✔️ Scoped and estimated design work for 7 concurrent initiatives, adjusting plans as priorities evolved and ensuring timely delivery.

✔️ Led analysis and redesign of 21 conversational journeys, identifying opportunities to expand AI automation and improve intent recognition.

✔️ Designed and refined end-to-end conversational flows and call paths, reducing customer friction and increasing successful task completion by 42%.

✔️ Collaborated with technical partners to leverage NLP, machine learning, and AI platforms, contributing to improvements in intent recognition accuracy and response quality by 57%.

✔️ Improved IVR containment and deflection by 60%, helping reduce transfers to live agents and support more efficient customer operations.

✔️Contributed towards establishing conversational design guidelines, standards, & a design system library used across 6 teams

✔️ Led the development of multiple gTech Pixel workflow designs, achieving a 98% average quality score.

✔️ Collaborated with agile cross-functional teams to define design feasabilities and cost constraints to deliver projects on time without affecting quality, often deducting 15% estimated time.

✔️ Achieved 30% usability improvement by optimizing workflows used for mobile, web, and A.I conversational chatbots through an iterative, quantitative, user-centric approach.

✔️ Delivered actionable data-driven UX strategy artifacts that ensure business & user alignment.

🥇Our MVP was presented at the Write the Docs conference in Portland 2022

✔️ Utilized systems thinking approach to develop and advocate for design ideas on results-driven data.

✔️ Captured qualitative and quantitative insights via A/B testing and iterative concept exploration.

✔️ Managed workshops to identify improvements for responsive, scalable, reusable widgets.

✔️ Crafted a scalable, brand-aligned design system with consistent layouts, colors, and iconography.

✔️ Presented to stakeholders my rationale for my design decisions based on iterative feedback.

Onboarded onto Accenture

✔️ Communicated insights and design rationale to a multidisciplinary team of stakeholders.

✔️ Designed high-fidelity mockups, prototypes, and documentation based on business requirements, while ensuring style guide consistency and software requirements are met.