Experience

Teikametrics

• United States
• Technology, Information and Internet
• 200 - 300 Employee

• Product Operations Manager

  • Oct 2021 - Present

  •Manage a team of remote Operations Analysts •Present weekly Escalation analysis to Senior Leadership•Communicate platform status across the organization each week•Field technical support inquiries via internal Escalation flows•Notify users of scheduled maintenance and known issues being addressed•Document troubleshooting processes •Track customer usage and metrics•Identify opportunities for iteration and feature refinement•Monitor data freshness and reliability•Cross collaboration with Product and Development teams to facilitate improvements in a timely manner•Interview and train new hires to the Product Operations team Show less

• Internal Escalations Program Manager

  • Apr 2020 - Present

  •Monitor internal escalation channel to address and troubleshoot issue reports in a timely manner.•Employ SQL queries to pull custom data reports from databases upon request.•Create JIRA bug tracking tickets when necessary for further development investigation.•Prioritize backlogged tickets via kanban boards to be assigned for development team sprints.•Build and maintain spreadsheet dashboard with week over week and month over month metrics in order to track reporting trends.•Host weekly meetings with company stakeholders to review the current weeks tickets and discuss the state of the ongoing backlog. •Flag any recurring patterns of issues and communicate them to the product and tech leads. Show less

• Expert Support Specalist

  • Apr 2018 - Apr 2020

  •Monitor customer support chat conversation queue and resolve requests via Intercom.•Provide SAAS technical support and account strategy for Amazon advertising optimization platforms. •Host technical walkthrough conference calls with screen sharing to help onboard new users to the software.•Review and complete daily cancellation and refund requests as well as update the ongoing tracking sheet to help manage customer churn. •Create and maintain JIRA tickets to communicate both internal and external software issues and feature requests to the development team. •Restructured internal escalation process using Zapier to streamline submissions in order to help expedite resolution time for bug reports and data requests.•Employ SQL queries to pull custom data reports from databases upon request.•Interview and evaluate potential incoming candidates for the Expert Support team.•Facilitate trainings for new employees across company in the front and back end of our software as well as internal tools used to maintain accounts.•Write and update documentation in Confluence on internal processes for troubleshooting and support. Show less



SmarterTravel

• United States
• Travel Arrangements
• 1 - 100 Employee

• Business Operations Coordinator

  • Feb 2015 - Oct 2017

  • Monitor and maintain ticketed issues in JIRA queues, prioritize long-term and short-term assignments using Kanban boards, Manage and organize active projects to ensure team members are accountable for their assignments and resolution occurs in a timely fashion.• Facilitate a quarterly access review for sensitive internal systems, databases, and applications as part of internal compliance monitoring process to ensure that all active users are appropriately provisioned with the correct access levels in scope of Sarbanes-Oxley (SOX) standards. • Coordinate with members of the Engineering, TechOps, and Business Intelligence teams to confirm that specific controls, access monitoring, and change management processes are in place as per Payment Card Industry Data Security Standards (PCI).• Leverage internal tools and third-party applications to conduct fraud research in addition to general risk and security assessment as well as doing background checks for the Office of Foreign Assets Control (OFAC) for both Tingo and Jetsetter hotel booking sites.• Create Visio flowcharts and document recurring procedures using Confluence to build reference pages on the internal wiki to help visualize these processes as well as map more complex internal systems to provide clarity for cooperating departments.• Run a weekly meeting with external partners in order to identify issues and actively update an ongoing document in order to hold partners accountable for outstanding items. Show less

• Member Services Specialist (Tingo.com & Jetsetter.com)

  • 2015 - 2016

  • Interviewed incoming applicants for the Member Services team, Managed the in-office weekend support team, and set up a PagerDuty urgent escalation alert system for on call agents while out of office.• Communicated with our external inventory partners as well as with properties directly and coordinated with internal editorial and engineering teams to handle site content or inventory update requests.• Handled customer support inquiries via phone call and e-mail queues which included using our internal Admin tool to process modification and cancellation requests, issuing refunds, managing accounts and adjusting email subscription preferences, creating invoices, and keeping track of open issues using a ZenDesk ticketing queue. Show less



Apple

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

• Scheduling Administrator

  • 2012 - 2014

  • Used Kronos scheduling tool to build the weekly schedule for the entire store staff including retail floor coverage and both mobile and desktop technician rotations at the Genius Bar as well as being responsible for publishing and distributing the schedule in a timely manner as not to not disrupt the flow of the business.• Arranged in store meetings, trainings, and workshops for both employees and external customers.

• Specialist/ Scheduling Admin

  • 2011 - 2013

  • Handled customer support, sales, and returns in addition to fielding general trouble shooting requests related to Apple products and third party accessories.• Facilitated Computer and Mobile Device setup and data transfer.• Provided basic Apple technical support in person/over the phone.



The Art Institute of Boston

• United States
• Higher Education
• 1 - 100 Employee

• Adjunct Faculty

  • 2010 - 2011

  • Built sequential lesson plans and assignments to employ in teaching weekly art based pre-college courses focused on art history and the graphic novel. • Reviewed student work and providing feedback and constructive critiques on how they can develop as well as grading all assignments. • Built sequential lesson plans and assignments to employ in teaching weekly art based pre-college courses focused on art history and the graphic novel. • Reviewed student work and providing feedback and constructive critiques on how they can develop as well as grading all assignments.



Million Year Picnic

• Front Desk Clerk/ Inventory

  • 2009 - 2011

  • Sales and returns, Digital data entry, Manual inventory tracking, Stocking shelves, Filling weekly subscription services, General store maintenance. • Sales and returns, Digital data entry, Manual inventory tracking, Stocking shelves, Filling weekly subscription services, General store maintenance.