Customer Success Manager II

• Sep 2019 - Present

Customer Success Manager

• Jan 2018 - Sep 2019

Publisher Support Manager

• May 2016 - Dec 2017

Social Media Specialist

• Feb 2014 - Feb 2016

• Spearheaded Google’s pilot program to establish a social media presence. Now has expanded to multiple products. • Represent the face of Google’s many products on Twitter by interacting and troubleshooting with users. • Manage 4 Twitter handles with over 15.5 million followers. • Evaluate and analyze data to measure need for social media support on new products. • Identify and decipher weekly trends to explain KPI spikes and dips. • Collect and analyze quantitative and qualitative feedback about potential bugs, hardware/software launches and daily product well being to be reported to internal stakeholders. • Publish Twitter friendly guidelines for frequently asked questions and troubleshooting steps. • Support marketing team with help content to create proactive Tweets. • Oversee cases escalated from other social media agents. • Collaborate with product teams to resolve escalated customer cases. • Help @GoogleNexus raise Twitter account followers by 30% in the first 6 months of the program by improving the channel’s support experience. Show less

Tier 2 Technical Support

• Jun 2013 - Feb 2014

• Troubleshoot and resolve customer hardware, software or billing related issues by phone and e-mail. • Responded to International Tier 2, Social Media (Facebook & Twitter), Tier 2 (all products), Corporate Wellness, Special cases queues. • Escalated cases involved investigation in data, backend data, and logs. • Identify emerging issues in hardware or glitches and bugs in software and apps. • Process warranty replacements, captures and orders. • Help train and assist newer Tier 2 agents. • Consult Tier 1(Guatemala & Manila) agents with difficult cases through internal chat system. Show less

Product Flow Assistant/Digital Sport Expert

• May 2010 - Jun 2013

• Store liaison for all digital software and hardware products. • Educated and resolved customer issues with Fuelband, Nike+, iOS apps, and software. • Collect and analyze any emerging bug/glitches, concerns, and sales to Director of Digital Sport on weekly phone conferences. • Managed store’s social media outreach on Twitter by creating content promoting new arrivals, events, contests and corporate campaigns. • MVP: June 2011, March 2009, and February 2008 • Store liaison for all digital software and hardware products. • Educated and resolved customer issues with Fuelband, Nike+, iOS apps, and software. • Collect and analyze any emerging bug/glitches, concerns, and sales to Director of Digital Sport on weekly phone conferences. • Managed store’s social media outreach on Twitter by creating content promoting new arrivals, events, contests and corporate campaigns. • MVP: June 2011, March 2009, and February 2008

Customer Service Representative

• Jan 2013 - May 2013

Customer Service Representative • Handle, troubleshoot and resolve customer concerns and support issues through email and phone using Zendesk(CRM) and OFbiz, while also being aware of protecting the integrity of the marketplace from fraud and scams. • Managed social media sites such as Facebook and Twitter. • Helped author FAQ articles, post topics in the community forum and developed engaging video tutorials. • Worked closely and effectively with Finance, Operations, and Technical Support teams to resolve customer challenges. • Communicate to management and team about product satisfaction and things that can be improved at weekly staff meetings. Show less

Intern, Film Editor and Producer, Youth Director

• Jun 2005 - Aug 2005

• Engaged in film production, filming, and editing for weekly pilot show. • Conducted research and video interviews to aide composition of short documentaries on individually given subjects and topics. • Televised local television (UPN) documentaries: Put Your Brain to Sleep & People’s Grocery. • Engaged in film production, filming, and editing for weekly pilot show. • Conducted research and video interviews to aide composition of short documentaries on individually given subjects and topics. • Televised local television (UPN) documentaries: Put Your Brain to Sleep & People’s Grocery.

Information Desk Reception

• Jan 2004 - Jan 2005

• Service at the information desk of over 200 volunteer hours • Inform and assist visitors and patients of direction, room location, and taxi scheduling. • Deliver and distribute notices and mail to doctors and patients. • Handled incoming and outgoing phone calls. • Service at the information desk of over 200 volunteer hours • Inform and assist visitors and patients of direction, room location, and taxi scheduling. • Deliver and distribute notices and mail to doctors and patients. • Handled incoming and outgoing phone calls.

Youth Director

• Jul 2002 - Aug 2003

• Supervised children ages 5 to 10 years old on daily field trips. • Independently lead a group of children around Great America amusement park. • Supervised children on a 3-day, 2 night camping trip. As well as set up and take down camp. • Supervised children ages 5 to 10 years old on daily field trips. • Independently lead a group of children around Great America amusement park. • Supervised children on a 3-day, 2 night camping trip. As well as set up and take down camp.