Digital Service Designer
I'm Atom, an innovative Digital Service Designer with a deep passion for transforming user needs into engaging and efficient digital solutions. With a strong foundation in design thinking and user experience strategy, I specialize in creating intuitive interfaces and seamless service experiences. By leveraging advanced technologies and a collaborative approach, I drive digital innovation and excellence, simplifying complex systems to make them accessible for all users. My goal is to create impactful digital interactions that enhance user satisfaction and business success.
As the Manager of Care Digital Design at Freedom, I've spearheaded our Customer Care Digital Experience strategy, significantly enhancing support outcomes and customer satisfaction. Over four years, I've led efforts that consistently surpassed key performance indicators, including CSAT and first contact resolution. My collaborative work with Care Leaders and cross-functional teams has established our Digital Support channel as a primary contact point for customers, driving substantial improvements in service efficiency and cost savings.
As an experienced Creative Director with Atom Smith Media and extensive tenure in digital and customer experience management, I bring over 20 years of expertise in leading innovative projects and transforming digital landscapes. My role involves directing comprehensive digital content production, from concept through execution, ensuring alignment with strategic brand standards. My leadership not only enhances brand visibility but also drives significant audience engagement through expertly crafted digital, print, and motion graphics content.
As the Manager, User Design (Web & Mobile) at Intraday School Messenger, I led the strategic and operational aspects of web and mobile design initiatives. My responsibilities included guiding multidisciplinary teams to enhance digital operations and customer experiences. I managed the entire project lifecycle, from planning through execution, focusing on innovative UX/UI standards and maintaining consistent branding across platforms. My leadership significantly improved project efficiency and team performance, aligning digital solutions with business goals.
As the Manager of Customer Journey Design at Rogers Communications Inc., I was responsible for optimizing the customer experience across all digital and physical touchpoints. My role focused on mapping out end-to-end customer journeys, identifying gaps, and implementing strategic improvements. By leading cross-functional teams in project management and user experience initiatives, I significantly enhanced customer interactions, ensuring that strategic insights translated into actionable, customer-centric solutions.
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Developed skills involving key digital platforms such as Instagram, Facebook, Twitter, and YouTube. Best practices and hands-on coursework for an ever- changing field
Hands-on training in Adobe Illustrator, InDesign, and Photoshop. Learn basic coding, website design, and creative solutions for print and digital.
Three-year advanced diploma program, you will gain fundamental skills and knowledge to deal with the challenging and sometimes fast-paced situations within the management function of an organization.
