Customer Experience

Dana Gelman

**** **** ********* **, ***. *** • Pompano Beach, FL 33069

* ********@*****.*** 917-***-**** h www.yowzatogo.com

linkedin.com/in/danagelman

Member of the Customer Experience Ecosystem

Smart and savvy customer experience professional with a rich history of spearheading innovative work. Fosters

loyalty by optimizing all customer interactions with my organization. Lover of people, and veracious at service.

Adept at working with internal and external clients. Can distill any concept into simple speak and communicate

through multiple mediums. Possesses the ability to make people feel special.

S kills

• Creating memorable experiences • Discovering hidden gems • Writing

• Flexibility, energy, hospitality • Managing and training people • Collaboration

• Building loyalty, while setting expectations • Positive thinking & listening • Organization

P ROFESSIONAL EXPERIENCE

STAR LEARNING SOLUTIONS Sunrise, FL

Head of Experience Design 2014-2015

Helped develop a mentoring-based solution to address the drop-out rate of at-risk students in higher

education. Oversaw the user, customer, and learner experience strategies and implementations.

STARUP QUEST workforceone.startupquest.org/news/ Fort Lauderdale, FL

Head of Corporate Development, infinitD 2013-2013

Participated in technology start-up business plan and pitch competition with 16 teams. Responsible for first

draft of business plan as well as developing and delivering pitch. Team placed second.

MIAMI INTERNATIONAL UNIVERSITY OF ART & DESIGN Miami, FL

Academic Advisor 2008-2012

Provided personal and academic strategies one-to-one to at-risk through high-achieving students.

Regularly conducted seminars.

Adjunct Faculty 2009-2010

Taught classes in human-centered design methodologies.

InCONTEXT ENTERPRISES Boston, MA

Work Practice Designer 2005-2007

Researched and designed digital products to improve clients’ customer experiences. Analyzed complex

work practices to develop simple solutions that made technology easy for customers use.

• Worked extensively with clients in a collaborative environment and frequently presented to them.

• Established buy-in for new ideas and designs through regular presentations to colleagues.

• Conducted ethnographic customer research to gain design insights.

• Clients: Analog Devices; Microsoft • Fieldwork in USA, Europe, Asia

CONSULTANT Remote, USA

Design Researcher 2005

Conducted ethnographic research and user testing to understand customers’ needs and behaviors.

• Clients: Carnegie Mellon University; Motorola; Mellon Bank • Fieldwork in USA, Europe, Asia

CARNEGIE MELLON UNIVERSITY Pittsburgh, PA

Research Associate & Team Leader 2003-2004

Worked with designers and engineers to conceptualize and prototype a collaborative learning

workspace. Designed research strategies and interpreted qualitative data to inform the design. Authored

and published research findings in academic journals.

Dana Gelman, MHCI 917-***-**** page 2

THE GELMAN COMPANY New York, NY

Founder Customer Experience Officer 1997-2001

Formed on-demand project management business model that targeted top-tier companies. Innovated

digital corporate work tools and communications. Delivered a world-class client experience.

• Automated target marketing for field by producing a cutting-edge digital print delivery system.

• Produced complex presentations for annual partner meetings that engaged 300+ partner crowds.

• Fostered international exchange with an extranet application geared toward medical researchers.

• Managed budget and designed systems that strengthened my firm’s infrastructure.

• Clients: Deloitte & Touche; Showtime Networks; Wyeth

FASHION INSTITUTE OF TECHNOLOGY (FIT) New York, NY

Adjunct Faculty 2000-2001

Taught classes in SaaS services for entrepreneurs in the fashion industry.

BRILLIANT IMAGE New York, NY

Product Manager 1996-1997

Spearheaded a new database-marketing print technology that increased revenues by 10% in first year.

Director, Client Services 1994-1995

Formed and managed 24/7 Client Service group for fast-paced presentation graphics agency during the

advent of digital communication tools. Focused on customer experience to increase client retention.

• Hired and supervised 8 people that provided technical support, project management, and client care.

• Cultivated a culture of managing sensitive information for Fortune 500 companies.

• Secured confidence through relationships that bridged clients, Sales, Creative, and Production groups.

• Clients: Dozens of Fortune 500 clients

Client Service Manager 1992-1993

• Originated position that applied a customer experience approach to retention and sales.

• Translated complex technical info into clear language that clients could understand and take action.

A WARDS & BOARDS

nd

startupQuest 2013: 2 Place in technology startup competition. Pitched for team, owned business plan

Service Award 2009: Miami International University of Art & Design for stepping up to the plate

Service Award 2008: Miami International University of Art & Design for innovation

Galaxy Award 2001: NY Women’s Agenda (a coalition of 80 professional organizations)

Signature Award 2000: Nat’l Assoc of Women Business Owners -NYC • Special guest, Hillary Clinton

Board of Directors, Secretary: NAWBO-NYC, 7/00-6/01

Board of Directors, Chair of Entrepreneur’s Roundtable: NAWBO-NYC 1/99-6/00

Advisory Board: American Express Small Business Services 9/99-8/00

EDUCATION

Carnegie Mellon University, Pittsburgh, PA MA in Human-Computer Interaction

Degree completion required professional consulting. Clients: Texas Instruments; Wachovia

Florida Atlantic University, Boca Raton, FL BA in History

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