dynamic and easy portal.

Developed landing pages, dashboards and online applications using Reactjs, .NET and web API controllers.

Integrated FORMIK React Component for form structure and input validation with YUP library.

Spearheaded production of page content such as visuals and text copy to meet project specifications.

Created site layout and user interface using HTML and CSS practices delivering a dynamic user experience

Build Restful APIs for core services responsible for advertisements

Built front-to-back functionality for advertisements component, created a subscription based model, allowing multiple pay tiers and subscription types

Configured and managed SQL tables, stored procedures and diagrams needed for back-end infrastructure.

Weekly sprints in an Agile work environment with daily stand ups, provided code reviews to ensure consistency across the project

2019 — 2020Self-EmployedFreelance Writer/ Virtual Admin Asst

2019 — 2020

Greater San Diego Area