Experience

San Jose Animal Care Center

• United States
• Ranching
• 1 - 100 Employee

• Shelter Volunteer

  • Mar 2023 - Present

  I am thrilled to have become a dog walker in the first new group of volunteers since the COVID pandemic shut down the volunteer program. I am also going to be working with cats and kittens, and am pursuing becoming an adoption counselor. I am thrilled to have become a dog walker in the first new group of volunteers since the COVID pandemic shut down the volunteer program. I am also going to be working with cats and kittens, and am pursuing becoming an adoption counselor.



Wildlife Center of Silicon Valley

• United States
• Philanthropic Fundraising Services
• 1 - 100 Employee

• Wildlife Volunteer

  • Sep 2021 - Present

  I care for, feed, medicate, and release a wide variety of native mammals and birds. This includes observing the animals for signs of any physical or behavioral changes, providing appropriate enrichment, and learning special skills such as tube feeding. I care for, feed, medicate, and release a wide variety of native mammals and birds. This includes observing the animals for signs of any physical or behavioral changes, providing appropriate enrichment, and learning special skills such as tube feeding.



California Wildlife Center

• United States
• Veterinary Services
• 1 - 100 Employee

• Wildlife Admissions Intern

  • Sep 2019 - Nov 2019

  Focused on communicating with the public about wildlife issues by fielding calls on the emergency hotline. Assisted staff with patient admissions from the public, and coordinated patient transports. • Answered a wildlife rescue hotline which receives up to 28K calls per year. Engaged with the callers compassionately and professionally while keeping the calls focused so as to efficiently manage the incoming call volume. • Advised the public, who were often in stressful situations… Show more Focused on communicating with the public about wildlife issues by fielding calls on the emergency hotline. Assisted staff with patient admissions from the public, and coordinated patient transports. • Answered a wildlife rescue hotline which receives up to 28K calls per year. Engaged with the callers compassionately and professionally while keeping the calls focused so as to efficiently manage the incoming call volume. • Advised the public, who were often in stressful situations, regarding conflicts with wildlife. Advocated for solutions which addressed human concerns while safeguarding animal life. • Instructed rescuers about how to safely capture and handle injured wild animals, including techniques for reuniting healthy baby animals with their parents in the field when possible. • Learned the specific requirements and limitations for rehabilitation and release of numerous animal species, and used the knowledge to set appropriate expectations with rescuers around recovery versus humane euthanasia. • Prepared and administered diets and medications, and performed facilities and enclosure management activities in support of staff daily or as needed. Show less Focused on communicating with the public about wildlife issues by fielding calls on the emergency hotline. Assisted staff with patient admissions from the public, and coordinated patient transports. • Answered a wildlife rescue hotline which receives up to 28K calls per year. Engaged with the callers compassionately and professionally while keeping the calls focused so as to efficiently manage the incoming call volume. • Advised the public, who were often in stressful situations… Show more Focused on communicating with the public about wildlife issues by fielding calls on the emergency hotline. Assisted staff with patient admissions from the public, and coordinated patient transports. • Answered a wildlife rescue hotline which receives up to 28K calls per year. Engaged with the callers compassionately and professionally while keeping the calls focused so as to efficiently manage the incoming call volume. • Advised the public, who were often in stressful situations, regarding conflicts with wildlife. Advocated for solutions which addressed human concerns while safeguarding animal life. • Instructed rescuers about how to safely capture and handle injured wild animals, including techniques for reuniting healthy baby animals with their parents in the field when possible. • Learned the specific requirements and limitations for rehabilitation and release of numerous animal species, and used the knowledge to set appropriate expectations with rescuers around recovery versus humane euthanasia. • Prepared and administered diets and medications, and performed facilities and enclosure management activities in support of staff daily or as needed. Show less



