Experience

Grokker

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Customer Success Manager

  • May 2019 - Present

• Customer Support

  • Dec 2017 - Present

  San Francisco Bay Area Provide customer support for Grokker users by answering incoming questions and issues from the wider Grokker community of consumer and enterprise customers across all channels (phone, email, and social media) Develop and maintain relevant content including articles, FAQs, video, and screencasts to encourage activation and feature adoption. Proactively monitor and engage with Grokker subscribers within the Grokker experience to encourage activation, feature adoption and drive… Show more Provide customer support for Grokker users by answering incoming questions and issues from the wider Grokker community of consumer and enterprise customers across all channels (phone, email, and social media) Develop and maintain relevant content including articles, FAQs, video, and screencasts to encourage activation and feature adoption. Proactively monitor and engage with Grokker subscribers within the Grokker experience to encourage activation, feature adoption and drive relevant conversations (and conversions) among the community both on the site and across social media channels. Effectively track and communicate customer support issues to appropriate teams (Product, QA, Development teams). Collaborate closely with Marketing, Product, QA and Development teams to explore and solve active issues, identify trends and provide insights into upcoming feature and experience releases. Customer Success – work closely with the enterprise customer success team and help out with launch tasks and enterprise customer support on an as-needed basis. terms of output, hours required and timing of final deliverable Quality Assurance (QA) - work with the development team to assist with product QA regression testing.



Mulberry School

• United States
• Education Administration Programs
• 1 - 100 Employee

• PE Teacher

  • Aug 2012 - Dec 2017

  • Teach sports and physical activity to over 100 boys and girls grades JK - 8th grade varying in skill, fitness and interest level. • Successfully achieve primary goal of keeping kids active and engaged in a positive environment • Using SPARKS, creatively modify PE curriculum



uTest

• United States
• Software Development
• 700 & Above Employee

• Website and Mobile App Tester

  • Aug 2015 - Nov 2017

  • Perform exploratory and functional testing as well as test case execution for websites, mobile applications, and hardware. • Test mobile apps and websites on the following hardware: iPhone 6, iPad2, iPad Air, Kindle Fire 7, Windows 7, Mac OS 10.x • Tools used to document errors: screencast-o-matic, iOS logs, Ookla Speedtest



PeopleSoft Usa Inc

• United States
• Software Development
• 1 - 100 Employee

• Customer and Technical Support

  • Oct 1998 - Mar 2000

  Pleasanton, CA • Provided technical support to in-house clients for PeopleSoft Sales and Marketing software. • Created successful “Service Level Agreements” between engineers, customers, and managers that guaranteed timely resolutions to client issues.



ADAC Medical Systems

• Application Specialist

  • Apr 1994 - Oct 1998

  • Provided remote customer support via phone and email on a Radiology Information System for over 120 hospitals. • Responsible for trouble-shooting the application software, fixing system database errors, remotely configuring printers, providing support for ancillary system interfaces, and documenting problem resolutions o Received award for “Best Trouble Shooter” based on tickets resolved and customer satisfaction • Successfully managed “escalated accounts” by identifying and… Show more • Provided remote customer support via phone and email on a Radiology Information System for over 120 hospitals. • Responsible for trouble-shooting the application software, fixing system database errors, remotely configuring printers, providing support for ancillary system interfaces, and documenting problem resolutions o Received award for “Best Trouble Shooter” based on tickets resolved and customer satisfaction • Successfully managed “escalated accounts” by identifying and resolving customer satisfaction issues • Effectively trained system managers and end-users on application software, table building, and system level trouble-shooting. Show less



Bakers Square

• Restaurants
• 100 - 200 Employee

• General Manager

  • Sep 1991 - Apr 1994

  Los Gatos, CA • Successfully managed a $1.1 million business. • Consistently ran a quality operation in regard to customer service, employee morale, and profitability.