Communications Technology | Unified Communications (UCaaS) | Enterprise SaaS Systems

At RingCentral, I led UX design for the enterprise Admin Portal, streamlining complex workflows for users, devices, numbers and call routing. Using systems thinking, I mapped dependencies to reduce risks and transformed multi-agent workflows into scalable UX patterns. I created predictive interfaces to flag conflicts early, built interactive Figma prototypes with dynamic logic and provided detailed UX documentation for engineering across web, mobile, and provisioning systems.

Product & UX Designer — United Airlines Flight Operations Application

Aviation Operations | Flight Planning UX | Real-Time Operational Tools

At United Airlines I designed UX for an internal flight management application used by dispatchers, flight controllers and operations managers to coordinate pre-flight, in-flight and post-flight activities across the airline network.

I focused on building systems that supported real-time decision-making in high-pressure environments where timing, resilience and information clarity were critical.

Worked closely with dispatchers, pilots, engineers and product teams to map workflows for flight plan validation, dispatch coordination and critical communication tracking

Designed modular UX frameworks that adapted to real-time conditions like weather, aircraft status and airspace restrictions

Conducted in-field user research to uncover operational bottlenecks, identify time-critical tasks and validate workflows under load

Created interactive system prototypes to support situational awareness and adaptive triage logic over static flows

Established consistent UI patterns that enabled fast scanning, quick action and clear prioritization of risks

Contributed to agile development by designing for complex backend systems while maintaining usability across platforms

Product & UX Designer — NortonLifeLock Customer Portal

Identity Protection | Account Security UX | Conversational Design

At NortonLifeLock I designed core user experiences for the LifeLock Customer Portal with a focus on identity protection, subscription management and fraud mitigation.

I applied systems thinking to ensure critical account journeys like onboarding, cancellations and identity alerts were secure, responsive and easy to navigate.

Designed multi-state workflows for authentication, real-time alerts and fraud escalation to support proactive account defense

Collaborated across product, engineering and analytics teams to align interface behavior with system status such as account risk or action required

Led UX design for LifeLock’s Alexa integration adapting secure account actions for voice-based interaction and conversational logic

Created high-fidelity prototypes and interactive specs to support agile development and ensure UX consistency across web and voice platforms

Telecom Services | Account Management UX | Cross-Platform Design

At Verizon I led UX design for the MyVerizon Customer Portal where customers manage their phone, internet and TV services across web and mobile.

I was responsible for the full design lifecycle from initial concept to final delivery with a focus on improving usability and reducing customer support volume.

Optimized key user flows by identifying pain points and refining designs through iterative testing and behavioral metrics.

Redesigned interfaces across desktop, mobile and tablet to ensure consistency and accessibility while meeting platform requirements.

Created user-centered solutions that balanced customer needs with business objectives for high-impact interactions.

Partnered with developers, product managers and researchers to ensure proper implementation and team alignment.

Reduced support calls by simplifying complex service management workflows through strategic design improvements.

Payment Software Design: Designed user-friendly interfaces for payment software tools that manage and retrieve extensive data (BI), collaborating closely with the product team to re-develop the Cloud Solution for clients in the payment industry.

Wireframes & Prototyping: Created wireframes, rapid mock-ups, and interactive prototypes weekly, ensuring alignment with the product roadmap and user-centered design principles.

Stakeholder Communication: Played a key role in presenting designs to executives, the internal design team, and other departments including Sales, Marketing, and Support, ensuring designs met stakeholder needs and effectively communicated project goals.

Collaborative Teamwork: Worked across multiple projects, demonstrating the ability to create user-centered designs for complex software tools while collaborating with cross-functional teams.

UX Reviews & Iteration: Conducted weekly UX reviews with the team, refining and finalizing designs based on customer feedback to continuously improve the user experience.