Experience

The Arena Group

• Belgium
• Events Services

• Website Producer

  • Mar 2019 - Mar 2023

  Seattle, Washington, United States Lead complex website design projects for a series of owned and operated clients. Using a proprietary CMS and a small team of engineers, we custom design and build websites. We primarily focus on sports and finance industries and support such big name clients as TheStreet, Sports Illustrated, Parade, and Men's Journal.

• Technical Support Lead

  • Oct 2019 - Mar 2020

  Greater Seattle Area Used Zendesk to manage an ongoing support queue of publisher requests. Used Tempest CMS to make site edits and rebrand design elements. Utilized Jira and Atlassian tools to document and report platform issues. Wrote the official job description for the role and assisted in hiring. Reviewed resumes and interviewed potential new hires. Created a written technical assessment that was administered to all applicants. Analyzed results for advancement in the interview process.



Mercari

• United Arab Emirates
• Wholesale Import and Export

• Technical Support Specialist

  • Aug 2018 - Jul 2019

  Portland, Oregon Area Resolved a queue of 40 escalated support tickets per day. Used Jira to report any product issues. Worked with engineering over Slack for quick resolutions. Worked with trust and safety teams to resolve fraud cases and billing issues. Monitored team Slack channels and assisted advisors. Responsible for training and shadowing new hires.



Squarespace

• United States
• Software Development
• 700 & Above Employee

• Shift Lead

  • Mar 2015 - Oct 2017

  Portland, Oregon Area Tracked advisor attendance and breaks, responded to live questions in Slack, and monitored a Zendesk ticket queue. Resolved high level escalated cases. Used advanced security permissions to process refunds and resolve billing issues. Provided coaching to advisors on an individual basis and in their teams. Used Jira to work with engineering on bug fixes and product improvements. Communicated product information between internal teams and support. Used Confluence to create internal documentation… Show more Tracked advisor attendance and breaks, responded to live questions in Slack, and monitored a Zendesk ticket queue. Resolved high level escalated cases. Used advanced security permissions to process refunds and resolve billing issues. Provided coaching to advisors on an individual basis and in their teams. Used Jira to work with engineering on bug fixes and product improvements. Communicated product information between internal teams and support. Used Confluence to create internal documentation still in use today.

• Training Specialist

  • Jun 2014 - Mar 2015

  Portland, Oregon Area Relocated with 10 other employees to form the first West Coast team. Onboarded new hires. Created presentations, interactive exercises, and other training materials. Conducted classroom training on company policies as well as extensive technical training on the platform functionality. Trained users on Zendesk, Jira, Confluence, and Slack. Shadowed advisors and continued to coach them throughout training. Provided additional training when policy and product updates were introduced.

• Customer Support Agent

  • Aug 2012 - Sep 2013

  New York City First experience in a hybrid work environment. Covered overnight and weekend shifts to support international users. Used Zendesk, Jira, and Confluence to manage and document requests. Made updates on customer sites, performed all troubleshooting, and worked to resolve platform issues quickly.



Brooklyn Academy of Music

• United States
• Performing Arts
• 200 - 300 Employee

• Senior Ticket Services Representative

  • Aug 2011 - Aug 2013

  Brooklyn, New York Handled incoming ticket sales calls, as well as trained new representatives.

• Ticket Services Representative

  • Jan 2008 - Aug 2011

  Brooklyn, New York Handled multi-line phone system to address questions and process ticket orders for theater, film, and other live events.



WABC7 Eyewitness News

• Intern

  • Aug 2011 - Dec 2011

  Worked at the assignment desk answering phone calls and researching stories. Went out on several shoots with reporters and photographers. Collected MOS'. Spent time shadowing top editors and learning Aurora Edit. CBS CUNY Boot Camp May 2010 Conceptualized, wrote and shot a ten minute news segment in two weeks with three other CUNY students. Worked closely with 60 Minutes producer Warren Lustig. Served as… Show more Worked at the assignment desk answering phone calls and researching stories. Went out on several shoots with reporters and photographers. Collected MOS'. Spent time shadowing top editors and learning Aurora Edit. CBS CUNY Boot Camp May 2010 Conceptualized, wrote and shot a ten minute news segment in two weeks with three other CUNY students. Worked closely with 60 Minutes producer Warren Lustig. Served as producer and writer. Back Stage Magazine: Journalism Intern Feb. 2010-June 2010 Worked closely with web content editors writing short features for the web. Compiled weekly casting lists and events calendars. Attended red carpet events and conducted interviews. Show less