My approach to service design is deeply shaped by the diversity of my lived experience, driving me to craft inclusive, forward-thinking solutions across both products and services. I’m passionate about designing with—not just for—people, and that perspective has guided my work across government, nonprofits, and private sector clients.

My solutions reflect a passion for smart human-centered design.

As a Customer Experience (CX) Strategist at the Department of Homeland Security, I collaborate with high-impact service providers like FEMA, CBP, and TSA to improve critical public services. Notably, I’ve led the mapping and analysis of complex immigration services from both noncitizen and federal employee perspectives—work that highlights the power of human-centered design in addressing systemic challenges and operational pain points.

Before DHS, I served as Director of Customer Care at Colonial Parking, where I combined service strategy with hands-on leadership to elevate customer experience. My career also includes collaborations with organizations such as the Congressional Hispanic Caucus Institute (CHCI), CARECEN, the Potomac Conference of Seventh-day Adventists, Arise SDA Church, and others, reflecting my long-standing commitment to community and equity.

Across every role, my goal is to design services that are not only efficient—but meaningful, empathetic, and accessible.