In addition to my role as a customer service specialist, I have completed UX projects for my company. I took ownership of a project to redesign and update our support website using user-centered design practices. I did a competitive analysis, and I created sketches, wireframes, a style guide, InVision prototype, and carried out user testing for this project. After getting approval from stakeholders, I implemented the visual design updates using HTML and CSS.

I am currently working on a project to create customer journey maps for my company. I have created personas, empathy maps, and customer journeys to help our team empathize with customers and find opportunities for growth.

As a customer service specialist, I manage my time well to respond to a high volume of customer inquiries and requests. It requires me to be well-organized, pay close attention to detail and be deadline oriented.