Led redesign efforts for the external-facing admin tools homepage ($240M

ARR), providing a clearer value proposition and increasing engagement and

adoption by 18%.

Designed a cross-platform tool to manage 20+ granular permission for the

DocuSign Admin product, directly addressing a major customer's renewal

concerns. This closed a deal for $27K GNMRR ($27K per month for the

upsell) added to what became an over $1.4M annual contract value.

Implemented an enterprise subscription management tool, enhancing

visibility across hundreds of accounts for thousands of users. This reduced

internal account management costs by an estimated $200K annually.

Collaborated closely with product management and engineering to refine and

optimize the DocuSign for Google Workspace integration, resulting in

improved CSAT scores and a 9% reduction in associated support cases.

Developed a wide variety of rapid iterative testing and evaluation prompts and

interactive prototypes, collecting qualitative feedback from dozens of users.

Partnered with UXR and Product Management to analyze and interpret user

feedback, leading to actionable insights that directly informed product

improvements and user experience enhancements.

Collaborating with stakeholders, I owned the detailed mapping of a 102-step

customer onboarding process, using my subject-matter expertise. This map

facilitated internal discussions within the product teams. I also produced a

more succinct version for the purpose of training our internal teams.

Owned all UI copy and product documentation for internal and external admin

experiences, supporting enterprise customers and internal teams such as

sales, customer success, and professional services.

Utilized card sorting, treejack, and A/B testing techniques to gather

quantitative data, guiding key information architecture decisions. This

strategic approach boosted underutilized feature adoption by 23% and

significantly reduced associated churn.

Promoted within 12 months due to exceptional performance.

Audited and updated top error strings in the external-facing DocuSign Admin product UI, resulting in an 8% decrease in related support cases over 12 months and an estimated annual cost savings of $100K.

Implemented and managed a new search provider for the DocuSign Support Center, improving search quality, increasing the self-service rate by 9%, and improving customer engagement scores by over 30% YoY.

Leveraged data from Salesforce reporting, Mixpanel, Crazy Egg, and Google Analytics to predict customer needs and provide self-service resources, providing over $1MM in savings from call deflection annually and increasing the self-service rate by 15%.

Wrote, edited, published, and curated customer-facing content on the customer support site, monitoring content health and providing actionable insight using Google Analytics.

Streamlined the authoring process by creating templates and style guides, reducing errors and increasing productivity on the content team by 36% YoY.

Planned and gave lessons with long-term goals in mind to Japanese elementary students.

Communicated effectively with Japanese staff at three Japanese public schools and worked together to

achieve educational goals.

Worked closely with students of varying ages and skill levels to improve English.

Taught conversation and business English classes.