Experience

Arrived Workforce Connections

• United States
• Software Development
• 1 - 100 Employee

• Junior Product Manager

  • Jan 2023 - Nov 2023

  Fresno, California, United States • Orchestrated and led the product design efforts during a major scheduling product redesign, overseeing the completion of design elements and collaborating closely with a team of designers to fully develop the new product. • Crafted a comprehensive product requirements document, serving as a definitive guide for product development. Additionally, created detailed workflow documents to ensure the product would deliver a user-friendly experience. • Developed user stories for each feature… Show more • Orchestrated and led the product design efforts during a major scheduling product redesign, overseeing the completion of design elements and collaborating closely with a team of designers to fully develop the new product. • Crafted a comprehensive product requirements document, serving as a definitive guide for product development. Additionally, created detailed workflow documents to ensure the product would deliver a user-friendly experience. • Developed user stories for each feature of the product, providing precise instructions to internal teams involved in its development. • Fostered collaboration with department leaders to effectively track and manage the progress of the redesign, ensuring timely achievement of benchmarks and milestones. • Conducted rigorous Quality Assurance testing on the product to ensure alignment with defined product requirements. • Maintained responsibility for managing the Support department and all customer interactions, providing a high standard of customer satisfaction.

• Customer Support Manager

  • Jan 2022 - Jan 2023

  Fresno, California, United States • Effectively onboarded, trained, and supervised a team of Support and Implementation Associates, providing performance coaching to meet and exceed company benchmarks and enhance overall customer satisfaction. • Demonstrated expertise in developing and maintaining a comprehensive Support knowledgebase, ensuring clients have access to accurate and up-to-date information to address their inquiries and concerns. • Conducted Quality Assurance product testing for every product release… Show more • Effectively onboarded, trained, and supervised a team of Support and Implementation Associates, providing performance coaching to meet and exceed company benchmarks and enhance overall customer satisfaction. • Demonstrated expertise in developing and maintaining a comprehensive Support knowledgebase, ensuring clients have access to accurate and up-to-date information to address their inquiries and concerns. • Conducted Quality Assurance product testing for every product release, ensuring optimal functionality. • Owned the creation and distribution of release notes to clients for each product update, delivering clear and detailed communication to inform customers of new features and enhancements. • Led the rebranding initiative from gigRonin Inc. to Arrived Workforce Connections, collaborating closely with stakeholders and designers to develop a compelling brand logo. Simultaneously, spearheaded the development and launch of a new company website, providing an engaging online presence. • Managed all aspects of social media networks, blog posts, and marketing communications, ensuring consistent brand messaging and engaging content to drive customer engagement and brand awareness.

• Customer Service Staffing Specialist

  • Jan 2020 - Dec 2021

  Fresno, California, United States • Established the organization's Customer Support program, developing and implementing streamlined processes and policies to minimize customer effort and enhance operational efficiency. • Provided comprehensive support to clients through various channels, including email, messaging, phone, and in-person interactions, ensuring prompt and effective resolution of their inquiries and concerns. • Successfully implemented a robust suite of Support tools, optimized to manage client interactions… Show more • Established the organization's Customer Support program, developing and implementing streamlined processes and policies to minimize customer effort and enhance operational efficiency. • Provided comprehensive support to clients through various channels, including email, messaging, phone, and in-person interactions, ensuring prompt and effective resolution of their inquiries and concerns. • Successfully implemented a robust suite of Support tools, optimized to manage client interactions and facilitate efficient communication and collaboration across departments within the organization. • Developed and launched internal business policies across departments, fostering a culture of ownership and transparency in every client interaction, resulting in improved customer satisfaction and consistently meeting and exceeding SLAs. • Supported 200+ contractors, coordinating interviews, ensuring employee engagement, and managing attendance and performance.



Square

• United States
• Software Development
• 700 & Above Employee

• Customer Success Specialist - Quality Assurance

  • Oct 2017 - Jul 2019

  San Francisco Bay Area • Established and launched a Customer Success Quality Assurance program, developing customer satisfaction-focused quality standards and reducing customer effort while aligning with internal business priorities. • Created a suite of self-made tools to enhance the work of the Customer Success Quality Assurance team, actively supporting any toolset issues while identifying gaps and iterating to address future needs. • Built and maintained a high-level Quality Assurance dataset within the… Show more • Established and launched a Customer Success Quality Assurance program, developing customer satisfaction-focused quality standards and reducing customer effort while aligning with internal business priorities. • Created a suite of self-made tools to enhance the work of the Customer Success Quality Assurance team, actively supporting any toolset issues while identifying gaps and iterating to address future needs. • Built and maintained a high-level Quality Assurance dataset within the organization's database, leveraging it to produce data visualization dashboards for business partners and frontline supporters, providing performance feedback and coaching, promoting best practices, and driving organizational change. • Collaborated cross-functionally to expand the program globally, traveling internationally to train and onboard new team members. • As a leader of the Quality Assurance team, I partnered closely with Associates on the team to provide coaching, career development, and opportunities to learn skills outside of their core responsibilities.

• Senior Support Associate

  • Jun 2016 - Sep 2017

  San Francisco Bay Area • Integral member of a specialized team, delivering real-time coaching to front-line support representatives, facilitating the resolution of complex issues, and optimizing interactions. • Served as a resource to the Support organization for advanced product knowledge and problem-solving expertise, serving as an escalation point for Support interactions. • Collaborated with Leadership and Learning and Development teams to successfully develop and launch the organization's inaugural Quality… Show more • Integral member of a specialized team, delivering real-time coaching to front-line support representatives, facilitating the resolution of complex issues, and optimizing interactions. • Served as a resource to the Support organization for advanced product knowledge and problem-solving expertise, serving as an escalation point for Support interactions. • Collaborated with Leadership and Learning and Development teams to successfully develop and launch the organization's inaugural Quality Assurance team, fostering process improvement and ensuring exceptional support standards.

• Support Associate

  • Jun 2015 - May 2016

  San Francisco Bay Area • Provided personalized account support through email and phone channels. • Delivered comprehensive classroom training to new hires as a member of the Support organization's Training Team. Taught technical skills, interpersonal skills, and technical workflows. • A member of a small team responsible for reviewing and offering constructive feedback and coaching on peer interactions, contributing to the enhancement of customer interactions.

• Support Representative

  • Mar 2014 - Jun 2015

  San Francisco Bay Area • Delivered account support through email and phone channels. • Actively contributed to the successful launch of phone support within the organization. • Mentored new supporters, guiding them in their roles and providing opportunities for observation and shadowing to promote best practices.



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Family Room Specialist

  • Feb 2012 - Feb 2014

  Fresno, California Area • Genius Bar technician proficient in efficiently diagnosing and resolving technical issues within a fast-paced appointment-based environment. • Apple One to One trainer delivering personalized instruction and guidance to users of all levels of expertise.

• Specialist

  • Oct 2010 - Feb 2012

  Fresno, California Area • Provided personalized sales assistance and setup services to ensure optimal customer satisfaction. • Leader of the Visuals team, upholding and maintaining Apple's visual standards within the store.