Customer Service Manager

ATHERESA BASILE KRAEMER 703-***-****

**** ******* *****, *******, ** 22032 **********@*******.***

http://theresakraemer.carbonmade.com View My Profile [pic]

PROFILE

Over 15 years of "hands on" experience plus managing design teams producing

creative solutions for government and commercial clients. Extensive

knowledge of usability, accessibility, user interface design, UI standards,

user documentation, and requirements gathering.

CERTIFICATIONS - Certified Usability Analyst from Human Factors

International - 2005

TECHNICAL SKILLS/EXPERIENCE

ADVANCED KNOWLEDGE INTERMEDIATE KNOWLEDGE BASIC KNOWLEDGE

Usability/Human Product/Project Management Web Analytics

Factors/User Interface Technical Writing Mobile /Responsive Web

Design Retail/eCommerce/Shopping Design

Accessibility/Section 508 Cart Search Engine

Compliance HTML/CSS/prototyping Optimization

Requirements Writing and Managing Social Media Sites jQuery/HTML 5/CSS3

User Documentation Usability Testing/Focus

Training/Tutorial guides Groups

Wireframes/dynamic and Content Management Systems

paper prototypes Information Architecture

UI Standards/Style guides Knowledge of

browser-compatibility and

cross-browser/platform

development issues

WORK EXPERIENCE

Personify, Interactive - Vienna, VA - Mar 2012 to Sr. UX Designer

Present

Lead the discovery, research and design efforts of e-commerce

implementations as well as clients' websites and web applications.

Designed a new event management module including a user friendly

registration process, website pages, calendar search, and the checkout

process for meetings, webinars, and conferences.

Collaborate and provide training with cross-divisional teams on the

continual development of corporate UI/UX standards.

Consult development team on responsive web design concepts for mobile,

tablet, and desktop layouts.

Work with business analysts to gather client requirements and document

user scenarios.

Design and conduct user research, and in-person and remote usability

testing.

Analyze and interpret user research results, along with industry standard

best practices, to prepare client recommendations.

Use Axure to create dynamic prototypes to demonstrate interactions,

process flows, and page layouts for usability testing and as final

deliverable.

Collaborate with technical teams to ensure accurate implementation on

.Net controls and modules.

Educate internal and external customers on 508 Compliance and develop

best practices.

Cvent, McLean, VA - Sept 2008 to Mar 2012 Manager, User Experience

. Hired and created a new team of Technical Writers, User Interface

Designers, and Front End Developers for the User Experience team within

12 months. Responsible for training, mentoring, and creative direction of

the team.

. Served as Project Manager for a large redesign of our event website pages

by introducing new templates, navigation options, and page layouts that

was designed, implemented, and delivered in 6 months.

. Serve as executive champion and subject matter expert for all usability

issues and concerns to ensure our products are easy to use and accessible

to all users.

. Provide technical support to sales demos and customer service calls as

necessary developing relationships across all departments.

. Consult with product managers on the design and layout of new features in

the various products. Create UI standards, style guides, and user

documentation for internal and external clients.

. Educate staff on the 508 compliance standards and ensure existing and new

functionality in the application is accessible to assistive technologies.

Train QE staff on how to effectively use screen reader software (JAWS)

and web based tools (WAVE) to check for compliancy.

. Monitor and analyze WebTrends reports for user trends in application

across various products.

. Write technical requirements for usability improvements and enhancement

projects for each release cycle.

. Translate business and product requirements into wireframes, screenshots,

and dynamic prototypes using Justinmind.

. Assist Marketing and Customer Service departments as necessary in the

planning and execution of focus groups, surveys, and new release

announcements.

. Assist in the creation of HTML/CSS prototypes, graphical templates, and

screenshots/comps for new features and functionality for each release.

SAIC, Crystal City, VA - Oct 2007 to User Interface Design Engineer

Oct 2008

Responsible for the overall design of the web portal for FMCSA using IBM

Websphere that is visually appealing, user friendly, and 508 compliant.

Work with team to ensure all requirements have been captured accurately

in the screen designs, as well as implemented correctly in the testing

environments and live site.

Create scenarios and user workflows demonstrating the functionality of

screens based on new requirements.

Lead the FMCSA Web team for Usability testing planning and facilitating,

analyzing data, and applying the results to designs.

Lead, facilitate, and formally present to client on usability concerns,

changes, and improvements made to the design.

Maxamine, Fairfax, VA - May 2007 to Oct Senior Manager, General Project Management

2007

. Responsible for gathering requirements, scoping projects, and

communicating with client and internal development teams to ensure

projects are moving forward on schedule and on budget.

. Use SalesForce to follow all sales leads and Dreamteam to enter all

project related issues to track scope, resources, and determine time

needed to complete projects.

. Act as Account Manager to visit clients in DC area to establish positive

relationship with "super users" of our software.

. Assist sales team by participating in sales demonstrations and reviewing

reports with prospects.

