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Product and UX/UI designer with a background in graphic design, facilitation, customer experience, and marketing. Skilled in user-centered design, visual communication, research, prototyping, and cross-functional collaboration. Experienced in facilitating training sessions, translating complex information into engaging learning experiences, and collaborating with stakeholders to identify needs and develop effective solutions. Combines strategic thinking, creativity, and communication to create intuitive digital experiences and purposeful visual designs.

USER EXPERIENCE GIG

• Partner with Product Designers and cross-functional teams to support the development and improvement of customer-facing digital experiences.
• Leverage frontline Customer Service expertise as a Subject Matter Expert to inform design discussions and provide insights into customer needs,
pain points, and workflows.
• Contribute domain knowledge and customer-focused feedback to product
initiatives, including Manage Bank Account, PYDD, and Budget Billing.
• Participate in design reviews, project meetings, and collaborative
workshops to understand product requirements and user-centered design
methodologies.
• Apply exposure to usability testing, journey mapping, design sprints,
and accessibility best practices to strengthen understanding of the end-to-end product design lifecycle.

DUKE ENERGY | 02/2025 - PRESENT

CUSTOMER SERVICES LEARNING & PERFORMANCE SPECIALIST

• Facilitate SAP training for specialists, vendors, and management to support process adoption and operational readiness.
• Deliver in-person and virtual training sessions, fostering engagement and effective knowledge transfer.
• Develop and maintain training agendas, documentation, and learning materials to standardize content and support consistent delivery.
• Create and edit instructional training videos using Camtasia to reinforce learning and support knowledge retention.
• Monitor and track trainee engagement and progress, providing insights into training effectiveness and learning outcomes.
• Lead post-training debriefs to gather feedback, address challenges, and identify opportunities for continuous improvement.
• Serve as a liaison between vendors and internal stakeholders, coordinating monthly meetings to align training processes, expectations, and objectives.
• Design the training department T-shirt.

DUKE ENERGY | 09/2020 - PRESENT

ASSOCIATE CUSTOMER CARE SPECIALIST

• Manage inbound calls from residential customers, delivering high-quality customer service, resolving escalated concerns, and conducting follow-ups to ensure timely resolution and customer satisfaction.
• Provide real-time guidance to team members through resource support lines and floor support, while training new hires through structured instruction, call modeling, side-by-side support, and coaching.
• Serve as a Residential Solutions Team Ambassador, promoting best practices and team engagement while collaborating with Revenue Services through the “Work as One” program to improve processes and customer solutions.
• Partner with the Web Support team to manage non-call inquiries and online service requests, ensuring efficient handling and resolution.
• Collaborate with leadership on focus groups, team initiatives, and continuous process improvement efforts.
• Completed a developmental Outdoor Lighting Billing assignment, reviewing and validating signed agreements, verifying outdoor lighting assets and placement in MyWorld, and coordinating with designers and engingeers to obtain and update necessary materials.

DUKE ENERGY | 12/2018 - 09/2020

Detailed Orientated

Multi-Tasking

Team Player

Dependable

Leadership

Planning

Prototyping

Wireframes

User Research

Persona Development

Instructional Design

Facilitation

Planning

Leadership

Microsoft Office

Adobe Creative Suite

Figma

Camtasia

B.S. UX Design

Full Sail University

A.A.S. Graphic Design

King's College

High School Diploma

Forbush High School
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