Talkdesk

Talkdesk is a cloud contact center company hosting a SaaS enterprise platform.
- Leading a team of 3 designers to deliver an early access launch of Talkdesk Case Management, that will reach over 20 SMB customers, their 1k users, and bring in over $1M in projected revenue.
- Redesigned the omnichannel issue management experience, partnering with Product, Engineering and executive stakeholders, to integrate it across the CCaaS product suite and CX platform.

Principal Product Designer, CCaaS

- Facilitated cross-functional collaboration between product teams in the US, China, and Portugal, addressing touchpoint overlaps in feature integrations, product roadmaps, and strategy alignment.
- Hired and managed a global design team, composed of 5 Product Designers, to scale operations between the US and China.

Senior Product Designer, CCaaS

Narisa Yap Designs

Lead role at design consulting company open to new contracts and partnerships.
- Executing the strategic design, direction, and user-focused experiences of digital products, from start to finish. 
- Conducting User Research studies and collecting accurate user feedback for product development and customer adoption.
- Developed comprehensive identity branding for early-stage startup ventures, including graphic, brand, and web design.
- Led skill-sharing workshops, in collaboration with design peers, to mentor new designers in the field.

- Clientele includes: 
  +  Abercrombie & Fitch
  +  Artist Taraneh Hemami
  +  Artist Eddie Colla
  +  California College of the Arts
  +  Gap, Inc.
  +  MyUmbrella
  +  Santa Clara University
  +  Sapere
  +  Studio Interim
  +  Teance

Lead Designer

Invesco US

Invesco is an investment management corporation. This role was part of Jemstep, a FinTech startup acquisition. 
- Launched Citi Wealth Builder, a white-label, robo-advisor platform that reached $2M AUM in the first 6 months. 
- Led the design and direction of 3+ personal finance and financial advisor apps for mobile and desktop users.
- Evolved design operations, documentation, and emerging systems which resulted in a 50% increase in team efficiency.
- Mentored and onboarded two designers on internal best practices, UX Design, and financial literacy.  
- Evangelized design value and impact in cross-functional teams distributed in North America, South America, Africa, and Asia.

Senior Product Designer, Jemstep

MyUmbrella

Consultant at a social media company focused on LGBTQA+ community building.
- Improved upon the initial mobile app framework through workflows, interface, visuals, and content design.
- Developed B2C product features driven by business needs, target user data, and engineering input. 
- Oversaw the hiring and management of a design intern.
- Contributed to business planning, company direction, and pitch presentations.

Lead Product Designer

RSA Security

RSA is a cybersecurity company offering enterprise platforms and SaaS applications. This role was part of PassBan, an authentication startup acquisition.
- Designed an identity and access management platform for mobile and desktop, that leveraged multi-factor authentication.
- Launched RSA SecurID Access to over 40k enterprise customers, with secure integration for on-site and cloud-based apps.
- Contributed to a new design system with UI and UX documentation to establish consistency across the product suite.

UX Designer

Loakal

Management role at a retail boutique and art gallery.
- Effectively trained new employees on retail procedures and customer service standards. 
- Conducted routine store visits to ensure consistent visual branding and merchandise placement. 
- Encouraged new business through regular floor set-ups of store displays and products. 
- Initiated effective merchandising policies to support business objectives. 
- Presented market analysis to acquire new products with similar brand aesthetic. 
- Supervised a precise inventory of vendors and products.

Retail Store Manager

fiftyseven-thirtythree

Apparel design role at an apparel company.
- Collaborated with Art Director to compose new design strategies.
- Comprehensive involvement in handmade apparel production every season. 
- Expedited custom production projects to meet high-demand turnaround. 
- Provided expert consultation on product construction and materials.

Production Designer

Customer experience role at an apparel company.
- Achieved top-grossing sales earnings and fulfilled loss prevention standards.
- Managed customer transactions in purchases, exchanges, returns, and discount sales.
- Established friendly rapport and provided professional customer service.
- Orchestrated visual displays of apparel products at retail store and at vendor booths for sales events.
- Instrumental in screen printing production and sewing of handmade garments.

Apparel Sales Associate

Athleta

- Exceeded senior staff objectives in managing 2010-2012 catalog layouts.
- Invented effective development processes to resolve outdated procedures 
- Established innovative design system and successful multi-team collaborations.
- Mentored interns, peers, and supervisors in design software training.

Fashion Merchandising Intern

- Designed Fall 2011 accessories capsule collection. 
- Crafted detailed CAD sketches and tech packs. 
- Developed seasonal color palette names and swatches. 
- Oversaw digital CAD, textiles, and print archive.

Apparel Design Intern

Mountain Hardwear

- Redeveloped reflective trim graphics for Fall 2010 apparel products
- Constructed CAD sketches of apparel, accessories, and trims for tech packs
- Contributed to sales meetings for debut of seasonal collections and vendor informational sessions
- Managed and organized the company inventory of apparel, textiles, and trims

Design Intern

Merging a background in User-Centered Design and Product Development, I help companies launch end-to-end, data-driven customer experiences that lead to high engagement and product adoption. Proven industry experience and successfully launched products in CCaaS, CX, Fintech, and Security.

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