Experience

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  U.s. cellular

  Jun 2002 - Apr 2021

  ● Built the inaugural U.S. Cellular Mobile App on iOS and Android by directing all aspects of production from UX through graphic design and front-end development. Formulated an innovative user experience and technical strategy for the App and companion website components, leading to millions in cost savings while delivering on customer expectations across digital channels. Presented capabilities to C-suite executives in live demonstrations to gain buy-in on design and functionality. Over 100k downloads in the first six months across Apple, Google, and Amazon App Stores.● Delivered an all-encompassing bill presentment and payment experience for U.S. Cellular’s My Account website by leading all UX, design, and development work streams. This mission critical system generates in excess of 100k monthly transactions netting over $100MM in monthly payment revenue with millions in cost savings as a result of self-service capabilities.● Leading the strategic business and technology transformation of the $200MM+ E-commerce channel over a multi-year project. Infused business knowledge with research into the latest web technologies to build long-term functional and technical roadmaps. Developed a business case and executive presentations for uniting the company’s websites and Mobile App with Responsive Design.● Certified Scrum Product Owner in a cross-functional Agile team for all of uscellular.com and the Mobile App. Manage the intake of all changes to the digital ecosystem and partner with multiple areas of the organization to evaluate and assess business priority. Proficient in writing user stories that maximize business benefit while caring for technical and usability concerns. ● Provide leadership by building internal cross-functional partnerships and external vendor relationships while growing the technical and business skills of a 5-member team of professionals Show less ● Led the creation of Mobile E-commerce functionality by overseeing UX, graphic design, and frontend development work. Combined persona research, usability studies, and competitive analysis to design a streamlined telecom purchase process in a mobile-first approach. Leveraged cutting-edge front-end technologies to build the experience in a scalable, modular fashion. Over 60% of all online transactions now flow through the mobile experience, with a high percentage as incremental.● Partnered with Leo Burnett to build an integrated, omni-channel digital customer experience for an enterprise-level cellular service plan structure change initiative. Assessed the business, technology, and resource impacts and delivered a complete project plan. Led the UX, design, and development efforts, resulting in thousands of monthly lines of service purchased.● Achieved an 8+% CAGR for sessions and a 10+% CAGR for orders while overseeing strategy and operations for the creation, enhancement and maintenance of all digital experiences across the company’s mobile and desktop properties. Show less ● Led the deployment of a Shared Data Plan structure across the E-Commerce ecosystem. Partnered with Razorfish and internal teams to develop the UX and visual design for this shift in the company’s cellular service plans. Directed the internal team’s coding efforts and personally designed/built a complex custom shopping cart. The site achieved record highs for new customer acquisitions.● Designed/developed the front-end for all pages (20+) associated with the implementation of current customer shopping on uscellular.com. Worked with customer service and operations to design the UX, defined the functional requirements with Accenture business analysts, and directed the work efforts of a 10+ member Accenture technical team to develop the back-end code. Efforts resulted in 1MM+ net new transactions in the E-commerce channel, thousands of new activations, and annual cost savings of $1MM+.● Directed a redesign of the site’s product detail pages and an overall revamp of the E-commerce buy flow. Presented wireframes and mockups to senior leadership. Designed/coded the solution, contributing to a year-over-year doubling of new orders and a nearly 2x average number of up-sell items per purchase.● Led the build-out of U.S. Cellular mobile website properties. Partnered with Razorfish and Digital Marketing to ensure the proposed experiences synced with complex business rules and brand guidelines. Oversaw the implementation and integration testing of delivered assets into the content management system. The mobile site generated 1MM+ sessions monthly and reduced operational costs by $500k+ per month with self-service capabilities.● Delivered a new brand identity across all U.S. Cellular web properties. Transformed thousands of lines of CSS code and oversaw the construction of a digital brand style guide. Project managed the deployment of new standards to 20+ independent vendor-hosted sites while working closely with Brand leadership. Show less ● Led a complete site-wide redesign effort, working with Razorfish to integrate business needs into a presentation-layer design while simultaneously building the back-end with Accenture. Hand-coded 200+ static pages using the new technical architecture.● Created monthly and ad-hoc reports on web metrics, sharing information with all levels and functions within the organization.● Designed/coded a change to the E-commerce shopping process, increasing daily orders by 2x.● Managed 100+ domain names within the organization. Show less ● Served as Lead Developer for the back-end of uscellular.com. Coded bug fixes & enhancements, deployed front-end projects, and ran reports per user request.● Technical subject matter expert on enterprise-wide Point of Sale and Inventory Control systems. Developed training materials and led product demonstrations for cross-functional audiences.● Developed technical solutions for project work and to resolve existing system issues identified while working with front-line associates.● Led cross-functional project design and code reviews, and collaborated with Quality Assurance to develop and execute system test cases.● Designed/coded a solution to correct taxation errors, saving the company $8MM+. Show less

  • Senior Manager, E-Commerce Customer Experience

    Apr 2016 - Apr 2021

  • Manager, E-Commerce II

    Oct 2013 - Apr 2016

  • Manager, Web Content

    Dec 2010 - Oct 2013

  • Web Content Manager

    Oct 2007 - Dec 2010

  • Application Developer

    Jun 2002 - Oct 2007
• 

  Asurion

  Apr 2021 - now

  Director, e-commerce strategy