Resume

Jan 2023-Current

Spearheaded the development of a customer experience design strategy incorporating emerging trends in the emergency management field
Lead the implementation of comprehensive customer feedback collection system-surveys and data collection templates for real time use-leading to a deeper understanding of customer needs and satisfaction levels
Responsible for developing workshops and project plans that aligned with business KPIs
Collaborated with stakeholders to establish partnerships that built out a new line of effort within FEMA
Communicate strategy and ensured organizational buy-in by leading workshops, developing executive level briefs and reports, and designing templates.
Utilize collaboration and design tools, including Mural and Adobe Creative Suite to create personas, process flows, journey maps, and service design blueprints in a client-ready deliverable format
Facilitate workshops and interviews to identify, explore, and comprehend pain points and opportunities using cognitive walkthroughs assessments
Create internal training programs, facilitator guides, and standard operating procedures to ensure consistency
Provide human-centered design guidance, expertise, and project management for the implementation of new front-end displays for My Navy HR systems
Manage software alternative analysis, concept of operations, and technical deep dive discussions to ensure scoping for software transformation efforts is in alignment with policy

Jan 2019-Oct 2022

Conducted requirements-gathering interviews; designed and implemented user surveys; facilitated contextual inquiries and user tests of prototypes
Planned and facilitated workload assessment for substantiated solutions for displays
Generated and implemented user-centered design by creating user research methods, incorporating data, customer feedback, and technical risks and opportunities
Designed low-fidelity and high-fidelity prototypes to investigate user behavior via subject testing
Developed and analyzed existing naval platform interfaces to ensure high-quality system design with respect to human limit conditions in the aviation environment based on usability, operability, and workload assessment and performance assessments
Conducted qualitative and quantitative data analyses from focus groups, surveys, and user testing

Jan 2020-May 2020

A competitively positioned role designed to build engineering and quality management skills
Facilitated and planned in supplier quality improvement plan by developing and implementing vendor performance metrics and reporting
Created process documents to ensure accurate reporting metrics which improved performance metrics reports
Participated as a manufacturing and quality representative in several program reviews and milestone events

Education