Experience

Trainual

• United States
• Software Development
• 1 - 100 Employee

• Manager of Customer Support

  • May 2022 - Present

  People first manager responsible for leading and supporting product experts with coaching, skill and career development. Setting metric and goals for team that align with business. Also ensuring team has smooth processes in place to do their job effectively.

• Senior Product Support Expert

  • Jul 2021 - May 2022

  Split responsibility between frontline customer communications and project management in partnership with manager. Responsibilities also include offering internal team support and coaching to level 1 and 2 product experts.

• Product Expert II

  • Apr 2021 - Jul 2021

  Responsible for frontline communications consisting of chat and email. Maintaining high quality conversations with CSAT exceeding 95% and timely responses. Also help with managing help center content and occasional project work.

• Product Expert

  • Apr 2020 - Apr 2021

  Product Experts provide a high level of responsiveness and service to all Trainual customers. The focus is to be efficient, provide resolutions, conduct a positive customer experience, and ultimately serve as a guide throughout the customer's journey!

• Office Administrator / Family Manager

  • Jan 2019 - Apr 2020

  Working part time in Trainual's Office Management, and part time as the assistant to CEO & family.



Samaritas

• United States
• Non-profit Organizations
• 400 - 500 Employee

• Volunteer Coordinator

  • Aug 2018 - Jan 2019

  This role functioned under the Refugee Foster Care Program at Samaritas. My responsibilities include, but are not limited to: - Volunteer recruitment; executing the interview and 'hiring' process for new volunteers - Working as the mentor and tutor coordinator for refugee youth between the ages of 13-21 - Connecting youth with mentors and tutors to help meet their needs and goals - Hosting social events for mentors and mentees - Working a table space at community events for recruitment - Facilitating mandatory cultural, trauma, and new volunteer trainings - Coordinating with case workers and foster families as needed to ensure the youths needs are met Show less



World Renew

• United States
• Non-profit Organizations
• 100 - 200 Employee

• Administrative Professional

  • Jun 2017 - Jun 2018

  The role was positioned under the Marketing & Communications team, while simultaneously assisting other departments as needed. Responsibilities include: - Tackling various projects for marketing & comm, human resources, donor relations, and constituency relations - Functioning as the initial contact for donors when they call or come into World Renew offices - Scheduling team meetings and preparing conference rooms for the office - Tracking and reporting data - Processing donations The role was positioned under the Marketing & Communications team, while simultaneously assisting other departments as needed. Responsibilities include: - Tackling various projects for marketing & comm, human resources, donor relations, and constituency relations - Functioning as the initial contact for donors when they call or come into World Renew offices - Scheduling team meetings and preparing conference rooms for the office - Tracking and reporting data - Processing donations



Chemical Bank

• United States
• Banking
• 700 & Above Employee

• Bank Teller

  • May 2016 - Sep 2017



Kalamazoo Valley Community College

• United States
• Higher Education
• 400 - 500 Employee

• Undergraduate Teaching Assistant

  • Jul 2014 - Jul 2016

  As an undergraduate teaching assistant, I had the opportunity to work alongside the instructor for a "first year experience" course at Kalamazoo Valley Community College (KVCC). This course was originally developed for recently graduated high school students who will be entering KVCC in the upcoming semesters. Our objectives are to provide students with college resources and where to find them while implementing strategic ways to succeed in life at the same time. Our theme of the class is to transform from a "liability to an asset," and how to maintain being an asset.My tasks include:- Participating in course instruction- Creating a syllabus and plan for course instruction throughout the semester- Keeping track of attendance and the grade book- Mentoring our students when necessary- Grading assignments Show less

• Peer Student Leader

  • Jan 2014 - Sep 2015