About Me.
Curious design thinking strategist, facilitator, & researcher with a passion for utilizing collaborative approaches that drive digital transformation. As an empathy driven solution consultant, I help teams gather, synthesize, and discern data insights that create innovative customer & employee products, services, and experiences. I enjoy coaching and facilitating sessions that build insights and lead to strategic outcomes that help companies make important design decisions.
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An outdoor enthusiast who likes to travel, hike, and run!
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Skills
Design Thinking|Facilitation|Reseach|Strategy|User Testing|Agile|End to End|Data Analytics|Product & Project Managment|Planning & Coordinating|Mural/Miro|SharePoint|Figma|Adobe
Work Experience
May 2022-Current
Design Thinking Coach
American Airlines
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Facilitate and assist with design thinking sessions and workshops for large cross functional teams across the enterprise.
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Speaker at multiple conferences sharing and teaching Design Thinking to others.
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Community of practice lead, created strategy, framework, and recruited committee for continuous growth of the Design Thinking practice.
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Support Digital Platform and User Experience groups with design thinking coaching and facilitation needs.
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Analyze workshop insights to create meaningful deliverables and build strategy for leaders and executives.
March 2022 - May 2022
UX Researcher
Firecat Studios
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Heuristic Evaluations – United States Air Force
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Usability Research and Testing – City of San Antonio
Jan 2022 - May 2022
Interaction Design TA
University of North Texas
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Teaching 40+ people about systems and transformation and how it impacts product design.
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Applying design thinking to build workshops, activities, and projects for two different classes.
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Performing user research and design with real clients to build proof-of-concepts.
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Working on service design projects for NASA and the Smithsonian Museum.
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Performing heuristic inspection, accessibility audit, and usability testing for new UX tool.
June 2019 - Dec 2021
CAT Claims Adjuster
Liberty Mutual
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Reviewed 2,000+ records and interviewed key stakeholders to identify gaps and issues.
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Presented monthly reports to executives to show adjustment team progress based on KPIs.
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Wrote detailed reports that included damage summaries, payments, coverage, etc.
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Created property sketches (exterior and interior areas) using measurements and photos only.
Jan 2018 - Dec 2021
DEI Ambassador Lead
Liberty Mutual
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Collaborated with cross-functional team to create and update DE&I implementation plan.
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Created digital and printed assets to showcase DE&I success stories across the company.
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Planned and launched “Leaders as Allies” event with over 200 people attending the event.
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Conducted, analyzed, and interpreted post event surveys to gain insights for future events.
June 2016 - May 2019
Team Lead Supervisor CX Liberty Mutual
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Managed 9 agents with different backgrounds, training needs, and professional development.
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Built executive scorecard using real-time data for trending analysis to improve labor operations and CX.
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Led weekly training sessions to improve operational efficiencies and meet site targets.
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Researched and implemented procedures to assist with policy solution consulting.
Education
2019 - 2022
MA in Interaction Design
University of North Texas
Developing leaders, driving innovation and discovering the future.
This is IxD.
The Master of Arts degree in Design has a concentration in Interaction Design, IxD. Offered through UNT's College of Visual Arts and Design, the M.A. in IxD program is the only one in the North Texas region. Design thinking and human- and humanity-centered design are at the heart of this graduate program.
2012 - 2015
BA in Psychology
Minor in Business Management
University of North Texas
The Department of Psychology curriculum offers a program designed to expose students to the various perspectives that make up modern, academic psychology: historical and theoretical perspectives; psychological development; and social, multicultural, clinical, cognitive, and biological approaches.
