Design Team Lead

Fareportal

Fareportal powers hybrid travel agencies like CheapOair and OneTravel, enabling travelers to book and manage trips through web, mobile apps, or certified travel agents.

I joined Fareportal for the unique challenge of optimizing a high-traffic, direct-to-consumer booking site—finding ways to drive revenue while improving customer satisfaction.

April 2013 – October 2015

Data-driven design leadership

In an industry with razor-thin margins, every design decision was rooted in conversion metrics and revenue impact. Leading a team of designers, I focused on travel booking flows, customer profiles, and support products. My work included:

  • Running ongoing user tests, analytics reviews, and A/B experiments to optimize conversion.
  • Launching a responsive redesign of the flight booking path, which doubled mobile web conversions.
  • Redesigning CheapOair’s Customer Service portal with new self-service tools, reducing non-revenue generating calls to the contact center.

Case Studies

At Fareportal, I prioritized responsive design, automation, and self-service solutions to boost conversion rates, significantly reduce customer support calls, and enable call center teams to focus on higher-value, revenue-generating opportunities.