About Me

Current Project:

Developed and implemented business structure for Bitcoin Mining

• Operations Hosting facilities selected, equipment purchased and implemented

• ASICs Online and Hashing split between two automated pooling partners.

• Designed and built an in-house multi-disciplinary Digital UX/CX Program and Product Management Team to support Western Digital’s global web properties, available in 22 languages. 

• Designed Org to include Visual Design, Product Design, UX Content/AI, UX Research/Behavioral Science, and Product Mgt to ensure customer centric, data driven design practices.

• Directed development of Design System to accommodate global presence.  

  • Accessible to WCAG 2.1 AA compliance, and therefore 508.

  • Responsive components support multi-lingual, multi-directional presentation across various view ports.

• Developed the growth initiative “One Western Digital” transformative strategy, to align individually branded sites into a single Shop-Learn-Care environment, end-to-end lifecycle approach for B2C/B2B global online presence.

• Created UXR/UXD enhancement loop program that has led to:

  • 33% YOY growth of return visitors (direct traffic), resulting in 129% order increase from repeat buyers.

  • Increase of cart conversions by 14%.

  • Increased adds to cart of internal color drives by 115%.

• Launched omni-channel “Voice of Customer” program in October ‘21 across Digital platforms and Call Centers, to collect actionable customer insights and create a UX/CX KPI framework.

Led cross functional team in spearheading the strategic design, development, and construction of a central Design System; a common set of styles and standards to be leveraged across all of AT&T’s digital properties to include:

• Online properties

• Apps

• DirecTV

• Automotive touch screens

• Home security touchscreens

• Kiosks 

Reusable code of patterns and layouts developed. Implemented a responsive system, driving a cohesive, user-friendly experience across customer touch points, caring for accessibility and FTC compliancy to support all end user types across all screen resolution sizes.

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Improved the coding process by reducing coding cycles through removal of redundant coding activity, by introducing a modularized component code.

• Coding and testing reduced by 30% and product delivery increase 20%.

• Projected 1Y IT savings of $2.8M.

• Simplified component builds limited the need for Agency design resources.  Projected Y1 savings of $1.4M.

• Led an organization of six distributed UX teams made up of 100+ employees and contractors.  

• Managed the direction and execution of the data driven, interactive experience design across e-Commerce Learn, Shop, and Care activities supporting over 5 million visits per month through desktop, tablet, and mobile for small business through enterprise corps.

• Instituted a Lean UX model into Agile development, incorporating ongoing weekly user tests to accommodate multiple sprint team cycles, ensuring Voice of Customer throughout the design and development process.

• Organized a Voice of Customer Center of Excellence for omnichannel customer touchpoint shared learnings.

• Managed a $15 million contracted resource budget while supervising cross-functional teams comprised of:

  • UX Research

  • Information Architecture

  • Visual Design/Multi-Media

  • CMS Publishing and Front End Development

  • Content Writing

  • PMO / Web Producers

• Directed the redesign effort for B2B based on user behavior research, increasing traffic into the purchasing environment by 300% and increasing revenue to top $1B billion the following year. ($7.2B in 2104)

• Through ongoing VOC driven enhancements, increased Customer Satisfaction scores by 30%, leading telecom industry benchmarks.

• Led the industry, first in telecommunication to offer fully automated Small Business program.  

  • Conceptualized and developed an online strategy for Small Business eCommerce.

  • Shifted the primary focus from pushing merchandise, to understanding the needs and challenges of the segment by introducing Product methodology.

• Identified 4 million Small Businesses utilizing Family Plans and requested changes to the company definition of Small Business, increasing the market opportunity for small businesses by 25 million customers.

• First to market with an end-to-end, automated online business account application, purchasing process, and account management for Small Business, putting Cingular in an industry leading position for SMB self-service.

Led projects for multiple organizations, offering strong business solutions and strategic insight to advance the programs. Spoke to the challenges that would be present in solving for international information synchronizing through language and security protocols as the initial hurdle. Collaborated with the eCommerce team during a large merger, focusing on consumer migration and defining web issues in the functional and customer experience perspective.

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• Centers for Disease Control: Increased relevancy of content delivery to the end user, with billions of content artifacts, and multiple audience segments (from layman to scientific researcher), making relevant information easily retrievable. Conceived and commanded the development of the “go-forward” strategy, recommending a combined solution of search protocol and faceted navigation. 

• PEPFAR (President’s Emergency Preparedness for AIDS Relief): Led strategic discussion workshop during the discovery phase for a U.S. State Department sponsored program to create a central repository for all AIDs related research currently available worldwide.