Camila T.

UX Designer

Senior Service Designer
1/1/2023 - Present

Relocated the main email trigger for missing items during the user journey, leading to a 30% reduction in customer service tickets. Automated transactional communication and interface at the end of the packing journey, increasing customer loyalty by 45%. Implemented solutions to reduce improper billing of orders, resulting in a 25% decrease in service complaints. Built a communication trigger map with eight scenarios, eliminating at least ten unnecessary communications. Decreased communication delay between transportation management systems, enhancing inventory efficiency by 40%. Improved the quality audit at the end of the process by an additional 5%, facilitating the implementation of innovative resources such as put to wall. Incorporated a signature in the interface, reducing issues with recipient data by over 50%. Developed technical expertise in systems integration and automation, contributing to significant operational efficiencies and customer satisfaction improvements.

Mid-Level Service Designer
8/1/2022 - 1/1/2023

Led extensive studies to identify and leverage improvement opportunities in user experience, achieving a more than 30% increase in payments via proprietary store cards during peak periods. Enhanced user engagement on result lists by up to 45% through the implementation of an advanced recommendation tool with more appealing attributes. Successfully doubled the capacity of the registration team by accelerating the automation of strategic keywords. Amplified conversion rates by 150% following significant modifications to the coupon mechanism, which also resulted in a reduction of over 50% in customer service complaints. Conducted over five workshops on technical design, guidelines, and documentation, focusing on processes that directly impact the user journey.

Mid-Level Content Designer
8/1/2021 - 8/1/2022

Conducted research on the new category menu, taxonomy, and information architecture, monitoring the implementation that led to a 15% growth in product page engagement. Developed content and interface enhancements for exchanges and returns, significantly boosting user loyalty and achieving a nearly 40% conversion rate upon interaction with the new feature. Led an initiative to redefine the tone and voice, implementing a novel research method (RFV methodology) that analyzed variations in 10 different emotions filtered through personas and purchasing profiles.

Senior Marketing Analyst
4/1/2019 - 5/1/2021

Led strategic enhancement of content across various digital channels, including websites and social media. Reviewed and optimized SEO content generated by third parties, ensuring alignment with brand standards and objectives. Created user-centric content such as landing pages, screen applications, push notifications, and medical articles to engage and inform audiences. Monitored and analyzed KPIs for lead generation, adjusting strategies to boost performance. Developed and executed landing page strategies to enhance both awareness and conversion rates. Applied SEO and Google Business strategies to improve search visibility and local search performance.

Journalism at Federal University of Viçosa
2009 - 2013

MBA Digital Communication at University of São Paulo
2018 - 2020

Sociology at Public University of Navarre
2012 - 2013

UX Design at BrainStation Canada
7/1/2023

Course English as a Second Language at George Brown College
5/1/2023

Course Advanced English at ILAC Toronto
8/1/2022

UX Writing for Chatbots at SMARKIO Brasil
6/1/2021

Course UX Writing at Mergo School
6/1/2020