My Portfolio

The Need

The client is going through a complete system design overhaul, and this includes their IVR system. Their current IVR system is menu-based and not a very personalized experience. The system is also putting a lot of callers through to customer service representatives (CSRs). The client wants a more interactive and pleasurable IVR experience for their customers while reducing the amount of callers that reach CSRs. They want to kick off the redesign process by just focusing on caller intents relating to billing.

The Solution

We upgraded the client's IVR system to the standards of Conversational IVR. Instead of a menu-based experience, the caller can speak freely and the IVR will pick up keywords in their speech to identify their intent. We mapped and scripted user interaction flows for all possible billing questions as well as universal flows for processes like user authentication and identifying a user's policy. These upgrades will provide a streamlined experience for callers and in turn reduce the amount of transfers to a CSR.

Deliverables

• 19 User interaction flows with complete conversation dialogue
• A Brand Persona to act as a guideline for the IVR's voice
• An exhaustive table of keywords that the IVR will recognize during user interaction

The Need

The hero of the Hotel Rwanda story, Paul Rusesabagina, was kidnapped by the Rwandan government and is being held in the country illegally on false charges. We need an awareness campaign that notifies the public of this injustice and encourages them to petition their elected officials to fight for his release.

The Solution

I wrote scripts, recorded voiceovers, and edited together multiple videos for a TikTok video push. These videos focused on Paul’s story, the implications of what happened, and why the public should care. The videos also gave the audience strategies for how they can act and support the #FreeRusesabagina movement. All the videos packed a substantial, yet digestible, amount of information into a 1-minute video format.

Deliverables

• Multiple, digestible videos to be shared on TikTok and other social media (see below)

The Need

The system for the marketing department to submit automation requests is very inefficient and prone to data loss. The system is managed in a single Smartsheet file, and all users, both request submitters (marketing team) and request handlers (automation team), have full edit access to the entire document. The automation team needs a more organized system for receiving requests, and the marketing team needs a more streamlined experience for tracking the progress of their requests.

The Solution

I completely redesigned the automation request system in Smartsheet. Instead of a single sheet to handle all requests, there are now 3 sheets: one for unclaimed requests, one for requests in progress, and one for completed requests. The in-progress sheet can be filtered by the request handler’s name so that there is no overlap between automation team members. Also, each of the 25 marketing department members now have their own Smartsheet file where they can track the status of their submitted automation requests.

Deliverables

• A completed system of Smartsheet tables for the automation system
• A revised input form to intake marketing automation requests
• Instruction manuals for the new request system for both request submitters and handlers

The Need

The Cards Against Humanity office has multiple unused TVs mounted around the space. Management wants those TVs to be turned into dashboards that display useful metrics and information for employees in the office. Each TV is near a different department, and each department has different information needs.

The Solution

Using the Cyfe dashboard platform and compact HDMI computers, I implemented 2 different styles of dashboards on the TVs for the office lobby and the customer service department. The lobby TV contains widgets that display the time, weather, Metra train schedule, podcast schedule, and a Slack-powered gif board. The customer service dashboard also contains the time, weather, and Metra train schedule, but also includes a tracker for the number of unread emails and a connection to Envoy that displays the names of guests who’ve checked into the office.

Deliverables

• Lobby Dashboard (time, weather, Metra train schedule, podcast schedule, Slack-powered gif board)
• Customer Service Dashboard (time, weather, Metra train schedule, email tracker, Envoy tracker)