Hi, my name is Alex — A UX designer at Amazon. Previously at Morgan Stanley.
Recent work
Creating an internal and external virtual assistant
Created new tools that agents use to get the right help to our advertisers quickly. Reduced agent FCR by 10.4% and AHT by 10.1% in under two months which provided a 95% resolution rate overall.
View Project
Complete help center overhaul
Rethinking how advertisers browse and receive help. Prevented 19,250+ agent contacts and increased engagement with and discoverability of support center content.
View Project
In-UI help that speeds up advertisers tasks to be done
Meeting advertisers where they are with help and on-boarding content that is relevant to completing the task at hand.
View Project
Want to see more? Reach out here.