Portal by Facebook | Menlo Park                                                                            02/2020- Present  Product Communication Specialist   

• Managed portal community group to understand root cause of issues regarding bugs in system, network and UX, and communicate feedback from alpha and beta testers to appropriate pillars.

• Manages alpha and beta feedback channels, troubleshoots, categorizes and triages bugs resulting in +70% issues surfaced in a 24/7 SLA during an increase of during Covid-19 . [SB1] 

• Reduced drop rates by 15% on 3rd party apps on Portal by conducting qualitative research studies that led to actionable steps for engineering and designers to understand drop-off rates in features.[SB2] 

•  Analyzed root causes of issues leading to an increase of fixed bugs. Also improved processes and documentation.

•  [SB1]More issues surfaced is good, and I’m glad you quantified the increase. Does the increase in more issues mean more issues get fixed? If the issues are under SLA, what is your adherence to SLA? Did you maintain 95% compliance for high priority issues.

Innerfit | Content Strategist                                                                                   10/2019-11/2019

• Ensured product communication on social media and landing page was goal oriented and able to convert target users from Facebook Ads to the Inner Fit website.

• Reviewed and rewrote copy in user tasks in the app experience to encourage the user to achieve their personal goals leading to 10% increase in Facebook ad clicks to landing page.

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Western Digital | Milpitas                                                                                          01/2019-11/2019 

Interaction Designer   

• Proposed and implemented design solutions for multiple product lines (iXpand, Ibi, and MyCloud Home products) through usability testing, heuristics evaluation, user feedback data analysis, and wireframes to increase engagement.

• Refined and incorporate product requirements, ensuring accurate app development through visual quality analysis of ibi app fonts and colors.

• Conducted competitive analysis and collaborated with researchers to test new and existing designs and incorporate feedback back into the design for Ibi on android, iOS apps, Apple tv, Roku and Fire tv.

• Redesigned SanDisk’s flashback’s consumer insights and influenced product roadmap with user-centered improvement of the flashback landing page with visual design and sales funnels from 36% in downloads. [SB1] 

•  [SB1]Can you add numbers here?

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Google | Palo Alto, CA                                                                                             Sept 2018- Jan 2019

Play Store App Specialist  

• Reviews and enforces on apps daily to ensure developer adherence to COPPA trust and safety policy for all applications designed for family ensuring >90% accuracy of apps published on the Play store.

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Facebook Menlo Park, CA                                                                                        Jan 2016 - Jan 2018

Product Data Integrity Specialisr

• Prepared reports and dashboards to highlight and priority ending issues in user feedback for the Search products.

• Assessed and escalated individual feedback by finding root causes through logging, which led engineers and designers to prioritize product fixes.

• Created and maintained documentation source code for the investigation of product feedback and uses data visualization to communicate trends and pain points and their resolution.

• Collaborated with engineers, QA and product specialists to address challenges involving tooling and advocates for improved internal and external user experience. 

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Tivo  Alviso, CA                                                                                                         Apr 2015 - Aug 2015

Beta Triage Engineer

• Collaborated with Beta Program Managers to support TiVo's in-home testers.

• Works with Quality Engineering and Development teams to ease their triage process and hasten fixes.

• Prepared reports and dashboards that highlight trending issues and quantitative analysis of issues reported presenting data during core team meetings and weekly partner meetings.

• Participated in a bug council meeting to drive areas of concern towards a high-quality product.

• Took charge of partner Frontier(MSO) triaging processes resulting in a go and market launch.

 

Facebook Menlo Park, CA,                                                                                       Jun 2014 - Jan 2015

Telecom  Expense Management (intern) 

• Tracked IT Assets & Mobile expenses with domestic carriers (AT&T, Sprint & Verizon)

• Maintained and improved the accuracy of internal tracking systems. (MobileIron, Salesforce and Internal -Manages data from 30+ mobile carriers domestic and worldwide, while communicating with over 15 IT field tech’s globally to maintain an accurate database.

• Saved over to $77,520 in cost per month for Facebook by investigating inactive line usage, and unlocking iPhones and utilizing reports on device management platforms like Splunk, Oracle Dev, Salesforce and Facebook’s internal tool.

• Devised processes to maintain an up to date asset database while in a fast-growth environment, involving up to an average of 200+ bi-weekly hires and company acquisitions.

• Managed service roll-out project for a new data roaming service provider (iPass & Global gig ), involving the scheduling of end-user support training and awareness to IT field tech leads in APAC, EMEA and LatAm worldwide, to serve Facebook's frequent travelers and eliminate data roaming cost significantly by 75%.