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Summary

Creative and detail-oriented UI/UX designer with two years of experience in transforming ideas into high-fidelity Figma designs for desktop and mobile. Skilled in collaborating with stakeholders to create targeted design briefs, enhancing design systems with new UI components, and refining designs based on feedback from Senior Designers and Product Owners.

Adept at conducting user research and testing to inform design decisions, as well as developing customer-friendly UI labelling copy to improve user experience. Passionate about designing intuitive interfaces that align with both user needs and business goals.

Technical Skills
Figma

High-Fidelity Designs

Balsamiq

Low-Fidelity Mockups

WordPress & Webflow

Setup, Administration, Templates & Plugins

Miro

Collaboration, Brainstorming, Low-Fidelity

HTML & CSS

Web Languages

Slack, Google Suite, HubSpot

Business Applications

Professional Experience
Power Diary
2023 – presentRemote
Associate UI Designer

Transitioned into a dynamic hybrid role, leveraging an expanded skill set to drive commercial success and enhance team collaboration.

Key Accomplishments

  • •Collaborating with stakeholders to create design briefs that meet their needs.
  • •Transforming low-fidelity mock-ups into high-fidelity Figma designs for desktop and mobile to support development.
  • •Enhancing design systems with new UI components for ongoing and future use.
  • •Accept feedback from Senior Designers and Product Owners to refine designs.
  • •Proposing clearer, customer-friendly UI labelling copy.
    • 2022 – presentRemote
    Senior Customer Support Agent

    Based on my earlier accomplishments at Power Diary, I was promoted to a newly-created senior-level role with the following additional accomplishments;

    Key Accomplishments

  • •Handled over 2,500 customer interactions via email, Live Chat, and teleconference from June 1, 2022, to June 1, 2023, with exceptional engagement.
  • •Achieved a 70% first-response resolution rate for email tickets, a key performance indicator of prompt issue resolution.
  • •Earned a 91% satisfaction rate from 150 customer surveys, with top "Great" ratings, demonstrating a commitment to service excellence.
  • •Maintained a 14-hour average response time, consistently meeting the 24-hour KPI for timely customer support.
  • •Led mentoring and training efforts, sharing technical expertise to boost team performance.
    • Callum Hepburn
    1 / 2
    2020 – 2022Remote
    Customer Support Agent

    Power Diary is a SaaS platform providing practice management software to allied health clinics. I provide the following key services across the UK, Ireland and continental Europe;

    Key Accomplishments

  • •Understand and triage incoming support requests, ensuring they are assigned to the right team.
  • •Conducted sales demonstrations to potential health clinic clients.
  • •Provided technical support and training sessions for both small and large clients, leading to increased customer satisfaction.
  • •Record product bugs and user feedback for engineers and product team.
    • 2017 – 2020Leeds, England
    Reapit, Template Service Analyst

    Combined client-facing role investigating, troubleshooting and resolving issues in-line with company SLA, and working on client projects onboarding onto global real estate SaaS platform.

    Key Accomplishments

  • •Delivered 25 client projects from scoping to deployment, meeting project Go-Live.
  • •Resolved incident tickets within SLA requirements.
  • •Created internal support documentation for colleagues and client-facing materials for knowledge sharing.
  • •Conducted real-time video and screen-sharing calls with new clients to address technical questions and custom requirements.
    • Education
    2008 – 2011Dundee, Scotland
    2006 – 2008Aberdeen, Scotland
    Certificates
    Figma Design Basics and Features

    Certificate of Completion, Alison.com, May 2023

    User Interface Design With Figma

    Certificate of Completion, Alison.com, May 2023

    Remote Working: Setting Yourself Up for Success

    Certificate of Completion, LinkedIn Learning Path, May 2020

    Callum Hepburn
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