• Redesigned internal CX tools, slashing shipment triage times by 3X and expediting customer issue resolution.

• Streamlined the shipment workflow into a single page, reducing clicks by 50% and improving completion time by 30%.

• Conducted user interviews with CX and Legal teams to understand their interaction with internal tools, pinpointing UX improvement opportunities.

• Developed a backlog to prioritize UX fixes, customer enhancements, and design debt for optimal ROI.

Championed the design strategy for a new customer-facing application. This included building a lightweight, scalable design system with reusable components and email templates, and crafting user interfaces and workflows.