Ux Designer Customer Support
Resume:
NIKETA KULKARNI
Contact
San Jose,CA
***************@*****.***
WWW: linkedin.com/in/niketakulkarni
WWW:https://niketakulkarni1.wixsite.com/
portfolio
WWW:https://bloggerniketa.wordpress.co
m/
Skills
HTML, CSS3, JavaScript, JSP, JQuery
Figma, Adobe XD, Balsamiq, WordPress,
AnimaApp, CodeSandBox
Responsive Web & Mobile Design,
Manual Testing, Wireframing &
Prototyping, Information Architecture,
Usability Testing, Page Flows, Site Map,
Competitive Analysis, Design Systems,
A/B Testing
Education
UC Berkeley Extension
Professional Certificate in UX Design
(2021)
UC Santa Cruz Extension
Professional Certificate in Data
Analytics
(2015-2015)
Guru Gobind Singh Indraprastha
University, India
Masters, Computer Science
(2011)
Pune University, India
Bachelors, Computer Science
(2008)
Professional Summary
Creative UX Designer with 4 years developing innovative user experience for web & mobile products.
UX Designer who strives to create an intuitive website/app that would help my clients to build a loyal customer base and provide interactive solutions. Skilled at wireframing and prototyping seamless experiences that are meaningful to the customer. Work Experience
Freelance UX Designer, Mini Home Bakery, India (2023)
● Increased user engagement by redesigning the website and implementing a new user journey.
● Revamped the gallery and contact page as required by the client reducing the frequency of misdirected customers by 10%
● Conducted usability testing virtually with 10 users to help improve the designs
● Worked on prototyping and wireframes to present to the client
● Worked on design systems from scratch including color pallet and typography Freelance UX Designer, Drink Perfect, San Francisco, CA, USA (2019)
● Redesigned the onboarding flow to increase subscribed users and reduce pain point in onboarding flow and sign up drop-offs.
● Conducted usability testing on the designs to evaluate the task completion rate.
● Conducted competitive research to analyze key areas where onboarding of users could be improved
● Streamlined the ‘invite a friend’ flow of the app by designing a clear user flow reducing the number of confused users by 7%
Customer Support & QA, eClincher, Palo Alto, CA, USA (April 2017 - September 2017)
● Worked with the product team to build test scenarios for existing and new features
● Worked on replicating and prioritizing customer issues before passing it on to the engineering team
● Tested various APK versions for the Android app on a regular basis
● Performed feature, regression and sanity testing daily to look for anomalies before and after release
● Reported, tracked and gave status updates to the customer success team Support Engineer, GBG Loqate, San Mateo, CA, USA (June 2016 - Dec 2016)
● Tracked incoming customer requests and performed ad-hoc analysis, wrote database queries to extract data and implemented new engine rules to resolve issues while maintaining established SLAs
● Tested Loqate’s address verification APIs before release and updated necessary documents for resolved issues
● Used JIRA and Salesforce to keep track of issues/cases, coordinate between the development, data and sales teams to gather all necessary information and made sure things got prioritized and escalated as appropriate
● Was the face of the company with customers and maintained a high satisfaction index
● Maintained, documented and reported case statuses to higher management Web Developer, SIE Services Ltd, India (2011- 2014)
● Developed enterprise web applications for the Trinidad and Tobago Government.
● Collaborated with product management team and managers to design the workflow for better experience
● Built databases and table structures by writing queries in MySQL for web applications
● Built HTML, CSS & JSP pages for the development team
● Worked with cross functional teams to prioritize requirements and define MVP
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