Customer Service Design

Location:

Edmonds, WA, 98020

Posted:

August 16, 2010

Contact this candidate

Resume:

Summary

I am an enthusiastic and detail oriented Web/UI Designer. I have 7 years

experience designing and developing web sites and web applications. I am

very proficient with CSS and XHTML across multiple browsers and

knowledgeable with JavaScript. Proficient with Illustrator, Dreamweaver,

and MS Office Suite. I am a strong advocate for user-centered designs and a

positive user experience. My focus is developing clean, simple designs. I

achieve consistent and timely results and promote improved processes and

standards. I provide stellar customer service and excel both in team and

individual contributor roles.

Experience

Freelance Projects

June 2009 to present, Seattle, WA

Design, code and maintain websites for small businesses and individuals,

keeping current on CSS, HTML and design skills and trends.

- Safety Matters, LLC., Renton, WA - A complete website redesign for a

safety training/consultation company. Go-live target date September,

2010.

- Three's Company Hair Design, Edmonds, WA - First phase of website

design and requirements gathering for a new hair design establishment.

- Laurie Morgan-Ross, Inc., Apex, NC - A complete website redesign for a

creative design company providing services to medical education

organizations.

Software Developer, Adaptis, Inc.

October 2007 to December 2008, Seattle, WA

Developed custom reports and letters for multiple clients based on user

requirements and specifications and Medicaid and Medicare regulations.

- Developed reports and letter style guides outlining standards and

guidelines for multiple clients reducing development time by 30% and

eliminating layout inconsistencies.

- Analyzed client printing inconsistencies with reports and letters which

resulted in implementation of a new software tool that eliminated the

problem.

Web Designer/UI Designer, Adaptis, Inc.

March 2005 to October 2007, Seattle, WA

Successfully led UI design and implementation of the Adaptis Connect Web

application which helps reduce the administrative overhead and financial

risk associated with Medicaid and Medicare.

- Designed and implemented the UI design for Adaptis Connect, coding the

CSS for Internet Explorer 5.5, 6.0, 7.0 and Mozilla Firefox 3.0,

resulting in increased market share.

- Developed iterative prototypes of the application's functional design

and structure ensuring user expectations and requirements were

fulfilled and eliminating design problems in the development cycle.

- Initiated, developed and implemented UI design patterns which improved

turnaround time for UI specifications by 50% and decreased time for

developing test cases by 30%.

- Managed and championed the development of user interfaces through focus

groups, usability studies, user interviews, beta-testing and surveys

achieving a positive user experience and reducing training time and

cost.

- Developed HTML prototypes bridging the design and implementation

reducing development lag time and cost.

- Authored and maintained UI style guide, documenting standards and

guidelines for three web applications.

Coding

CSS

HTML

JavaScript

Ruby on Rails

MySQL

Tools

Dreamweaver

Ultra Edit

Paint Shop Pro

Visual Studio.NET

Eclipse

Perforce

Design

Low/Hi-Fi Prototyping

Wireframes

Patterns

Design Standards

Usability

Testing

Surveys

Heuristic Evaluation

Task Analysis

Workflow

Personas

Tech Writing

Style Guides

UI Specifications

Procedure Manuals

Design Patterns

Learning

JQuery

WordPress Themes

Senior Technical Communication Analyst, Adaptis, Inc.

January 2004 to April 2005, Seattle, WA

- Managed the presentation, coding, testing and implementation of the

Adaptis intranet successfully meeting project deadlines and release

date.

- Developed HTML and MS Word templates and forms eliminating

inconsistencies in documentation and communication material.

- Authored and maintained corporate style guide documenting standards and

guidelines for branding and visual identity ensuring consistency and

professionalism of organizational communications.

- Developed HTML prototypes bridging the design and implementation

reducing development lag time and cost.

Technical Writer, Adaptis, Inc.

October 2002 to January 2004, Seattle, WA

- Designed, authored, and maintained online Help manuals for three

complex medical claims applications significantly reducing user

training time.

- Managed documentation for reengineering project creating and editing

100+ flow charts, process diagrams, and supporting text for Operations

processes, streamlining the claims entry process, increasing the number

of claims entered in the system and ensuring that Service Level

Agreements were met.

- Managed the intranet site including graphic design and content

management.

Procedural Analyst/Documentation Analyst, Adaptis, Inc.

February 2000 to October 2002, Seattle, WA

- Researched, developed, and facilitated the implementation of online

organizational policy manuals.

- Developed and maintained seven online procedure manuals for 100+

employees reducing claims adjudication errors and turnaround time.

- Created templates and slide presentations for claim processing training

classes resulting in reusable training material and a 30% decrease in

trainer's preparation time.

Documentation Analyst, Regence BlueShield

April 1999 to February 2000, Seattle, WA

- Analyzed and documented system components of the claims processing

system providing critical recovery documentation for Y2K.

- Converted mainframe documentation to an HTML online resource providing

faster research and resolution of system problems.

- Researched and created procedural documentation for the Business

Analyst department resulting in streamlined processes for enhancement

requests and system defects.

Education and Training

T-SQL for SQL 2005, December 2008

Client-side scripting with JavaScript, January 2006

Agile Software Development, August 2005

Usability Best Practices, May 2005

Technical Writing Certificate - Edmonds Community College

Bachelor of Arts Degree, Business Administration - University of Washington