Experience

BeFunky Inc.

• United States
• Software Development
• 1 - 100 Employee

• Product Operations Specialist

  • Mar 2021 - Present

  • I lead operations, coordinate the product roadmap, manage cross-functional projects, and perform product research. • Operations responsibilities include: improving structural organization and communication, optimization of project processes, and administration of Jira/Confluence/Zendesk. • Research responsibilities include: facilitating internal brainstorming sessions, data analysis, industry & competitor research. • I also organize regular happy hours & plan summer/winter parties for BeFunky.



Airbnb

• United States
• Software Development
• 700 & Above Employee

• Appeals & Escalations Coordinator

  • Jul 2017 - May 2020

  • Developed enterprise protocols for handling highly sensitive cases.• Owned and led project to optimize employee-generated customer service requests. • Architected processes for other teams to submit work requests in collaboration with departmental leadership, increasing quality of work requests and decreasing quantity by 50%.

• Escalated Customer Support Specialist

  • May 2015 - Jul 2017

  • Designed and implemented the workflow for how Airbnb handles cancellations related to discrimination.• Co-developed pilot teams: “Rebooking”, “Discrimination Task Force”, “Safety Support”.



Avanti Markets

• United States
• Information Technology & Services
• 1 - 100 Employee

• IT Manager

  • Nov 2011 - May 2013

  Created and maintained a knowledge base so that in my absence, someone with little training could perform critical functions. Created and maintained a knowledge base so that in my absence, someone with little training could perform critical functions.



JMS Technical Services

• Tacoma, WA

• Owner/Digital Kiosk Technician

  • Jul 2008 - May 2012

  Installed, tested, troubleshooted, and maintained 500+ pieces of equipment nationwide. Installed, tested, troubleshooted, and maintained 500+ pieces of equipment nationwide.



Metronome Coffee

• United States
• Food and Beverage Services
• 1 - 100 Employee

• Manager

  • Nov 2010 - Aug 2011

  Created and maintained a continuous improvement program, complete with knowledge base. Created and maintained a continuous improvement program, complete with knowledge base.