Senior User Experience Design Consultant

Carrie Claiborn

aco57w@r.postjobfree.com * linkedin.com/in/carrieclaiborn 8 +1-816-***-****

Over ten years of experience designing engaging, innovative user interfaces, with emphasis on speech-enabled solutions; skilled in gathering organizational requirements and translating those business needs into user-friendly interactions utilizing established user-centered design methodologies; able to create effective cross-unctional, cross-organizational partnerships with customers, vendors, partners and team members; expertise in developing strategic recommendations and tactical roadmaps for speech self-service and cross-channel integration for Fortune 100 companies

Skills:

8 Context gathering & requirements documentation

8 Persona definition & localization

8 Evaluative & qualitative usability research

8 High-level visual callflows

8 Detailed dialog design specifications

8 Voice talent casting & coaching

8 Polished spoken & written communication

Education & Training:

8 B.S. in Computer Information Systems, Cum Laude, Azusa Pacific University, Azusa, CA

8 Mt. Sierra College, Monrovia, CA, Telecommunications emphasis

8 VUI Design Process & Practices, Nuance, Menlo Park, CA

8 Intro to VUI Design, VoicePartners, Overland Park, KS

Key Accomplishments:

8 Redesigned voice user interface (VUI) applications for 5 distinct internal lines of business, resulting in an 8 point increase in caller satisfaction based on client-sponsored surveys

8 Researched and redesigned the primary call routing VUI for a major wireless carrier; application realized a 14% increase in calls deflected from the call center

8 Redesigned all customer facing VUI applications for a major healthcare company; deployed applications serviced millions of consumers across 14 US states

8 Designed a web-based functional customer interface for an emerging payment processing application geared toward the medical industry; conducted competitor analysis

and ethnographic research in client practices to refine product verbiage, capabilities and functional flows

8 Managed the evolution of a web, API and device-based payment processing product, including requirements definition, market analysis, product adoption, and integration

with product development organization; spearheaded project to successfully introduce this payment solution to a major healthplan

Work History:

5/2012 to Present Senior UX Design Consultant

VoxGen, London, United Kingdom

Lead VUI design efforts for a Fortune 100 indemnity insurance organization; Responsible for all aspects of speech-enabled and DTMF voice user interface design, including context gathering, requirements analysis, usability testing, detailed design, and coaching; Approve all project test plans and participate in all phases of deployment lifecycle, including build and quality assurance debugging; Validate deployed applications through dialog traversal testing; Coordinate all grammar tuning data collection, analysis and recommendations; Perform evaluative usability and distill findings into a tailored enhancement roadmap; Manage invoicing and proposal writing.

11/2011 to 5/2012 Analyst, ACD & CTI Technologies (contractor)

BlueCross BlueShield of South Carolina, Columbia, SC

Research business requirements and current state processes to inform design proposals; Design and migrate call routing for core business areas to new LiveOps cloud-based callcenter applications; Support rigorous system testing; Coordinate implementation activities, including hardware and software deployment and onsite support; Interact with multiple business areas to identify and document re-usable deployment and maintenance processes for this new platform.

3/2011 to 8/2011 Consultant, VUI Design (contractor)

Verizon, New York, NY

Audit current state user interface experience and provide recommendations for enhancement; Lead design activities for speech-enabled and DTMF voice portal user interface applications; Modify user interface and application capabilities to support regional mandates as appropriate; Work closely with off-shore development teams to ensure

design recommendations complement current state infrastructure.

2/2008 to 12/2010 Product Manager (contractor)

Preferred Health Technology (BCBSSC), Carrollton, TX

Managed growth of a web, API and device-based payment processing product, including requirements definition, market analysis, product adoption, and integration with product development organization; Identified technical synergies and proposed solutions to address business challenges or create new business opportunities; Spearheaded development of product integration opportunities and relationships; Contributed to the development of in-house training programs, end-user resources, and marketing collateral with emphasis on

managing consistency of tone and message across all customer touchpoints; Ensured application satisfied all national and local mandates and industry-based security

standards, including HIPAA, NACHA, PA, and PCI-DSS.

