Hi, I’m a New Orleans-based UX researcher rooted in people.
Translating the end user experience into action steps for your Product Team.
Dedicated to assisting you create exquisite products for the people that actually use them!
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Work Experience
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Snappy Jan 2022 – March 2025
Senior Customer Experience Specialist
(Remote)
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Snappy May 2020-Jan 2022 Customer Experience Specialist
(Remote)
GlogauAIR Aug 2019-Mar 2020
Assistant Curator (Berlin, Germany)
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Domio Jan 2019 – Aug 2019 Guest Specialist (New York City)
Outside Work Experience
Black Joy Collective June 2020 – October 2020
Social Media & Operations Manager
(NYC, Remote)
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Optimized customer journeys, increasing satisfaction by 5% over 1 year by implementing process improvements based on data and feedback.
Led seasonal team scaling, training 5–20+ employees during peak periods, ensuring all teams met performance benchmarks.
Evaluated and integrated automation platforms, including AI chatbot creation, reducing first response time from 12.4 Hrs to 8.3 Hrs during our busiest 4-month season.
Spearheaded platform onboarding, ensuring smooth adoption across teams and maintaining operational efficiency.
Streamlined stakeholder communication, aligning internal teams, clients, and admins to drive efficiency by helping Product build an internal communication platform to replace emailing with order-specific communication.
Resolved high-stakes escalations, balancing customer satisfaction with business goals.
Created a process for post-escalation tracking to clarify issues for future agents.
Brought resolution time from 1 week to 6.4 Hours over 1 year through implementing a training chatbot for new agents and a chatbot for our recipients.
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Maintained a satisfaction score of 97% for our Partnership inquiries, resolution time of 23 Hrs, and 80% SLA--consistently exceeding our CX goals.
Trained and managed new employees to maintain a satisfaction score of 95% during our busiest 4 month season.
Developed a scalable knowledge base, integrating AI chatbots to streamline onboarding and support processes. This cut down training from 1.5 months to 3 weeks saving the organization valuable onboarding time.
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Organized 6+ Artist Talks, each attracting 50+ attendees, while managing social media, promotions, and event coordination.
Executed 2 Open Studio events featuring 13 artists and 600+ attendees, overseeing all aspects of event execution and attendee engagement.
Managed social media strategy, content updates, website coding, and scheduling to drive event participation and awareness.
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Delivered high-touch customer interactions in a fast-paced startup environment, contributing to brand loyalty and customer retention.
Communicated critical customer insights to leadership, shaping policies and improving training programs.
Trained employees on new platform implementations, creating higher response time efficiency.
During the peak of the pandemic my friends and I operated a National mutual Aid Effort to spread Black Joy.
I created systems to coordinating Gift Delivery and manage requests including iterating on our initial process so that our second round took 1/2 the amount of time.
Handled, budgeted and distributed thousands of dollars through two cycles of fundraising.
Created a brand voice, logo, graphics and an Instagram account that amassed 1,301 followers.
Hosted a virtual fundraiser that featured international Black Queer artists and raised 3K.
Tools and Technology
Zendesk, Front, Kustomer, Automation Tools, AI Chatbot Development, Platform Onboarding
Soft Skills
Customer Satisfaction Management, Stakeholder Management, Leadership & Team Management, Cross-functional Collaboration, Internal & External Communication, Instructional Training, Crisis Management
Process Management
Customer Journey Optimization, Retention Program Development, CX Performance Tracking, Issue Escalation Oversight, Seasonal Workforce Scaling, Data-Driven Decision Making, AI & Automation Integration
Education & Certifications
American University - BA. Communications, Minor Psychology
(Washington D.C 2018)
Columbia University - UX/UI Engineering Bootcamp
(New York 2024)