San Jose State University

• United States
• Higher Education
• 700 & Above Employee

• Customer Service Specialist, Facilities Development & Operations

  • Apr 2018 - Sep 2018

  Part of a 3-person team which received, processed and tracked all incoming facilities work requests for the campus via e-mail, web, radio, phone or in-person. • Exercised critical judgement in triaging requests and creating work orders in accordance with aggressive goals of efficiency and accuracy. • Balanced responsibility for multi-line phone support, friendly customer service and radio dispatch in a calm and professional manner in a fast-paced, interrupt driven… Show more Part of a 3-person team which received, processed and tracked all incoming facilities work requests for the campus via e-mail, web, radio, phone or in-person. • Exercised critical judgement in triaging requests and creating work orders in accordance with aggressive goals of efficiency and accuracy. • Balanced responsibility for multi-line phone support, friendly customer service and radio dispatch in a calm and professional manner in a fast-paced, interrupt driven environment. • Determined appropriate card key access levels, and processed hard and card key requests, distribution and collection. Show less Part of a 3-person team which received, processed and tracked all incoming facilities work requests for the campus via e-mail, web, radio, phone or in-person. • Exercised critical judgement in triaging requests and creating work orders in accordance with aggressive goals of efficiency and accuracy. • Balanced responsibility for multi-line phone support, friendly customer service and radio dispatch in a calm and professional manner in a fast-paced, interrupt driven… Show more Part of a 3-person team which received, processed and tracked all incoming facilities work requests for the campus via e-mail, web, radio, phone or in-person. • Exercised critical judgement in triaging requests and creating work orders in accordance with aggressive goals of efficiency and accuracy. • Balanced responsibility for multi-line phone support, friendly customer service and radio dispatch in a calm and professional manner in a fast-paced, interrupt driven environment. • Determined appropriate card key access levels, and processed hard and card key requests, distribution and collection. Show less



WEPAY, INC.

• Redwood City, CA

• Receptionist/Project Assistant

  • Jun 2014 - 2016

  As the face of WePay, I created a warm and welcoming atmosphere for our guests which embodied the core company values of helpfulness, inclusiveness, collaboration and positive energy. I supported the Risk Management, Customer Delight and Legal departments with ongoing and periodic projects, and provided a wide variety of office services. • Key contributor for the Risk Management team, significantly reducing the team’s workload by providing credit card dispute support for four… Show more As the face of WePay, I created a warm and welcoming atmosphere for our guests which embodied the core company values of helpfulness, inclusiveness, collaboration and positive energy. I supported the Risk Management, Customer Delight and Legal departments with ongoing and periodic projects, and provided a wide variety of office services. • Key contributor for the Risk Management team, significantly reducing the team’s workload by providing credit card dispute support for four banks. • Enabled recovery attempts worth $150K after a system error caused a backlog of over 1,000 dispute claims. • Supported partner banks in determining disputed claim legitimacy by assessing and providing them with the relevant documents. • Reduced 2014 tax exposure by tracking down and providing instruction to inactive account owners with positive account balances. • Met requirements for first time ISO certification by documenting and maintaining four dispute processes. The documents were further used in training and knowledge base creation. • Brought three account review queues back under SLA after a prolonged backup by conducting fraud scans on new accounts. Show less As the face of WePay, I created a warm and welcoming atmosphere for our guests which embodied the core company values of helpfulness, inclusiveness, collaboration and positive energy. I supported the Risk Management, Customer Delight and Legal departments with ongoing and periodic projects, and provided a wide variety of office services. • Key contributor for the Risk Management team, significantly reducing the team’s workload by providing credit card dispute support for four… Show more As the face of WePay, I created a warm and welcoming atmosphere for our guests which embodied the core company values of helpfulness, inclusiveness, collaboration and positive energy. I supported the Risk Management, Customer Delight and Legal departments with ongoing and periodic projects, and provided a wide variety of office services. • Key contributor for the Risk Management team, significantly reducing the team’s workload by providing credit card dispute support for four banks. • Enabled recovery attempts worth $150K after a system error caused a backlog of over 1,000 dispute claims. • Supported partner banks in determining disputed claim legitimacy by assessing and providing them with the relevant documents. • Reduced 2014 tax exposure by tracking down and providing instruction to inactive account owners with positive account balances. • Met requirements for first time ISO certification by documenting and maintaining four dispute processes. The documents were further used in training and knowledge base creation. • Brought three account review queues back under SLA after a prolonged backup by conducting fraud scans on new accounts. Show less



