San Francisco, California, United States
With over a decade of experience across fundraising, program training, and client operations, I have dedicated my career to understanding what drives user engagement and satisfaction. I specialize in taking unstructured environments and building the processes needed to scale, using a unique blend of empathy and logic to drive efficiency. I combine the relationship-building skills of a fundraiser with the analytical mindset of a product designer to bridge the gap between "people problems" and "process solutions." I leverage my training in Product Design to look at operational bottlenecks through a user-experience lens, asking: "How can we make this process intuitive and frictionless for the team?" I aim to analyze the ecosystem to ensure our internal operations genuinely solve user issues. I am known for being a flexible, stabilizing force on fast-moving teams. Whether navigating the complexities of a non-profit or the pivot-heavy nature of a startup, I focus on creating efficient processes that allow teams to do their best work.
• Led the end-to-end implementation of client onboarding workflows, applying design thinking to ensure seamless handoffs and reduce friction. • Mapped and optimized internal and external user journeys, identifying bottlenecks and recommending UX improvements based on feedback and data. • Collaborated cross-functionally with product and engineering to define and improve customer-facing processes, acting as the voice of the user in cross-team initiatives. • Developed documentation and processes that increased team efficiency and improved the client experience lifecycle.
• Conducted qualitative research via user feedback and support data to identify pain points and shape customer strategy. • Helped refine customer education materials for improved usability and clarity. • Collaborated with design and product teams to align business goals with customer needs. • Advocated for feature updates and enhancements based on client feedback and usage trends.
• Designed and facilitated employee onboarding programs, creating engaging learning experiences tailored to diverse user needs. • Organized large-scale training conferences, applying principles of experience design to improve knowledge retention and participant engagement. • Managed a team to deliver projects on time and within scope, using feedback loops and retrospectives to iterate on program quality.
• Mentored college students through personalized development journeys, practicing empathy, active listening, and goal setting. • Created and delivered user-focused training materials; coordinated logistics and led experiential events that strengthened engagement and participation. • Fostered relationships across teams to align messaging and ensure consistency in communication strategies.