Work Experience

Conversational AI Designer 
Walgreens | Remote | Feb 2025 - Present

  • Designed and implemented IVR prompt content for both Retail IVR and 1-800-WALGREENS, including broadcast messaging for store closures/openings, Senior’s Day, vaccinations, and Open Enrollment using Microsoft Speech Studio 

  • Collaborated cross-functionally with conversation designers, architects, and business analysts to evaluate design strategies. 

  • Reviewed, refined, and helped standardize the brand persona across IVR and Chatbot for consistency and clarity 

  • Re-engineered legacy Visio conversation flows to be 1:1 aligned with production implementations in Nuance, improving accuracy between design documents and deployed experiences 

  • Developed an automated SSML generation spreadsheet, significantly reducing prompt audio creation time and minimizing tagging errors in Speech Studio 

  • Recently assigned to support chatbot platform migration from Nuance to Copilot Studio, contributing design expertise during transition despite limited formal platform training 

Associate Conversation Designer 
Interactions LLC | Remote | Aug 2022 – Nov 2024

  • Designed and developed conversational flows, prompts, and user journeys for voice, chat, and SMS, improving customer engagement and satisfaction 

  • Collaborated with cross-functional teams, including project managers, developers, quality assurance, UAT, operations, training, marketing, and sales, to ensure seamless implementation and intuitive user interfaces across platforms 

  • Created FRDs (Feature Requirement Documents) to align conversational designs with business objectives and technical requirements 

  • Conducted usability testing and user interviews to refine conversational designs based on real-world feedback 

  • Created WOZ prototypes in Voiceflow for usability testing, giving the participants a seamless, realistic, and engaging experience 

  • Developed over 30 Vision Clip videos to demonstrate the conversational tone and experience to prospective clients 

Business Process Quality Manager 
Interactions LLC | Austin, TX | Jan 2019 – Aug 2022

  • Managed the team of Associate Quality Specialists (AQS) and Quality Testing Specialists (QTS) in maintaining overall Intent Analyst (IA) accuracy on over 50 client applications 

  • Collaborated with designers, project managers, client services, development, QA, and training teams in delivering UI/UX solutions for the Intent Analyst Desktop 

  • Maintained high-quality standards by providing resources for BPOs, such as handling reminders, quality practice sets, assessments, training materials, knowledge bases, dispute trackers, and calibration meetings 

  • Tracked KPIs and metrics to develop solutions to improve accuracy by over 95% and response time by under 3 seconds 

  • Communicated with BPOs from India, Philippines, Columbia, and the US to answer handling questions and disputes 

Content Developer / Tech Training Materials Specialist 
Interactions LLC | Austin, TX | Oct 2015 – Jan 2019

  • Developed a new training program to support asynchronous learning for 400 new IAs 

  • Recommended solutions for performance issues and potential issues with the training process 

  • Conducted training needs assessments and gap assessments in training materials, including video and audio reviews 

  • Designed and developed multimedia content for the Learning Management System (LMS) to support asynchronous learning 

  • Created over 60 training videos using the ADDIE methodology, company styles, standards, and development tools 

  • Proofread and edited my work and the work of others to improve the quality, readability, consistency, and effectiveness of documentation. 

Associate Client Services Manager 
Interactions LLC | Austin, TX | Mar 2015 – Nov 2015

  • Coordinated directly with 5 different clients and internal departments to ensure service met needs and expectations 

  • Monitored and analyzed caller metrics and assessed KPIs were meeting targets 

  • Created monthly invoices for all billable transactions 

  • Increased self-service containment between 5%-10% 

  • Traveled to meet with clients in person to present data to establish trust and transparency to continue a partnership with Interactions 

Application Training Specialist 
Interactions LLC | Austin, TX | Oct 2013 – Mar 2015

  • Facilitated training classes by presenting job-specific, company-specific, and generic software applications. 

  • Lead onboarding training classes of up to 40 IAs (Intent Analysts). 

  • Maintained quality service levels of 92% accuracy by establishing and enforcing organization handling standards. 

  • Mentored and coached over 100 analysts by providing constructive feedback on performance 

Education

Associate of Arts, Merchandising and Design

Wade College | Dallas, TX 
Concentration in Graphic Design 

Skills

Technical Skills: Nuance Mix, Visio, Microsoft Speech Studio, Voiceflow, Figma, ChatGPT, Gemini, Microsoft CoPilot Studio, Microsoft Office Suite, After Effects, Photoshop, Illustrator, Google Docs, OmniGraffle, JIRA, Azure Devops, HTML 

Other Skills: Communication, Leadership, Prompt Engineering, Video Production, Training, Data Analysis, Usability Testing, VUI Design, Project Management, UX/UI Design, Growth Mindset