ProMatch

• Computer and Network Security
• 1 - 100 Employee

• Member Services Co-Lead

  • Oct 2013 - Jun 2014

  ProMatch is a professional job seekers network providing workshops and career counseling services to its members. Three permanent staff members operate and administer the program, while the members serve to provide daily operational management, group leadership, and facilitation of meetings, workshops and other services. As the Co-Lead for the Front Desk in the ProMatch office I utilized my customer service, training and process improvement skills to serve the ProMatch membership. I… Show more ProMatch is a professional job seekers network providing workshops and career counseling services to its members. Three permanent staff members operate and administer the program, while the members serve to provide daily operational management, group leadership, and facilitation of meetings, workshops and other services. As the Co-Lead for the Front Desk in the ProMatch office I utilized my customer service, training and process improvement skills to serve the ProMatch membership. I coordinated staffing of the desk, and provided the volunteers with training and continuous mentoring. I also reviewed, updated and created as needed the documentation which guides the work of the volunteers, as well as managed the supplies and stock for the snack and beverage service in the office. As part of the greater leadership team I participated in continuous succession planning, on-boarding and training of new leaders. At ProMatch's Spring Alumni Mixer in April of 2014 I also served as a member of the event planning committee. Show less ProMatch is a professional job seekers network providing workshops and career counseling services to its members. Three permanent staff members operate and administer the program, while the members serve to provide daily operational management, group leadership, and facilitation of meetings, workshops and other services. As the Co-Lead for the Front Desk in the ProMatch office I utilized my customer service, training and process improvement skills to serve the ProMatch membership. I… Show more ProMatch is a professional job seekers network providing workshops and career counseling services to its members. Three permanent staff members operate and administer the program, while the members serve to provide daily operational management, group leadership, and facilitation of meetings, workshops and other services. As the Co-Lead for the Front Desk in the ProMatch office I utilized my customer service, training and process improvement skills to serve the ProMatch membership. I coordinated staffing of the desk, and provided the volunteers with training and continuous mentoring. I also reviewed, updated and created as needed the documentation which guides the work of the volunteers, as well as managed the supplies and stock for the snack and beverage service in the office. As part of the greater leadership team I participated in continuous succession planning, on-boarding and training of new leaders. At ProMatch's Spring Alumni Mixer in April of 2014 I also served as a member of the event planning committee. Show less



