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Work Background
Florida BlueSr. Manager, Human Centered Service Designer
Nov. 2022Remote
EZ-CRETE LLCHead of Operations and Product Development
May. 2021 - Aug. 2022Keene, New Hampshire, United States• Create a working culture that balances happiness and fulfillment.
• Support the team as a service-leader by empowering those to feel confident in their role, create an engaging work place and educate with new skills and tools to use in their everyday lives. • Create workflow for a holistic experience with a CXO (Chief Experience Officer) mindset, design experiences for both team members and customers that give EZ-Crete the brand reputation of transparency, integrity and kindness.
DrinkworksCX Manager
Jan. 2020 - Jan. 2021Bedford, Massachusetts, United States• Designed 25+ nation-wide experiments to optimize elements of ad sets and creative sets for social media advertising, email communication and audience targeting, resulting in a 60% reduction in cost per acquisition and delivering insights for all reach channel communications. • Strategized digital referral program, contributing to 7% of annual revenue through new household penetration. Working with software engineers, developers and UX designers to optimize the overall programs CX/UX. Multiple campaigns including BTB and BTC.
• Developed CX programs from pitch deck, to budget approval, to launch; by partnering with UX designers, engineers, consumer researchers, 3rd party vendors and research agencies to define programs for best in class experiences optimized for the end user, resulting in a maximized and measurable ROI.
• As a part of my CX passion, I worked with a creative team to develop "How to" videos for Drinkworks products to make the experience pleasant and seamless for each user. See media link.
DrinkworksHuman Factors Engineer
May. 2018 - Jan. 2020Burlington, Massachusetts
SharkNinjaSenior Product Developer
Jan. 2018 - May. 2018Needham, MA• Corded category leader of the Shark brand, defined product requirements of 8 corded vacuums at once, all projects maintain a 4.3 star rating or higher currently in the market (corded category makes up more than 25% of sales at Shark)
• Reconstructed life testing requirements and gained 50% more accuracy to consumer usage and decreased testing time by 50% and reduced out of scope failures by 100% (saved business 107.6k in testing costs per month)
• Led first Japanese product to launch in Japan from Shark by evaluating Japanese consumers cleaning habits over 5 months
• Reduced hand vac leakage through RCA (Root Cause Analysis) to create an air tight seal, creating 99.95% filtration claim and increased product value in Japan by 15%
• Created protocols, tested and validated competitive claims for on-box and infomercial claims which created higher brand awareness, increasing product value by 50% (majority of Sharks brand value)
• Managed a team of 2 human factors engineers, guiding and mentoring through research projects and product development phases
• Updated CEO, President, and VPs of all cross functions on all user studies, research plans, testing plans, results, hypothesis and conclusions on a weekly basis – reduced my managers face time requirements with executive by 20% per week
SharkNinjaQuality Engineer, International
Apr. 2016 - Dec. 2017Greater Boston Area• International Travel to manufacturing facilities, decreased product failures by 10% on average with root cause analysis of failure modes found from manufacturing practices
• Managed the quality and testing activities for 30+ projects a combination of NPD and SKU extensions
• Familiar with compliance requirements on a global scale (Brazil: IBAMA and InMetro, France)
SharkNinjaQuality Engineering Co-op
Jul. 2015 - Jan. 2016Newton, MA• Designed and documented tests for testing technicians to run life tests on kitchen products – reduced testing time for technicians by 6 hours a week, increasing volume of testing that could be completed by 15% / week
AbiomedMechanical Engineering and Design Co-op
Jul. 2014 - Dec. 2014Danvers, MADesign test fixtures for characterization and verification of new products using Solid Works and assembling parts.
Create new tests and write test plans for new products using various tools like labVIEW, Instron, or Keyence.
Perform testing on new products for verification and characterization. Complete full documentation processes for proper filling and recording of all data and engineering reports.
ConforMIS, Inc.Quality Engineering Co-op
Jul. 2013 - Dec. 2013Greater Boston AreaCalculated professional statistical analysis on surgical complaints of prosthetic knees in Excel. Managed inspection room and completed a time study; documenting results for manufacturing engineer
Executed numerous inspections of prosthetic devices as well as DHR reviews
Gained knowledge of FDA regulations, Specifically 21 CFR part 820.
22 Bowens Wine Bar & GrillWaiter/Busser
Jun. 2012 - Sep. 2012Providing an excellent fine dining experience, treating each guest with highest respect
Memorizing all menu items, and having an idea of what wine to pair with the entreé
Northeastern UnviersityUsher
Jan. 2012 - Mar. 2013Provide information to audience members about seating, start times, and direction.
Enforce and regulate rules in a theatrical and show environment
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