Hector Perla

About Hector Perla

Innovative leader with over a decade of experience in digital transformation. Customer experience (CX) strategist in both public and private sectors. Skilled in leading cross-functional teams, managing digital initiatives, and driving improvements in service delivery. Demonstrated success in implementing human-centered, trauma-informed design strategies to enhance digital services. Committed to public service, ethical and empathic leadership, and continuous improvement.

Experience

1. Cx Strategist

   U.S. Department Of Homeland Security

   Aug 2022 — Present · Washington, DC, US

   Designed and launched a directorate-wide interactive onboarding system, improving the onboarding process for new DHS hires​​.Co-led the development of a Communication Framework, a cross-component strategy that streamlined officer-noncitizen interactions, improving compliance and reducing officer workload​.Developed a Trauma-Informed Research and Design Approach to enhance services for migrants at the border, focusing on reducing re-traumatization and improving service delivery​.Conducted workshops across DHS to assess and improve Customer Experience (CX) maturity, fostering a more user-centered approach to service design​.Spearheaded the development of the Customer Experience Directorate brand, including logo design, brand messaging, and the creation of a cohesive user experience for DHS services​.

Education

• General Assembly

  User Experience Design, UX Design

  2020

• Wakefield High School

  High School Degree

  1999 — 2003

Skills

• Graphic Design
• Photography
• Microsoft Office
• Web Design
• Illustrator
• Customer Service
• Photoshop
• Newsletters
• Billing Systems
• Indesign
• Bilingual
• Microsoft Excel
• Supervisory Experience
• Accountability
• Payment Systems
• Management
• Typography
• Marketing
• Outlook
• Microsoft Word
• Powerpoint
• Social Media Marketing
• Event Planning
• Creative Direction
• Facebook
• Public Speaking
• Html
• Microsoft Outlook