ARM HOLDINGS (formerly Artisan Components), San Jose, CA

• San Jose, CA

• Product Usage Analyst

  • 2003 - 2011

  Drove customer compliance program from implementation to maturity for the purpose of collecting and recovering royalty revenue. Identified and managed all related system developments. • Realized a 53% increase in the usage reporting compliance rate by establishing relationships with and delivering training to over 600 customers. • Drove a 300% increase ($1M) in royalty revenue by improving data analysis, training and documentation. • Drove to a post-live defect rate of 0% for… Show more Drove customer compliance program from implementation to maturity for the purpose of collecting and recovering royalty revenue. Identified and managed all related system developments. • Realized a 53% increase in the usage reporting compliance rate by establishing relationships with and delivering training to over 600 customers. • Drove a 300% increase ($1M) in royalty revenue by improving data analysis, training and documentation. • Drove to a post-live defect rate of 0% for reporting system upgrades by performing user acceptance and regression testing, and working cross-functionally to drive all fixes to completion. • Rated 5.0 (Excellent) for customer satisfaction after creating and conducting targeted training for 21 external auditors, including PWC and Deloitte, in the use of global intellectual property reporting system. • Increased operational efficiency and reduced call volume by using customer feedback to optimize the reporting web tool resulting in 50% growth over three years without adding staff. • Thrilled and satisfied a customer by going above and beyond to provide the company’s first customized, on-site training session. • Increased operational efficiency between the Marketing Services and Usage Reporting teams by standardizing and documenting 5 core processes utilized by all team members. • Enhanced customer satisfaction by greatly expanding the suite of instructional materials available online, and establishing quarterly communications. Show less Drove customer compliance program from implementation to maturity for the purpose of collecting and recovering royalty revenue. Identified and managed all related system developments. • Realized a 53% increase in the usage reporting compliance rate by establishing relationships with and delivering training to over 600 customers. • Drove a 300% increase ($1M) in royalty revenue by improving data analysis, training and documentation. • Drove to a post-live defect rate of 0% for… Show more Drove customer compliance program from implementation to maturity for the purpose of collecting and recovering royalty revenue. Identified and managed all related system developments. • Realized a 53% increase in the usage reporting compliance rate by establishing relationships with and delivering training to over 600 customers. • Drove a 300% increase ($1M) in royalty revenue by improving data analysis, training and documentation. • Drove to a post-live defect rate of 0% for reporting system upgrades by performing user acceptance and regression testing, and working cross-functionally to drive all fixes to completion. • Rated 5.0 (Excellent) for customer satisfaction after creating and conducting targeted training for 21 external auditors, including PWC and Deloitte, in the use of global intellectual property reporting system. • Increased operational efficiency and reduced call volume by using customer feedback to optimize the reporting web tool resulting in 50% growth over three years without adding staff. • Thrilled and satisfied a customer by going above and beyond to provide the company’s first customized, on-site training session. • Increased operational efficiency between the Marketing Services and Usage Reporting teams by standardizing and documenting 5 core processes utilized by all team members. • Enhanced customer satisfaction by greatly expanding the suite of instructional materials available online, and establishing quarterly communications. Show less



DIRECTV

• United States
• Entertainment
• 700 & Above Employee

• Helpdesk Administrator

  • 2001 - 2003

  Provided internal customer support to over 600 non-sales customer service agents. • Eliminated a growing backlog of 200 call tickets by streamlining the call hand-off process during a time of rapid organizational growth from 150 to 600 representatives. • Increased sales potential and first call resolution rates by redesigning a company Intranet page for ease of access and usability. • Resolved all Helpdesk inquiries within allotted response times by cultivating a network of… Show more Provided internal customer support to over 600 non-sales customer service agents. • Eliminated a growing backlog of 200 call tickets by streamlining the call hand-off process during a time of rapid organizational growth from 150 to 600 representatives. • Increased sales potential and first call resolution rates by redesigning a company Intranet page for ease of access and usability. • Resolved all Helpdesk inquiries within allotted response times by cultivating a network of subject matter experts across multiple departments. • Edited/maintained web content, Intranet content, user guides and customer correspondence for specific projects as well as within the Change Management department’s content management team.

• Customer Service Account Manager, Escalations

  • 1999 - 2001

  Resolved customer complaints that had been directed to the company’s executives. • Converted high-risk customers into repeat business by responding to volatile customer situations with diplomacy, understanding and compassion. • Received multiple letters of appreciation from customers for exceptional support and problem resolution by managing issues with integrity and ensuring that each customer felt valued and respected. • Developed and implemented the Customer Service Escalations… Show more Resolved customer complaints that had been directed to the company’s executives. • Converted high-risk customers into repeat business by responding to volatile customer situations with diplomacy, understanding and compassion. • Received multiple letters of appreciation from customers for exceptional support and problem resolution by managing issues with integrity and ensuring that each customer felt valued and respected. • Developed and implemented the Customer Service Escalations portion of the company’s new operating and CRM systems. • Increased customer retention rate by successfully negotiating compensation packages that balanced budgetary guidelines with customer satisfaction.