Experience

Support Driven

• United States
• Information Services
• 1 - 100 Employee

• Director of Events

  • Jul 2022 - Present

  Support Driven is a community of people in Customer Support and Success helping each other. The people in this community have been essential to my professional and personal growth over the past 6 years, and a key reason for that is the focus on giving back just as much - if not more - than you get to help this under appreciated industry grow in the right directions.

• Member

  • Mar 2016 - Jul 2022

  Guest Panelist: How to Connect Customer Insights and Struggles to Your Product TeamLink to recording: https://go.supportdriven.com/webinar-how-to-connect-customer-insights-and-struggles-to-your-product-teamConference Attendance:1) SUPCONF NYC 20162) Leadership Summit 20183) Leadership Summit 2019



GoNoodle

• United States
• Entertainment Providers
• 1 - 100 Employee

• Product Manager, Operations & Support

  • Jan 2022 - May 2022

  - Triaged incoming internal & external requests within resources, priorities, and severity framework into a managed prioritized inflow queue in collaboration with our scrummaster- Key focus on opportunities to productize inflow wherever possible to increase efficiency, reduce sprint interruptions and better support all departments- As the internal tools liaison, aligned Product, Engineering and various stakeholders for infrastructure updates (email vendor migration, archival of retired platforms, self-service tools, API updates, etc.) with the goal of increasing visibility of Product and Engineering operations across the company with regular status updates, knowledge sharing and information gathering sessions, and documentation- Created crisis management communication strategy for product outages and incident reports- Project Lead for Fuel Cycle powered user research community development, implementation, andengagement as advocate for Voice of the Customer in all cross-departmental efforts- Founding Member of GoNoodle Diversity & Inclusion TeamProduct Ops: ensure positive internal and external user experiences through product management and cross-departmental collaboration.Support Management, Operations, and Growth: building user loyalty by managing high quality, efficient, and scalable support when and where users need it.Diversity and Inclusion: Doing the work with a team that believes in order for us to truly represent all kids, we have to represent all adults. The team combats discrimination and seeks to promote respect, belonging, and opportunity through our shared values at GoNoodle. Show less

• Data Protection Officer

  • Jul 2019 - May 2022

  Ensure we are living up to our commitments for data privacy and security for all who use GoNoodle - especially kids.- Managed initial General Data Protection Regulation (GDPR) compliance efforts- Lead on all kidSAFE seal certification audits and renewals across all platforms to ensure Children's Online Privacy Protection Act (COPPA) compliance- Consulted with Product & Engineering on GDPR & COPPA requirements, limitations, and updates- Published and maintained public policy pages (PP, TOS, EULA, etc.) in coordination with Legal- Authored all privacy-related user communications ensuring accuracy, clarity, and brand tone- Developed process and features to comply with all GDPR “Right to be Forgotten” and “Right to Access” requests Show less

• Director of User Solutions

  • Dec 2020 - Jan 2022

  - Created and implemented multi-step sunset plan for legacy educator subscription program, which met all goals for feature removal timeline, user retention and budget- Developed resource growth plans to support new revenue streams and user types across all platforms: Web (Educator & Family), Mobile (Video app & Games app), OTT (Amazon FireTV, AppleTV, Roku) and Roblox- Honed pattern recognition skills to effectively tackle bugs with engineering team- Managed all vendor contracts and budgets related to Support efforts- Built user feedback reports for stakeholders to help guide development, partnership discussions, etc.- Maintained GoNooldle’s public Advertising Promise, reviewed ad creative for appropriateness and advised leadership on responsible ad choices for our kid audience Show less

• User Support Manager

  • Mar 2016 - Dec 2020

  - Hired, trained, and mentored a lean contractor team of 2 Support agents who were responsible for a user base of 600K+ teachers and 10million+ of kids while maintaining a minimum 90+ average CSAT score- Researched, purchased, and implemented a major help desk software transition (Help Scout from Uservoice) with zero loss of historical data or downtime- Built upon a foundation for impactful Support for all Educator users within the strict limitations of the school classroom environment- Worked closely with QA, Engineering, Product & Marketing to quickly resolve user issues Show less



Mischief Management

• United States
• Entertainment Providers
• 1 - 100 Employee

• Event Staff

  • May 2009 - Oct 2019

  LeakyCon 2019 Boston - Programming CoordinatorLeakyCon 2018 Dallas - Programming CoordinatorLeakyCon 2017 Ireland - Programming CoordinatorLeakyCon 2016 LA - Programming CoordinatorLeakyCon 2014 Orlando - Programming CoordinatorLeakyCon 2013 Portland & London - Travel and Accommodations CoordinatorLeakyCon 2012 Chicago - AdministrativeLeakyCon 2011 Orlando - Adviser, Media and CommunicationsLeakyCon 2009 Boston - Youth Programming DirectorCon of Thrones 2019 Nashville - Talent CoordinatorCon of Thrones 2017 Nashville - Talent Coordinator PodX 2019 Nashville - Talent CoordinatorBroadwayCon 2018 NYC - Talent CoordinatorBroadwayCon 2017 NYC - Talent Coordinator BroadwayCon 2016 NYC - MainStage Front of House CoordinatorGeekyCon 2016 Orlando - Programming CoordinatorGeekyCon 2015 Orlando - Programming Coordinator Show less

• VIP Coordinator

  • May 2011 - Aug 2011

  Worked with a team providing VIP Coordination and management for the online video confer-ence, VidCon 2011. My responsibilities included:•Ensuring each VIP's travel arrangements, requests, hotel needs and more were recorded and honored during the Conference. •Managing on time meet and greet sessions for some of the most popular people on YouTube. •Escorting the most popular VIPs wherever they needed to go in the most effective and ef-ficient manner.