1/2007 to 2/2008 Business Systems Analyst (contractor)

BlueCross BlueShield of South Carolina, Columbia, SC

Designed a web-based user interface for a new payment processing application geared toward the medical industry; Created documentation standards for maintaining new web

applications; Conducted competitor analysis and ethnographic research in client practices to refine product verbiage, capabilities and functional flows; Created and delivered presentations outlining application capabilities and concepts to senior-level audience to justify funding; Developed internal reporting solutions to satisfy billing, operations and compliance reporting requirements; Familiarity with C++, MQ, SQL, XML, WSDL, JSON, HTTPS-POST, ANSI standards 270/271 & 837/835.

3/2005 to 12/2006 Advisor, VUI Design

Anthem WellPoint, Atlanta, GA

Guided a cross-functional team to employ user-centered design methodologies and speech IVR best practices throughout application development lifecycle; Analyzed caller segmentation and provided specific recommendations to improve usability and increase penetration across segments for this major healthcare provider; Re-designed core speech recognition Voice User Interface (VUI) architecture and defined system persona, including voice talent, based on user study findings; Coached professional talent to effective delivery of system prompts; Developed comprehensive documentation specifications; Assessed available business resources and made recommendations for data capture to increase intelligence about caller behavior and system performance

3/2004 to 3/2005 Consultant, VUI Design

IBM, Overland Park, KS

Assessed functional usability, call center agent experience and caller mental model. Conducted usability testing and assessed results to identify potential enhancements;

Designed successful natural language speech recognition VUI call steering solution for major wireless carrier, resulting in a 15% increase in self-service utilization; Participated in voice talent coaching for revised VUI call steering application; Spearhead Statistical Language Model (SLM) training to support revised prompting models; Performed thorough analysis of current state marketing processes to promote user adoption of automated voice (IVR) self-service customer service channels for a major wireless carrier. Provided consultation on industry best practice and developed recommendations for a series of marketing processes to shift user behavior

3/2001 to 3/2004 Senior Telecom Engineer

Blue Shield of California, Los Angeles, CA

Provide comprehensive training and leadership to telecommunications team members pertaining to all aspects of the Blue Shield of California Telecom and Contact Center Enterprise; Coordinated IT and telecommunication efforts to design, provision and deploy 400 seat, new construction call center, including coordinating seamless transition of concurrently-running technology solutions, organizing staggered user migration schedule, and facilitating all close-down activities in retired site; Managed Definity PBX and

Octel Aria & Serenade voicemail architectures, multi-service (voice and data) networking components and peripherals, LEC and IXC contract services including T1/E1 circuitry, AT&T SDN (Software Defined Network) provisioning, Toll-Free network services, trunk group programming, utilization and capacity analysis; Designed, deployed and supported all IVR-, voicemail- and ACD-based Dual-Tone Multifrequency (DTMF) call solutions

9/2000 to 3/2001 IT Project Manager

Liberty Livewire, Burbank, CA

Effectively communicated, documented, and managed all contractual aspects of projects and assignments to meet customer needs and deadlines; Led activities pertaining to the development of future voice and data network systems; Developed engineering plans including detailed hardware and software configurations as well as extensive project implementation plans and management proposals utilized to outline and identify business needs and benefits

6/2000 to 9/2000 Technical Support Manager

Netsmart, Burbank, CA

Guided creation of Network Operations Center (NOC) for technology start-up, including development of operational processes and training programs, hiring, systems monitoring

and reporting, technology recommendations and selection, and advanced support; Managed team of support personnel responsible for first-line communication for all technology

service issues across organization

9/1999 to 6/2000 Telecom System Administrator

CarsDirect, Culver City, CA

Research and develop methodologies and lesson plans for instructing clientele and peers on a wide range of telecommunications related products and applications. Provide training and knowledge transfer to clients with all levels of comprehension regarding Avaya Communication products and equipment, how to interface with other ACD, PBX and IVR/VRU Technologies and various communication and network routing mediums in the current

marketplace; Extensive training and proficiency in the following: Definity ECS G3r PBX Platform, ACD administration and programming, CMS administration (EAS and non-EAS environments), CentreVu

10/1995 to 9/1999 Operations Analyst

Blue Shield of California, Los Angeles, CA

Designed, developed and implemented call routing software to ensure that calls are handled with a minimum wait time; Extensive training and proficiency in the following: AT&T/Lucent Technologies Definity G3r PBX, Intuity Audix, R3 CMS including DTMF callflow vector design, AT&T/Lucent Technologies Conversant IVR Platform, Workforce Management, and Business Objects; Coordination with various vendors including AT&T (Advanced Features Service Center) and Lucent Technologies

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