Professional Experience
I lead global design teams at top tech firms, creating user-centric digital products to enhance customer experience.
Dell Technologies
Sr Manager, Product Design
02/2022 - 09/2024
Led and motivated global design teams of over 20 members focused on enhancing the buying experience for enterprise customers on dell.com and improving the customer journey using online tools. Introduced a new staffing model that increased team productivity, efficiency, and employee retention. Streamlined design processes to boost efficiency and ensure high-quality results. Worked closely with various teams to align design with business goals and user needs, creating effective user experiences. Defined and monitored key performance metrics for data-driven evaluation and ongoing improvement. Partnered with leadership to develop and implement a robust design strategy that matched team efforts with organizational objectives.
Senior UX Program Manager
02/2017 – 02/2022
Successfully led end-to-end execution of complex UX projects, fostering collaboration between cross-functional teams. Managed and mentored UX designers, driving their growth and project success. Optimized UX processes, ensuring efficient and high-quality project delivery. Aligned UX deliverables with business goals and user needs for engaging experiences. Presented UX strategies and deliverables to stakeholders and executive leadership. Managed project timelines, budgets, and resources, consistently delivering on schedule. Identified and addressed project risks, implementing effective mitigation strategies.
Texas Mutual Insurance
Product Management – Process and Technology Initiatives
06/2015 - 02/2017
Both consulted and led multiple cross functional teams in implementing new processes, process improvements and automation, programs, and technology. Quickly learned and defined company processes by interviewing subject matter experts and stakeholders. Introduced and conducted multiple Customer Journey mapping exercises to identify opportunities for improving customer engagement. Prepared and presented in-depth make-vs-buy analyses on potential ventures to executive staff. Coordinated cross-functional teams to design and implement a the company’s first mobile application that guided customers through claim initiation, providing the nearest emergency room, and follow up engagement to include notifications, e-signatures, and recovery advice.
Texas Department of State Health Services
IT Business Analyst (Project Management, Business Analysis)
03/2015 - 06/2015
Liaison between the State department’s “Women, Infants, and Children” (WIC) business group and WIC IT Applications Development. Transformed high-level business requirements into functional specifications for the IT organization and managed all revisions. Lead the development and implementation of a complex new month end financial (“Cost Neutrality”) report with the guidance of the business mathematician. Introduced new time tracking reporting procedures to improve accuracy of time reported.
Windhaven Insurance
Product Management – Technical Solutions
02/2014 - 01/2015
Collaborated with Windhaven’s Executive staff and IT as the liaison and industry expert. Managed the implementation of several technical solutions such as the company’s first customer facing online comparison quoting application, and first mobile application. Led project planning, requirements gathering, procurement and management of third-party APIs, and adherence to insurance regulations.
Progressive Insurance
Product Management – API Development
02/2009 - 02/2014
Supported Progressive.com’s “Comparative Rating Experience” API within the Comparison quoting experience. Converted competitor filings and regulatory rules into mathematical formulas to create clear business and technical requirements complete with rule logic for rate calculators. Programmed backend logic of rate calculators using a business rules engine, while leading front-end developers and Quality Assurance Analysts. Supplied, prepared, and presented competitive intelligence research and briefings (colloquium, cross-functional write-ups, and Ad Hoc reports) to Progressive’s executive staff.
Comparative Research Specialist (Competitive Intelligence, Vendor Management)
02/2007 - 02/2009
As a Research Specialist at Comparison Rating Group, conducted industry research, managed vendors, and collaborated to ensure Progressive's rating system accuracy. Validated rates, analyzed competitors, and addressed glitches to maintain system integrity. Assisted Business Analyst in competitor analysis and regulatory interpretation. Managed team assignments and provided new member training. Accountable as Account Manager for external vendor, enforcing contracts and resolving issues. Introduced JIT ordering, cutting project costs by 58%. Enhanced product tracking in Excel, reducing bill reconciliation time from 4 hours to 20 minutes.
Processor (P&C underwriter)
02/2003 - 02/2007
As an insurance processor, successfully obtained Property and Casualty license in several states to review and release changes made by non-licensed processors and call center representatives according to MPLA standards. Performing this role required the ability to interpret rules and regulations at a mastery level for multiple complex states; and to give feedback to and train peers. The role also required handling complex requests from customers/agents that required complex work-arounds due to system limitations.
Customer Service Rep
02/2000 - 02/2003
As a call center representative, effectively managed a high-volume of inbound calls from customers and agents regarding insurance policies.