ux design | UX RESEARCH | INFORMATION ARCHITECTURE | RAPID PROTOTYPING | STORYBOARDING | SKETCH | FIGMA | UI DESIGN
html | css | sql | BASIC data analysis | EXCEL | FRAMERJS
edtech know-how | communication | LOTS OF LANGUAGES | EVENT PLANNING | OPERATIONS | people MANAGEMENT | REMOTE COLLABORATION
April 2017 - Present
Design Group Critique Facilitator + Student advocate
I hop onto Zoom, and then I get to facilitate awesome discussions about design with some very talented people. I work with all active cohorts of students in Designlab's UX Academy, ensuring that every student gets a chance to present and give reciprocal feedback. I've been featured in the official blog, which is crazy. The main thing I'm proud of is that I have had several students give me positive feedback -- and I've even seen a fair number of my students get UX design jobs out of UX Academy. I feel like a proud teacher whenever I see that happen and I want to be able to do that again and again.
San Francisco, CA
February 2014 - Present
Senior Support Escalation Lead (Current)
As the "fire brigade" of the company, I have worked with remote and local teams to ensure the efficient happiness of our students. Recently, I have been working on projects alongside the product design team at different aspects of the process. I've used the UX research skills I've picked up from UX Academy to understand the pain points of our remote teams. The synthesis of these research sessions have led to a clearer problem definition that our team can solve systematically.
Community Manager (Previous)
I was there to make sure instructor's voices are heard, and with my background in support, I also kept an eye on posts that might have a bug report. I also came up with ways to engage the community by thinking up content that's relevant, accessible, and as fun as I can make it within reason.
Customer Support/User Happiness Specialist (Previous)
The start of my Udemy journey began with my role as the first person hired for the newly built customer support team. I exterminated tickets, wrote the entire first edition of the Support Wiki, and ran proactive support programs.
San Francisco, CA
August 2011 - November 2013
Bookseller + Supervisor
If I could, I'd live in a bookshop. That is essentially what I did with my time right out of college. This particular bookshop was located within Terminal 2 of SFO, and I woke up every day at 3:30am to sell people newspapers, magazines, and give detailed book recommendations for those who asked. I became a supervisor after only a few months of working there, and was given the role of Children's/YA Specalist. This meant I got to go to top-secret book conventions, talk with authors, help host events at other Books Inc. locations, and get more kids and young adults to read. It's pretty awesome to see people pick up books for their family members of the appropriate age, but it's a true victory when a kid gives me a nod of acceptance.
March 2011 - June 2011
Teaching Assistant, Japanese Literature
There were two professors whose classes I loved the most. It was not surprising when I found out that they were actually a married couple, and then it made sense why these classes were equally good. I had the privilege of being Professor Wheeler's teaching assistant for her upper division Japanese courses, which was a fantastic period of time (both in the literature and in my life). I helped grade quizzes, read through essays, and learned so much about what it was like to be on the other side of the classroom. I had some experience with it before prior to this one, but being in a college class had an entirely different feel. Most of my peers were there because they were genuinely interested in the subject, and that made being a TA more fun and engaging.