Professional Skills

  • Big-picture strategy

  • Professional Services operations

  • Highly effective remote worker

  • Building customer relationships

  • Results-driven, even with limited information

  • Research and process improvement

  • Customer experience innovation

  • Agile & Waterfall

Design Management Skills

  • Managing large and small conversational design teams

  • Digital Strategy

  • Contact Center automation, CCaaS design

  • User-centered Design

  • Voice and Chatbot interface design

  • Branding & Persona

  • Conversational AI

  • Agentic AI

  • Natural Language Understanding and Processing

  • Semantic tagging and categorization

  • Speech Science

  • Omnichannel SaaS and eComm

  • Software, Financial, Healthcare, and Utilities Vertical Expertise

Hard and Soft Skills

  • Advanced data analysis

  • Excellent presentation skills

  • Expert qualitative research methods

  • Metrics Design

  • MySQL

  • Professional-quality musician

  • Willing to travel

  • Intermediate Portuguese fluency

Experience

 

Blink UX
Kore.ai/Mphasis, Remote

Conversation Design Director, Professional Services Team (Jan 2023 - present)

  • Lead a team of 10 direct report designers

  • Design conversational flows for IVR and Virtual Assistants for large enterprises

  • Coordinate the staffing and resourcing for the design across dozens of international projects

GoTo (formerly LogMeIn), Boston, MA

Senior Conversational Designer (May 2019 - Nov 2022)

  • Designs and develops marketing/sales chatbots for internal product line, generating over $12M in added revenue annually

  • Gathers and documents extensive requirements for each product bot

  • Develops appropriate bot personas to align with the respective product marketing and corporate branding

  • Uses metrics to guide design and best practices

  • Builds demos and prototypes to illustrate functionality

  • Guest Speaker: CXNext Live: 5 Steps to Chatbot Success: Best Practices from a Master Bot Builder

  • Guest Speaker: AMA: Becoming a Conversation Designer or Developer

  • Guest Speaker: #VoiceLunch: Things I Learned From Semantic Tagging

  • Guest Speaker: Voice UX MeetUp: One Does Not Simply Build a Chatbot

Nuance Communications, Inc., Burlington, MA

Senior Conversational Experience Designer, Professional Services  (2005 - May 2019)

  • Lead and managed design teams on large-scale enterprise inbound and outbound VUI deployments

  • Provided design leadership around the user experience

  • Built vision clips for pre-sales customers

  • SME Teams: Sales Support, Agile, KPI, Recovery Behavior

  • Coordinator for the Global CxD Professional Development Lecture Series

  • Provided metric-based usability recommendations for more than 700 enterprise systems - a key feature for retaining over 90% of auto attendant customers on maintenance YOY

  • Collaborated with the sales engineering team to translate business requirements into systems solutions

  • Defined the analysis report offering for all customers across verticals, including Fortune 100 companies

  • Developed best practices and knowledge base for the product line

  • Created training webinars and written materials to supplement the product documentation

Adjunct Mathematics Professor  

  • Cuesta College, San Luis Obispo, CA

  • Allan Hancock College, Santa Maria, CA

  • Merrimack College, N. Andover, MA

  • University of Massachusetts Lowell, Lowell, MA

United States Army, Fort Hamilton, Brooklyn, NY

  • Primary Leadership Development Course

  • Army Commendation Medal

  • Army Achievement Medal

  • National Defense Service Medal

Education

  • University of Massachusetts Lowell, Lowell, MA — Ed. D., All but dissertation

  • University of Massachusetts Lowell, Lowell, MA — MS, Mathematics

  • Cornell University, Ithaca, NY — BA, Mathematics