Customer Service Design

Salma Ting

** ******* ******, ******, ** ? Phone: 617-***-**** ? Email:

*****@****.*******.***

Interaction Designer

Strategic, highly creative and thinks out of the box, solves complex

problems; delivers exceptional quality solutions and recommendations using

multifaceted design strategies.

AREAS OF EXPERTISE

Stakeholder and user Flow diagrams and Interaction design, use

requirement elicitation wireframes interface design

and documentation Information architecture User studies, user

Requirements analysis, Task flow analysis testing, usability test

management and Contextual inquiry design

communication Heuristic evaluation Use case development

New tool/technology Design specification User training and

evaluation to enhance Human-Computer documentation

functionality Interaction, HCI user UAT planning, management

Workflow analysis/process study methodologies and implementation

reengineering Usability and statistical

Prototyping analysis

EDUCATION

MDesS Master in Design Studies, 2005, Harvard Graduate School of Design

BFA Communication Design, Second Major Human-Computer Interaction, 2004,

Carnegie Mellon University

Newton South High

PROFESSIONAL EXPERIENCE

Business Analyst/Interaction Designer - Federal Reserve Bank of Boston,

Boston, MA, Mar 2009 to Aug 2010

Business Analysis:

. Defined current business issues/new business opportunities and presented

to senior management with full project approvals

. Elicited, analyzed, traced and translated bank wide and system wide

requirements into business solutions that successfully met

customers' needs and bank objectives; exceeded customers' expectations

. Business Cases:

o Developed full business case on enterprise wide Business

Intelligence (BI) platforms that led to a successful BI purchase

o Completed full business plan on customer service automation focused

on service offering and service request in

compliance with ITIL that has proceeded on to project

implementation

. Served as Project Management Organization (PMO) liaison and provided

resource, activity and cost data analysis for application

developments; invaluable insights into cost savings

Interaction Design:

. Developed UI designs using wireframes for home grown applications

servicing the banks business needs; employing rapid

application development; saving resource costs

. Solicited user requirements in user studies; translated requirements into

recommended designs that were fully deployed

. Successfully architected information designs in alignment with customers

and business needs; made continuous improvements in

customers' changing needs

Interaction Designer - Enernoc, Inc., Boston, MA, Aug 2006 - Nov 2008

Business Analysis:

Business analyst positioned between engineering and operations to support

tactical decisions with stakeholders and deliver defect-

free energy information software to the entire organization

o Responsible for assessment of proprietary energy management software

for customer and business usage in the

Company's three areas of service 1) Demand Response 2) Energy

Efficiency 3) Energy Procurement.

o Analyzed needs of various audiences, client requirements, use cases

and business requirements for over 300 users;

proposed new software business lines fully implemented for

administrative users, primarily store managers

Interaction Design:

Led formulations of UI design in energy management software on performance,

usability and marketability

o Delivered over twenty three creative solutions on six releases with

full documentation and functional requirements

o Designed and ran usability studies, creation of UATs and test cases

o Improved efficiency of application's navigation and usage by 90%

User Interface Designer - RBM Technologies, Inc., Cambridge, MA, Jun 2005

- Aug 2006

Highlights:

Consultation of current business needs, created a successful set of sales

demos/prototypes for large financial and wireless

clients with large traffic volumes of more than 3000 branch offices

with approximately 1200 users per day.

o Performed usability assessment and end user surveys to determine

features and functionalities needed

o Utilized research standard Human-Computer Interaction (HCI) methods

and presentations segmenting client's needs;

illustrating to clients their monetary, efficiency and usability

results of improved merchandising applications

Grew company's product and brand awareness through:

o content management of corporate marketing directives including

website, direct mail campaign and software branding

o company's first public website; increased sales and traffic to

company's public website from search engines

Research Assistant - Newell-Simon Laboratory, Pittsburgh, PA; Jun 2000 -

Jul 2002

Highlights:

Coordinated user studies research using novel communication technologies on

a government funded two year research project

o Performed HCI usability methods in user study processes

o Implemented new ideas to improve design of the experiment and script

for the experiment

Made strategic improvements on research analysis and functional analysis of

the study's design and testing execution

o Conceptualized and assisted with test script design, test material

design and test procedure

o Designed and delivered successful testing environment. Maintained

complex matrix of paired test subjects

o Delivered quality data for system scientist's research projects

SKILLS & AFFILIATIONS

Skills: Salesforce, Adobe Suite, Macromedia Suite, QuarkX, Eclipse, CSS,

Visio, VB, Axzure, Object-oriented languages, JavaScript, Action script,

Business Intelligence (BI) Platforms, Lotus Notes, Web Sphere Content

Management, Team Site, NewScale, SQL, Microsoft Office Suite

Course works: Technology Project Standards, Enterprise Analysis: Making a

Business Case, Effective Software Testing Methods

Affiliations: American Institute of Graphic Arts (AIGA), Conference

participant on Human Factors for Computing Systems (CHI 2004); second

runner up, Edward Tufte Seminar: "Presenting Data and Information" 2008;

International Institute of Business Analysis (IIBA)

Freelance work: Riemer Braunstein LLC law firm website,

http://www.riemerlaw.com/; Willem-Aidan floral company marketing

collateral, http://www.willem-aidan.com

Interests: Architecture, running, sailing, fishing, travel

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