Experience

Workday Strategic Sourcing

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

• Customer Support Specialist

  • Dec 2019 - Present

  • Worked with both Workday Customers and their Suppliers to ensure smooth usage of the Workday Strategic Sourcing Platform. • Performed troubleshooting for issues reported by Customers and Suppliers to determine if the issue was a bug or intended functionality. • Trained and mentored colleagues who joined the WSS Team. • Regularly resolved high-impact cases involving complex aspects of the platform, including but not limited to SSO, APIs, and integrations between WSS and other applications. • Met with customers regularly over Zoom to resolve their issues or help answer questions. • Maintained professional but friendly demeanor, even when dealing with high-stress customer-facing issues. Show less



Yelp

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Senior User Operations Associate

  • Aug 2016 - Nov 2019

  • Review and moderate flagged content and evaluate against Content Guidelines and Terms of Service • Sole moderator of Yelp's new "Connect" feature, reviewing hundreds of posts per week for businesses across the US • Provided support for the Accountability and Compliance Team (ACT), monitoring and ensuring that our sales agents are following proper protocol • Performed work on the Content Escalation team (CE) to help reevaluate content that users felt was incorrectly moderated the first time • In charge of monitoring businesses that have received recent media attention, both positive and negative (MAAs) • Coordinate with Yelp's PR, Community Managers, and Social Media teams in regards to MAA in order to handle MAAs quickly and efficiently, ensuring all relevant activity has been scrubbed from the front-end, while also ensuring no new content is posted while the MAA is active • Investigate site quality issues and communicate with engineering for product control • Training new hires • Work to identify improvements in user messaging and policies • Work on projects that improve the site's data integrity • Participate on proactive cleanup projects to scrub Yelp of undesirable content prior to them being reported • Communicate and collaborate with the Listings team in order to ensure business data is correct • Provide assistance to fellow associates on difficult issues or projects Show less



Square

• United States
• Software Development
• 700 & Above Employee

• Customer Support Representative

  • Jul 2015 - Aug 2016

  • Onboarded new customers onto the Square card processing system • Walked users through troubleshooting and quality-assurance tests on the Square platform • Engaged customers through email and phone in order to problem solve and resolve the customer's issue • Handled bug reports sent in via email or phone by sending the reports (via JIRA) to engineering teams • Worked with engineering teams to resolve aforementioned bugs and then reached back out to users informing them of the resolution • Handled feature requests sent in through both email and phone channels and escalated to the appropriate teams • Handled all inquiries into Square products, including Appointments, Capital, Cash, Register, Stand • Answered inquiries into Square's business offerings during pre- and post-IPO time periods • Helped train new hires by shadowing and providing training sessions as needed • Regularly and voluntarily worked weekends in order to accomodate high queue loads • Maintained a CSAT of 95%+ throughout contract • Regularly assisted in retaining customers who were upset or disillusioned with the Square platform • Informed users of new products and services when they became available Show less



UC Santa Cruz

• United States
• Higher Education

• Biographic Data Entry Specialist

  • Sep 2012 - Jul 2015

  • Typed data accurately and consistently into biographical information database (Banner) • Worked on Marketing projects for UCSC designed to raise funds for the university • Identified duplicates in the system and escalated those duplicates to management • Cleaned up invalid/incorrect entries cross-referencing user-submitted data to ensure accuracy • Handled ingoing and outgoing mail sent to donors and university constituents in order to inform them of upcoming events or fundraisers • Reported directly to management on issues regarding system bugs or loopholes Show less



Computerworld

• United States
• Book and Periodical Publishing
• 700 & Above Employee

• Freelance Writer

  • Sep 2012 - Sep 2014

  • Wrote about technology aimed at students • Received and reviewed products and services for companies looking for exposure • Wrote about technology aimed at students • Received and reviewed products and services for companies looking for exposure



Mac|Life Magazine

• Writer and Editor Intern

  • Jan 2011 - Apr 2011

  • Wrote articles that were published onto their website • Researched and reviewed products and games for Mac OSX and iOS • Monitored news queues in order to relay information to our readers as content became available • Helped edit other employee's work to ensure proper grammar and spelling • Wrote articles that were published onto their website • Researched and reviewed products and games for Mac OSX and iOS • Monitored news queues in order to relay information to our readers as content became available • Helped edit other employee's work to ensure proper grammar and spelling



That Man May See

• Administrative Assistant Intern

  • Sep 2010 - Dec 2010

  • Created social networking pages • Created Wikipedia page • Edited correspondence • Produced brochures • Compiled mass snail-mail campaigns • Cold-called potential donors • Donor database entry Manual and digital filing Restocking newsletters • Created social networking pages • Created Wikipedia page • Edited correspondence • Produced brochures • Compiled mass snail-mail campaigns • Cold-called potential donors • Donor database entry Manual and digital filing Restocking newsletters