Experience

Lattice

• United States
• Software Development
• 400 - 500 Employee

• Customer Care Associate II

  • May 2022 - Present



Edpuzzle

• United States
• E-Learning Providers
• 200 - 300 Employee

• Customer Support Agent

  • Aug 2020 - May 2022

  • Administered high quality customer support in a variety of avenues such as email and online video conferences with customers and users of video lesson creation platform. • Provided timely and accurate response times as well as clearing of ticket queue daily. • Maintained an average 95% satisfactory rate for all existing ticket ratings. • Created and led the charge on a Tag Strategy for our Support team to help categorize and build data for all incoming inquiries within the Zendesk ticketing system. • Created Tag Data reports to help document and paint a better picture of our month to month inquiries providing more insight onto the types of tickets we received. • Provided quantitative data support on collaboration of requested reports on a variety of topics for Product or Sales teams at Edpuzzle.



Saratoga Area Senior Coordinating Council (SASCC)

• United States
• Civic and Social Organizations
• 1 - 100 Employee

• RYDE Coordinator

  • Jul 2019 - Mar 2020

  • Maintained day to day operations of a nonprofit senior transportation program • Administer a positive customer experience to clients in need of transportation or other services • Assessed challenges with old software and implemented changes with introduction of a new software for the program • Onboard and trained new drivers to understand the new system for receiving and seeing their daily route • Created training guides to new members of driver fleet • Actively monitoring clients who used service to understand other struggles they faced daily and direct them to services that SASCC or other community groups also provided. • Drove and picked up clients when demand exceeded daily route occupancy to ensure all clients received their rides • Handled payments and tracking of mileage for driver reimbursement • Conducted market research periodically of other transportation services in order to continuously improve the program and build on what we have established. • Marketed and tabled at different conferences in county with information about RYDE.



TouchPal

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Content Operations Strategist

  • Jun 2019 - Jul 2019

  • Creating relevant content for a new, growing product • Assisting in development of content operations for Spanish-speaking community of users • Contacting of health care professionals and individuals to help represent, build, and expose relevant content for a women’s health application • Analysis of key metrics related to online traction of users in a specialized software • Creating relevant content for a new, growing product • Assisting in development of content operations for Spanish-speaking community of users • Contacting of health care professionals and individuals to help represent, build, and expose relevant content for a women’s health application • Analysis of key metrics related to online traction of users in a specialized software



PlayLoops

• United States
• Software Development

• Content Editor Intern

  • Jun 2018 - Jun 2019

  • Collaborate with small team in a startup environment to design functionality of product • Create content relevant to company platform • Identify social issues affecting our local communities that are in need of exposure • Strategize usability features and product development • Understanding of societal trends to capitalize on features of product • Reach out, connect and collaborate with non-profit organizations to see how to improve their online traction • Collaborate with small team in a startup environment to design functionality of product • Create content relevant to company platform • Identify social issues affecting our local communities that are in need of exposure • Strategize usability features and product development • Understanding of societal trends to capitalize on features of product • Reach out, connect and collaborate with non-profit organizations to see how to improve their online traction



Voyager Craft Coffee

• Santa Clara, CA

• Barista

  • Sep 2017 - Jun 2019

  • Administer a positive customer experience to customers in a high-volume coffee shop • Maintained a positive and friendly attitude to customers and teammates for a comfortable, high-energy environment. • Demonstrated flexibility in scheduling, keeping of store stocked & clean, open lines of communication, and providing constructive feedback to a new, growing business • Administer a positive customer experience to customers in a high-volume coffee shop • Maintained a positive and friendly attitude to customers and teammates for a comfortable, high-energy environment. • Demonstrated flexibility in scheduling, keeping of store stocked & clean, open lines of communication, and providing constructive feedback to a new, growing business