Projects
A ground-up Help Center reconstruction with a UX focus
Managed a complete reimagining of the company help center to provide a better user experience and streamline search results. This was a cross-departmental initiative involving stakeholders from the Marketing, Product, Sales, Legal, and Support Teams. Leveraged individual team members' expertise and proactively escalated roadblocks to meet 100% of project deadlines.
Developed and executed a company onboarding process
Led a multi-month project to create the company's first official onboarding program, including drafting a training process from scratch, creating original training materials, and creating an internal knowledge base. Conducted weekly brainstorming sessions to drive personal ownership of project by team members. Utilized an agile framework, allowing the team to respond to change, while delivering the project ahead of schedule.
An overhauled ticketing system to improve reporting data
Managed an overhaul of the company-wide support ticketing system, to provide clarity into customer issues and a streamlined UX experience. This project resulted in a 26% improvement in transparency into customer issue types, which informed targetted email campaigns to better meet customer needs.
An assessment of reported juvenile Atlantic Tarpon habitat sites in southwest Florida
Managed the planning and execution of a new research project, which included creating a schedule, conducting extensive fieldwork, and collecting data related to habitat quality and fish presence at over 40 reported juvenile tarpon habitat sites. Report available upon request.