Knowledge Management Specialist

• May 2022 - Present

Support Specialist

• Oct 2021 - May 2022

Customer Experience Advocate

• Oct 2017 - May 2021

- Supported customers at various stages of their user journey on Lulu via chat, email, and phone. Averaged 100+ resolved email tickets per week and maintained a healthy rapport with clients, receiving an average of 4.7 CSAT survey scores each quarter. - Developed and maintained a living 70+ page document on Outlook Editor to organize consolidated resources for fellow agents and customer-facing teams to supply clear consistent language in customer communication. - Participated in the transition of documentation into the Freshdesk program and took on technical writer responsibilities of pre-written responses. Released 6-10 updated canned responses per week and reported updates to documentation on a weekly email. - Acted as the senior technical writer for educational material in the Lulu Knowledge Base, which included designing and releasing the Creator Revenue Guide and Featured Updates. Show less

Server

• Aug 2016 - Nov 2017

- Provided guests with engaging and friendly service with unique interactions, feedback and recommendations on specials and seasonal beers and menu items. - Assisted with organization in the front of the house by handling phone calls, greeting and seating guests, and designing customized greetings and signs on daily specials. - Maintained a clean and structured work space for dish management and side work to ensure best practices could be followed with the most efficiency. - Provided guests with engaging and friendly service with unique interactions, feedback and recommendations on specials and seasonal beers and menu items. - Assisted with organization in the front of the house by handling phone calls, greeting and seating guests, and designing customized greetings and signs on daily specials. - Maintained a clean and structured work space for dish management and side work to ensure best practices could be followed with the most efficiency.

Middle School Teacher

• Aug 2015 - Jun 2016

- Prepared objectives and outlines for unique and interactive lessons to the standards of state and school-specific goals and benchmarks. - Instructed through lectures, discussions, and hands-on participation, such as class-wide simulations and group/individual projects in multiple subjects – including Social Studies, English, and Math. - Reviewed and modified lesson plans and educational material based upon the students’ needs, interests, and individual assessments. - Prepared objectives and outlines for unique and interactive lessons to the standards of state and school-specific goals and benchmarks. - Instructed through lectures, discussions, and hands-on participation, such as class-wide simulations and group/individual projects in multiple subjects – including Social Studies, English, and Math. - Reviewed and modified lesson plans and educational material based upon the students’ needs, interests, and individual assessments.

Middle School Teacher

• Jan 2013 - Jun 2015

- Planned and conducted activities for a balanced program of instruction, demonstration, and hands-on practice that provided students with opportunities to observe, question, and investigate. - Coordinated with other grade-level team members to coordinate and schedule lessons based upon the measure of our annual and quarterly curriculum goals. - Adapted lessons and activities based upon the engagement and evaluation of student’s retention of ideas and methodologies. - Planned and conducted activities for a balanced program of instruction, demonstration, and hands-on practice that provided students with opportunities to observe, question, and investigate. - Coordinated with other grade-level team members to coordinate and schedule lessons based upon the measure of our annual and quarterly curriculum goals. - Adapted lessons and activities based upon the engagement and evaluation of student’s retention of ideas and methodologies.