. Reviewed customer websites to look for issues in privacy, accessibility,

site quality, and usability to ensure if compliant and following web

standards and practices.

. Travel on-site to customer facilities to train new customers on how to

use our software to successfully scan their site and create custom

reports.

Merlin International, Vienna VA - Sept 2006 Web Content Analyst

to May 2007

Act as liaison between client, management, vendors, and development teams.

Serve as part of a team to design and create an integrated, easily

navigable, Department of Homeland Security (DHS)-compliant, public facing

customer service web portal using Vignette Application Portal (VAP), FAST

Search, Akamai, and BEA Weblogic.

. Created USCIS style guide and ensured site followed government web

standards and procedures.

. Train users on how to use the vignette content management system (VCM) in

creating, editing, and migrating content.

. Create documentation including style guides, wire-frames, processes, as

well as information found from user research.

. Report, track, and maintain all incidents and change requests on all

content related issues and distribute to appropriate team members to

address and correct.

Idea Integration, Fairfax, VA - Oct Lead Business Consultant

2005 - Sept 2006

Served as team lead of analysts and developers through all stages of

application development to include reviewing and gathering requirements,

creation of layout and design, development, and QA testing

Responsible for usability, look and feel, and design of Performance

Management Application for client to be used by HHS, DoD, SBA, and other

government clients

* Administer Usability Tests and UAT while also writing scenarios and test

scripts

* Work with standards and best practices for interface usability and

respond to user testing findings

* Administrator for Microsoft Sharepoint to create, maintain, and update

sites for corporate as well as client projects.

* Create HTML prototypes using CSS positioning instead of tables for layout

purposes

* Responsible for consolidating PDF documents and HTML pages in OPM website

into one usable site - responsible for tagging all PDF and HTML files

properly to ensure documents are accessible

The Teaching Company, Chantilly, VA - Jan 2004 Senior Web Developer

to Oct 2005

. Worked as part of a team to redesign web site which included usability

studies, user research, simplified shopping cart process, and upsell

engine - online sales jumped 8% after launch of site.

. Serve as an in-house consultant in determining the best methods for

presenting company marketing messages online as well as provide input for

user research and usability test plans to increase conversion rates and

overall customer satisfaction.

Researched, designed, created, and helped implement a process for

downloading courses in mp3 and m4b formats for our site.

Design, produce, test and launch HTML e-mail campaigns and surveys using

A/B split tests to determine best designs.

Assisted in creation of special meta tags to track conversion rates and

click-through ratios using WebTrends

Created new QA process for all QA testing on most browsers for MAC and PC.

Cordiem, Inc, Arlington, VA - Aug 2001 to Web Application Designer

Apr 2003

* Work in a rapid development/production environment developing B2B sites

as part of a web team. Evaluate and develop new concepts, style

documents, and corporate branding.

* Participate in wipe boarding and JAD sessions and review use cases to

gather requirements and information needed for UI.

* Develop wire frames in Visio showing page flow, navigation, and layout.

* Responsible for layout, design, and final look and feel of all

applications. Create all HTML as well as some dynamic HTML pages with

JavaScript functions as needed for a ColdFusion environment. Helped in

the creation of user manuals and on-line tutorials for clients.

* Met with users to find there needs to assist in determining functionality

& navigation strategies

* Work with Marketing Manager to create corporate collateral including

company's web site, brochures, technical documents, and graphics for

presentations.

* Provide QA testing by running scripts and reporting defects using

ClearQuest.

Etensity, Vienna VA - Dec 1999 to July Senior Interactive Designer

2001

* Worked on full life-cycle projects by meeting with client, creating

thumbnail sketches and storyboards, designing the user interface, and

producing html pages of finished design.

* Participated in wipe boarding, Visioneering, and JAD sessions to gather

requirements and information needed for user interface design and

discussed usability issues and concerns.

* Trained and mentored associate designers in developing clean and well-

formed HTML as well as create site maps and wire diagrams for web sites.

* As Traffic Coordinator, assigned and delegated assignments to all

designers in creative team. As Production Lead, assisted in the day-to-

day management of assigned projects and ensured that consistency was

maintained throughout the site.

CALIBRE., Falls Church, VA - Aug 1995 to Senior Graphics Specialist/Manager of

Dec 1999 Design Team

* Trained and supervised graphics staff of 5, assigned daily tasks,

performed quarterly reviews, and delegated incoming work for government

clients.

* Assisted in creation of CBTs with sound and video files using Macromedia

Authorware, Flash, and Adobe Acrobat.

* Created and designed company branding, corporate collateral, logos, and

exhibits for tradeshows.

* Communicated effectively with vendors on pricing, selection, and

delivery, making major decisions while staying within budget. Used

PageMaker and QuarkXpress for all print layout material being sent to

outside printers.

EDUCATION

Radford University, 1990, BS, Art Education - 3.5 GPA

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