Customer Support User Researcher
Resume:
Frantz
/*************@*****.***
Professional Summary
Passionate user researcher with over six years of experience conducting user interviews, running usability tests, and synthesizing data to understand customer needs and develop innovative solutions. Proven ability to translate customer feedback into actionable design improvements, resulting in increased customer satisfaction and product adoption.
Skills
User and Domain Research Competitive and Comparative Analysis
Personas & Journey Maps
User Flowchart and Wireframing
Low & High-Fidelity Prototyping
Experience
FEBRUARY 2021 To PRESENT
Usability Testing
Qualitative & Quantitative Methods SEO Optimization and Keyword Research
Director of UX Research, Sales & Marketing (F Marthy Transport LLC)
Recruit participants or work with vendors on recruiting
Create screening questions, test questions, tasks and test materials
•
Create reports of test results that describe the findings and recommend actions
Led the design and development of new products, features, and enhancements for our core product as wel as internal tools used by employees to manage projects.
•
Collaborated with cross-functional teams including engineering, marketing, sales, customer support, finance, and executive leadership to define requirements and scope work.
•
Developed a deep understanding of user needs through research methods such as contextual inquiry, usability testing. card sorting exercises etc., ni order ot inform decisions about feature prioritization and functionality.
Communicated designs effectively across multiple channels (e.g., whiteboard sketches vs wireframes).
:
Managed external vendors or agencies when appropriate ot ensure that deliverables are on time and within budget while maintaining quality standards set forth by the company.
MARCH 2016 - FEBRUARY 2021
UX Researcher (Legacy Maintenance Services ( LMS)
•
Supported traditional research activities such as running remote, in-house, and in-field contextual studies, conducting user interviews, and utilizing other research methodologies.
•
Audited existing research environment, process..
Provided research guidance across multiple projects running concurrently.
•
Collected and analyzed customer data.
Defined customer base including persone creation.
Helped UX design team ot create, evaluate, and iterate rapid Ul prototypes to support key design decisions carly and often throughout the design process.
Education User Experience Research & Design July 2021 / Coursera Associate of Science,
May 2012/ Broward College, Fort Lauderdale, Florida
Contact this candidate