Ngan Kim Tran

Increased SMB publisher sign-ups for Microsoft Monetize Now (MMN), a beta-phase ad monetization platform, by 30% through targeted outreach via social media posts, internal community forums, and direct engagement

Replaced the legacy email-based contact support system to an integrated in-UI solution, achieving a 4.33 CSAT score by defining product requirements and collaborating with engineering, design, and customer support teams

Boosted contact support form submissions by 25% by leveraging Microsoft Clarity to analyze user behavior, optimize click patterns, and implement data-driven design changes that improved user engagement

Led the development and system integration of a promotional email opt-in design that collects and stores user consent after ensuring compliance with Microsoft’s accessibility, security, privacy, and legal standards

Enabled sales and customer support teams to enhance their preparedness and effectively communicate new feature releases to publishers by creating presentations, video demos, and one-pagers

Achieved a 15% reduction in user-reported issues by leading user research initiatives that informed the development of a new onboarding and profile completion process

Launched a web-based video conferencing platform for Drexel University to host 30+ virtual networking and student events by configuring back-end settings and enabling key features for user accesses

Spearheaded the product direction for an in-house scheduling and event management app by coordinating with a team of 4 (1 designer, 3 engineers) to refine usability through rapid iterations based on internal feedback

Expanded Ciright CyberOne webpage traffic by 30% by creating case studies, blogs, and presentations to support the release and testing of 200 CyberOne biometric security cards, enabling passwordless authentication

Enhanced 5G coverage and network messaging on the Xfinity Mobile network webpage by defining and documenting the project scope and deliverables to ensure clear customer communication of 5G capabilities

Conducted a competitive market analysis of the top four phone carrier’s network pages and presented design recommendations that influenced the design team in adopting to a revamped UI layout

Delivered key project milestones on time by utilizing Jira to manage the product backlog and track progress while documenting and sharing updates in Confluence across cross-functional teams