Experience

Builtfirst

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

• Customer Support Manager

  • Mar 2023 - Present

  - Designed and maintains support process in Intercom end-to-end- Aids customers with support inquiries- Authored 30+ external help documents in first 6 months- Manages all Help Center content and support SOP documentation- Partners with Customer Success to onboard new customers

• Customer Support Lead

  • Aug 2022 - Mar 2023



Dover

• United States
• Software Development
• 1 - 100 Employee

• Customer Support Specialist

  • Nov 2021 - Jul 2022

  - Audited and maintained SOPs + customer Help Center documentation - Facilitated onboarding and training for new team members - Spearheaded processes to standardize operational tasks - Scouted tools to boost team efficiency and reduce operational complexity - Developed system for tracking inquiry volume/type to determine metrics and plan quarterly OKRs - Audited and maintained SOPs + customer Help Center documentation - Facilitated onboarding and training for new team members - Spearheaded processes to standardize operational tasks - Scouted tools to boost team efficiency and reduce operational complexity - Developed system for tracking inquiry volume/type to determine metrics and plan quarterly OKRs



Arcoro

• United States
• Software Development
• 100 - 200 Employee

• Senior Customer & Partner Support Specialist

  • Aug 2020 - Nov 2021

  - Evaluate internal processes to suggest efficiency and morale improvements - Assist clients with complex issues across all products - Document process changes for team knowledge base - Aid in de-escalations - Evaluate internal processes to suggest efficiency and morale improvements - Assist clients with complex issues across all products - Document process changes for team knowledge base - Aid in de-escalations



WanderJaunt

• United States
• Leasing Real Estate
• 1 - 100 Employee

• Customer Care Associate

  • Jun 2020 - Aug 2020

  - Fielded guest questions and concerns related to reservations - Coordinated maintenance requests with Operations teams - Contributed content to and assisted with maintaining internal knowledge base - Fielded guest questions and concerns related to reservations - Coordinated maintenance requests with Operations teams - Contributed content to and assisted with maintaining internal knowledge base



Wurk

• India
• Human Resources Services
• 1 - 100 Employee

• HR Implementation Consultant

  • Sep 2019 - Apr 2020

  - Analyzed clients' internal processes to configure digital employee lifecycle tools - Created online benefits enrollment portals for employees - Trained new and existing administrators on effective use of Wurk's software - Investigated urgent and company-level service issues - Audited existing clients' tools to identify and initiate optimization opportunities - Analyzed clients' internal processes to configure digital employee lifecycle tools - Created online benefits enrollment portals for employees - Trained new and existing administrators on effective use of Wurk's software - Investigated urgent and company-level service issues - Audited existing clients' tools to identify and initiate optimization opportunities



Zenefits

• United States
• Human Resources Services
• 200 - 300 Employee

• HR & Integrations Specialist

  • Mar 2018 - Sep 2019

  - Assisted users with advanced HRIS, ACA, employee benefits, and 401(k) inquiries- Facilitated trainings for ongoing career development- Created product training materials for external use- Managed relationships with business partners- Provided solutions for internal operations gaps- Collaborated with engineering, product, and legal teams on feature rollouts- Managed HR knowledge base content

• HR Product Specialist

  • Aug 2016 - Feb 2018

  - HR and employee benefits SME- Triaged requests for engineering tasks- Collaborated with product teams on feature rollouts- Aided in escalated and complex client cases- Prepared and hosted internal process trainings

• Client Support Associate III (Product Support - Insurance/HR)

  • Feb 2015 - Aug 2016

  I diagnosed, contained, and solved issues that disturbed clients' experiences when using the Zenefits platform via phone and email. This allowed me to utilize not only my customer service skills, but also remain up to date on developments in the software and U.S. insurance industry. I excelled in all metrics that Zenefits monitors to maintain client satisfaction.In addition to the above, I actively sought out opportunities to expand my skillset. This has assisted in developing strong leadership skills and afforded me opportunities to work with others across multiple areas. My position also allowed me a unique opportunity to the basics of programming, which has provided a more intimate understanding of the SaaS model.My supplementary responsibilities included:- Preparing and presenting advanced troubleshooting training for associates.- Triage requests for product support specialist investigation into cases.- Reviewing peer response drafts and answering questions regarding live issues on the associate-floor.- Providing personalized guidance and support for new-hires during their first 2 months as a ZenExpert in the Zenefriends program.- Inaugural participant in the LEADZ (Leadership Education & Development at Zenefits) program.- Representing associates in the Client Advocacy Board, reviewing our current level of service and suggesting how we can improve the client experience. Show less



jcpenney

• United States
• Retail
• 700 & Above Employee

• Merchandise Operations Supervisor

  • Aug 2014 - Feb 2015

  I was responsible for ensuring that my store met the visual and advertising standards set by in-store management and JCPenney's corporate team. While my attentions were mostly devoted to leading support members in store signage and pricing priorities, I also helped manage and coach front of house associates that worked at POS stations. Cooperating with management from different departments gave me a firsthand view of how organizing products to appeal to specific demographics as well. I was responsible for ensuring that my store met the visual and advertising standards set by in-store management and JCPenney's corporate team. While my attentions were mostly devoted to leading support members in store signage and pricing priorities, I also helped manage and coach front of house associates that worked at POS stations. Cooperating with management from different departments gave me a firsthand view of how organizing products to appeal to specific demographics as well.



Anna's Linens

• United States
• Retail
• 1 - 100 Employee

• Shift Supervisor

  • Sep 2013 - Aug 2014

  As a shift supervisor and keyholder at Anna's, it was my responsibility to maintain the company's standards for customer service, store visuals, and sales goals while providing support for and guidance for sales associates.Due to the small size of the store, I seized the opportunity to explore all aspects of running a store from the ground level: inventory control, merchandising, and sales. As a shift supervisor and keyholder at Anna's, it was my responsibility to maintain the company's standards for customer service, store visuals, and sales goals while providing support for and guidance for sales associates.Due to the small size of the store, I seized the opportunity to explore all aspects of running a store from the ground level: inventory control, merchandising, and sales.



Beacon English School

• Teacher

  • Jul 2013 - Aug 2013

  Beacon holds seasonal day camps in addition to year-round classes for students to improve their English in a safe environment. I taught beginner to advanced elementary thru junior high school students English reading, writing and discussion in addition to gym classes to ensure each child is actively physically as well as mentally. My classes held no more than eight students at a time so that each child can receive proper guidance and attention as they bettered their skills. On top of classroom responsibilities, I helped Beacon's college students in conversational English and deciding how to choose North American universities at which to study abroad. Show less



Macy's

• 1 - 100 Employee

• Wedding Registry Consultant

  • Aug 2012 - May 2013

  As a consultant, I contacted newly registered couples, gave presentations about the registration process, and followed up with all contacts regularly. Product knowledge was key in my position, as it allowed me to suggest items to suit each couples' needs. Three months into my position, I became acting manager and I organized in-store registry events. I also attended local conventions to showcase our services and participated in company wide training seminars to better my social analysis skills to best serve both the company and the client. Show less