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About Me
I'm a UX designer on a mission to craft intuitive and impactful user experiences, with a focus on driving conversion and efficiency across the e-commerce, travel and SaaS industries. Currently leading the AI powered future of customer service at Wayfair. Strategising to support over 20 Million active customers and their customer queries globally. And 20K + suppliers managing inventory of ~14 million products across North America, Europe, and Asia. Over the past year at Wayfair, I’ve focused on cutting Average Handle Time by 25% and increasing First Contact Resolution by nearly 50%, saving thousands of labor hours every month and boosting customer retention. The key driver being our Conversational AI Copilot , which delivered a 22% increase in First Contact Resolution and reached 90% user engagement. The ripple effect? Faster support → Happier customers → Higher retention My Strengths: 1. Backing up my design decisions with data 2. Driving impact and efficiency of a product via design 3. Cross-team collaboration 4. Executing end-to-end design-led projects
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