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Work Background
Adblock, Inc.User Researcher
Jun. 2023Created the UX Framework and over all research strategy for the consumer side of business. Utilized design thinking techniques to uncover user problems and challenge existing assumptions in order to create the right solutions. Presented actionable insights that improved onboarding, in product messaging, enhanced usability and feature implementation.
Conducted qualitative and quantitative research. Including, moderated and unmoderated usability studies, surveys, user interviews, and competitive analysis. Delivered UX artifacts including experience maps, user personas, user stories, and wireframes. Lead all UX research activities in the B2C segment of business and insuring alignment between UX research and business OKRS. Collaborated in cross functional environments, providing and receiving feedback from designers, product managers, and other key stakeholders.
Adblock, Inc.Sr. Support Manager /UX Researcher
Nov. 2021Over seeing the support strategy, assiting with help desk management, coaching/mentoring, other people management duties. Designing, conducting user research plans. Presenting qualitative and quantitative research to the product teams. Collaborating with Designers, Product Managers and other stake holders on improving the overall user experience.
eyeoSupport Manager
Jul. 2017 - Nov. 2021eyeo is a German software company most notably responsible for the ad blocking software Adblock Plus. My main duties here include managing the support team, developing processes, and organizing support to consistently deliver a top notch support experience for our users. I’m also involved in user research, moderating usability interviews, creating surveys, recruiting user panels and providing insights to our product teams.
AppleSenior Advisor
Dec. 2013 - Jul. 2017Technical escalations for consumer devices Communicate with engineering teams on emerging issues
Coaching and mentoring level 1 technical teams Backfill Manager
Assisting with managerial duties Quality Assurance
Coaching
Team Building
AppleTechnical Support Specialist
Jan. 2012 - Dec. 2013In charge of troubleshooting mobile devices
troubleshooting software applications
Icod IncAccounting Manager
Jan. 2009 - Jan. 2010Monthly Financial Reports
Bank Reconciliation
Purchase Orders
Online Banking
General Accounting Duties
TeleNet Marketing SolutionsIT consultant/ Lead Generator
Jan. 2007 - Jan. 2008In charge of lead generation in marketing campaigns for Hewlett Packard
In charge of communicating with and collecting data from CIOs,Corporations for market
research for HP.
In charge of uncovering the Technology needs of prospective and current clients, and offering
an appropriate IT solution based on their needs.
Self employedFreelancer
May. 2005 - Mar. 2012Marketing, Lead Generation, Accounting, Help Desk operations/Technical Support.
Dial America Marketing IncTele-service Rep
Jan. 2005 - Jan. 2007In charge of assisting small business owners with Quick books merchant services.
Introducing new financial software to small business owners.
General Office Duties
Handling customer service issues
ACCOMPLISHMENTS:
book on customer service and remote call center management will be published next
year
I’ve manged to be at least part-time self employed since high school
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