Tamara Gordon

UX Researcher Product Designer Customer Experience

203-***-**** • ad10jc@r.postjobfree.com • https://www.linkedin.com/in/uxtamara • https://insightswithtamara.com PROFESSIONAL SUMMARY

UX Researcher with 10+ years focused on elevating end-user satisfaction through human-centered design solutions for SaaS clients like Hirable.fyi and nonprofit organizations. Led 15+ studies uncovering 200+ insights that drove product strategy and boosted vital engagement metrics. Specialize in empathy interviews, affinity mapping, and human-centered design to create seamless digital experiences. Dedicated to understanding end-user needs and elevating experience through research-driven innovation. TECHNICAL SKILLS

Qualtrics Useberry Figma Miro Confluence Webflow Gainsight UsabilityHub UserTesting User Interviews CSS Jira HTML Salesforce Hopin Tableau Slack Dovetail Maze Notion Zoom Looker MacOS Adobe XD GSuite Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

PROFESSIONAL EXPERIENCE

Associate Customer Success Manager (SaaS) AMPLIFY Remote 04/2022 – Present

Increased account spending by 15% by analyzing and segmenting a book of business over $4M over nine months to identify ideal customer profiles and inform targeting strategies.

Boosted customer retention to 90% by developing tailored success plans and analytics views in Gainsight, Looker, and Tableau, which increased renewal rates by 22% over nine months.

Improved satisfaction scores by 40% by providing data-driven insights during 120+ customer conversations in 2022 that drove additional purchases and renewals.

Partnered with Product, Customer Experience, and Engineering teams to optimize integration plans and revamp onboarding processes based on qualitative insights from school district stakeholders, ensuring an excellent learning experience. UX Consultant & Product Advisor (Freelance/Part-time) KIND KITCHEN GROUP Remote 08/2017 – Present

Achieved 31% average repeat web visit rate by conducting quarterly site analytics reviews coupled with 50+ annual user surveys and usability tests to optimize online experiences for five hospitality brands from

Guided restaurant branding, menus, store layouts, and merchandising by planning and moderating annual innovation workshops synthesizing founder visions with user realities

Produced 25+ proto-personas annually by facilitating generative interviews with 100+ hospitality customers and staff over five years, guiding more targeted digital presence and customer resonance UX Apprentice THE MAIGEN THOMAS EXPERIENCE Remote 03/2022 – 02/2023

Elevated UX by synthesizing over 100 hours of quantitative and qualitative data into 200+ actionable insights over nine months, familiar with agile methodologies.

Over three months, boosted stakeholder satisfaction by 15% by communicating milestones and solutions in Figma prototypes aligned to business goals and brand identity presentations.

Distilled 100+ hours of Figjam interview data through affinity mapping to derive 200+ critical insights for enhancing UX over nine months.

Contributed to agile planning and grooming sessions with distributed teams across 4 US timezones to align UX solutions with 2-week sprint roadmaps over 11 months.

Educator, Project Manager, and Coach

Atlanta Public Schools Remote/In-person 08/2017 – 4/2022 Charles County Public Schools In-person 08/2012 – 6/2017 Prince George’s County Public Schools In-person 08/2009 – 6/2012 Seymour & West Haven Public Schools In-person 08/2007 – 6/2009

Boosted 9th-grade student comprehension by 40% by conducting qualitative research on 600+ learners over five years to inform human-centered curriculum design.

Led an 8-person cross-functional team to pioneer a project-based social studies program, guiding administrator and teacher stakeholders, easing adoption over three years.

Achieved a 98% student pass rate on high-stakes exams through an interactive government curriculum focused on learner needs over two years.

Analyzed academic performance data and qualitative feedback to derive insights guiding customized curriculum, improving test scores by 23% over four years.

Tamara Gordon, M.S. ad10jc@r.postjobfree.com 203-***-**** Page 2

Trained 300+ teachers across the county as a tech ambassador on integrating virtual resources into the curriculum, increasing usage by 58% over two years district-wide. PROJECTS

UX Research Lead (9 months: March 2023 - December 2023) CASTRO CAREER CONSULTING Remote - Responsive Web App

Boosted customer experience by conducting 25 exploratory interviews and usability tests, synthesizing findings into information architecture documents to boost stakeholder satisfaction.

Mentored 1 UXR apprentice and two developers in Figma and Google Meet, improving skills by 50% and increasing task throughput by 100% over seven months by mitigating blockers.

Partnered with distributed cross-functional teams across UX timezones and India to align on findings from UsabilityHub tests and identified design improvements to strengthen user experience through web design optimizations in Figjam over nine months.

Design Researcher (9 weeks: August 2023-October 2023) Hirable.fyi Remote - Responsive Web App

Performed competitive analysis and heuristic evaluation in Google Sheets benchmarking Hirable against top resume platforms to identify 15+ website optimization opportunities over two weeks.

Conducted 5 Useberry user interviews and usability studies, uncovering 50+ IA and checkout flow pain points by expanding recruitment through Reddit and Facebook over two weeks.

Synthesized 100+ hours of session recordings using Figjam affinity mapping to extract 200+ actionable insights for improving UI/UX over a 2-week analysis period.

Prioritized ten new features based on Figjam affinity mapping, Google Analytics, and in-person research aligned to client goals over a 3-week roadmapping period.

Product Designer (8 weeks: February 2023 - April 2023) SKILLHAT Remote - Mobile App (PWA)

Owned the entire UX process from 10 user research sessions through launching a progressive web app, partnering with five cross-functional teams over eight weeks to gain insights, validate concepts, and translate ideas into prototypes.

Conceptualized three innovative interaction flows, improving engagement by 23% by iterating on user feedback in UsabilityHub tests over six weeks.

Uncovered UX needs through 15 studies, distilled findings into Figma wireframes/prototypes, and championed human-centered design principles in presentations to 5 stakeholders and four teams over eight weeks. UX Intern Lead (8 weeks: January 2023 - March 2023) THE INCLUSIVE GROUP Remote - Responsive Web App

Led UX research for the parent user group, devising three innovative recruiting strategies that improved experience and identified five usability boost opportunities over eight weeks.

Managed a team of 6 UX interns to conduct three studies, used Figjam to synthesize findings with UX writers/designers, and provided data-driven direction to optimize prototypes over eight weeks.

Presented eight research syntheses to the stakeholder with Canva or Google Slides in weekly sprints, optimizing functionality by aligning parent user needs through collaborative analysis in Figjam over two months. UX Team Lead (16 weeks: September 2022 - January 2024) DEV AND DESIGN Remote - Responsive Website Redesign

Led UX strategy researching two website redesigns and two new boot camp ideas, directing 5+ studies uncovering pain points to improve satisfaction scores over 16 weeks.

Managed five cross-functional UX teams across Canada, Nigeria, Ghana, and India to conceptualize intuitive interfaces in Figma and Discord, boosting product adoption over four months.

Led 15+ generative and evaluative studies synthesizing findings in Figjam to uncover 30+ opportunities enhancing UX over 16 weeks.

LICENSE, TRAINING, & CERTIFICATION

Google UX Design Certificate GOOGLE (COURSERA) 04/2022 Product Design DEV AND DESIGN 10/2022

EDUCATION

Bachelor of Arts in Sociology GEORGIA STATE UNIVERSITY Atlanta, GA COMMUNITY INVOLVEMENT

Vice President, Ola Mustang Soccer Club Pick Packer, Operation Lunchbox Reader, Pajama Program Chief Technology Officer, The Kind Kitchen Group

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