Implementation Manager

• Mar 2023 - Present

Solutions Architect

• Jan 2022 - Feb 2023

Implementation Consultant

• Mar 2021 - Jan 2022

L2 Implementation Specialist

• Sep 2020 - Feb 2021

Implementation Specialist

• Oct 2017 - Aug 2020

• Scoped Implementation projects, created and delivered SOWs, managed timelines of data migrations from scope to delivery • Collaborated with Customer Success, Sales, Support, Engineering, and Product teams when needed to ensure customer satisfaction • Trained and mentored new hires, associates, and interns • Analyzed competitor platforms and made product suggestions based around analysis • Assisted in creating and documenting best practices guides

Product Specialist/Shift Lead

• Aug 2016 - Oct 2017

• Provided specialized chat and email support to product users • Worked on numerous projects to increase team efficiency and overall product/process knowledge • Handled escalated tickets as needed • Identified areas of confusion and authored FAQs for platform Help site accordingly • Served as point-of-contact for support agents requiring consultation on solutions/process • Served as point-of-contact between developers and support agents in instances of high-priority service… Show more • Provided specialized chat and email support to product users • Worked on numerous projects to increase team efficiency and overall product/process knowledge • Handled escalated tickets as needed • Identified areas of confusion and authored FAQs for platform Help site accordingly • Served as point-of-contact for support agents requiring consultation on solutions/process • Served as point-of-contact between developers and support agents in instances of high-priority service issues • Assigned support agents between queues to ensure SLAs were being met

Product Marketing

• Mar 2018 - Aug 2019

- Developed and executed social media marketing strategy to increase brand awareness and user growth - Collaborated with numerous influencers to grow user base and promote new features - Conducted sales calls with potential clients - Conducted user interviews with app users to enhance product usability and perform market research - Pitched slide decks to investors - Developed and executed social media marketing strategy to increase brand awareness and user growth - Collaborated with numerous influencers to grow user base and promote new features - Conducted sales calls with potential clients - Conducted user interviews with app users to enhance product usability and perform market research - Pitched slide decks to investors

Customer Care Agent

• Jun 2015 - Aug 2016

• Assisted users with inquiries across various Yahoo properties (Mail, Accounts, Fantasy Sports, etc.) utilizing multiple channels of support • Moderated Yahoo’s Community Support Forum and Yahoo Support’s Facebook/Twitter page • Made recommendations for product improvement based on client input • Utilized assigned level of discretion in maintaining users’ account security

Customer Experience Intern

• Jul 2014 - Jun 2015

• Utilized CRM systems to provide world-class support through phone and email to Yahoo account holders for account management issues • Troubleshot and provided solutions to customers for complex technical issues • Performed heavy data entry for new, closed and existing accounts • Made recommendations for product improvement based on client input

ESL Tutor

• Mar 2011 - Dec 2013

• Assisted immigrant students with college coursework along with personal issues • Created and maintained electronic records of student activity and development • Communicated with instructors and made recommendations for individual and program development • Assisted immigrant students with college coursework along with personal issues • Created and maintained electronic records of student activity and development • Communicated with instructors and made recommendations for individual and program development