• Youth Programming Director

  • Aug 2007 - May 2009

  LeakyCon 2009 is a Harry Potter conference which which took place in May of 2009 in Boston. I was on the Board of Directors for the conference, as the Youth Programming Director. I was the leader of a team of volunteers that organized activities, including various panels, discussions, and social events, that were geared toward the teens attending the conference.



Raven Internet Marketing Tools

• Customer Education Specialist

  • Mar 2014 - Mar 2016

  My role was to teach customers how to use Raven’s vast toolset and solve their problems when they run into any issues. My duties included: • Answer customers’ questions primarily through email • Identify bugs and communicate them to the development team then follow up with the customer when the bug has been fixed • Distribute incoming questions among the education team while keeping an eye out for patterns to communicate to the development team • Conduct online training classes via GoToWebinar • Write internal and external documentation • Monitor social accounts while teammates are out of the office Show less



The Leaky Cauldron

• United Kingdom
• Retail Art Supplies

• Editorial Assistant

  • Jun 2006 - Oct 2013

  Editorial Assistant to the head editor of http://www.the-leaky-cauldron.org and New York Times Best Selling Author, Melissa Anelli. Editorial Assistant to the head editor of http://www.the-leaky-cauldron.org and New York Times Best Selling Author, Melissa Anelli.



Sunshine Sachs Morgan & Lylis

• United States
• Public Relations and Communications Services
• 100 - 200 Employee

• Public Relations Intern

  • Jun 2013 - Aug 2013

  *Track press coverage for a range of clients in print, broadcast, online and social media outlets. *Research various industries to discover the leaders and appropriate press contacts to create comprehensive media lists for a range of clients. *Participate in brainstorm meetings for creation of publicity campaigns. *Assist with press needs at events. *Track press coverage for a range of clients in print, broadcast, online and social media outlets. *Research various industries to discover the leaders and appropriate press contacts to create comprehensive media lists for a range of clients. *Participate in brainstorm meetings for creation of publicity campaigns. *Assist with press needs at events.



Ryman Auditorium

• United States
• Entertainment Providers
• 1 - 100 Employee

• Public Relations & Marketing Intern

  • Jan 2013 - May 2013

  My duties included: assisting with Social Media planning/strategies, press clippings, drafting show descriptions, and more. My duties included: assisting with Social Media planning/strategies, press clippings, drafting show descriptions, and more.



Warner Music Nashville

• Entertainment
• 1 - 100 Employee

• Brand Management Intern

  • May 2012 - Dec 2012

  I assisted the members of the Brand Management department with daily activities, events and special projects. My duties included, but were not limited to: • Assisting event planner with duties leading up to, during and after events • Managing creation and updates of guest lists for 20 to 600+ attendees • Executing marketing campaigns within strict budget and time constraints • Assisting with the label’s Grammy efforts • Organizing volunteers for marketing campaigns, mailings and special events. • Keeping artist schedules up-to-date across marketing plans and shared calendars • Fulfilling charity requests for autographed items for auctions Show less



Apple

• Indonesia
• Software Development
• 1 - 100 Employee

• Specialist

  • May 2010 - Aug 2010

  Apple eliminated the Concierge role described below so I became a Specialist, which encompassed all my previous duties, and added sales experience. Apple eliminated the Concierge role described below so I became a Specialist, which encompassed all my previous duties, and added sales experience.

• Concierge

  • Sep 2008 - Aug 2009

  I warmly welcomed every customer as they walked in the Apple Store while figuring out how best to help them. Whether that was connecting them with the right Specialist, getting them help for a sick product at the Genius Bar, or just pointing them in the right direction. I loved being able to make a difference in each customer’s life, no matter how small. I am proficient in Mac 0S X Snow Leopard, the iLife suite of programs (iPhoto, iMovie, iWeb and Garageband), iTunes, the iWork suite of programs (Pages and Keynote) and the Mac, iPod and iPhone product lines Show less



Best Buy

• Retail
• 700 & Above Employee

• Operations Rep 1

  • Oct 2007 - Sep 2008

  Cashier. I received the Employee of the Quarter award for the 1st quarter of 2008 for my work ethic and work on Viewpoint, Best Buy’s community outreach program. I was chosen to be in a select group of employees to represent Best Buy at the Southern Women’s Show. I consistently exceled in sales of Product Replacement Plans and Performance Service Plans. Successfully sold Apple computers, products, and peripherals during peak times (Tax Free Weekend) Cashier. I received the Employee of the Quarter award for the 1st quarter of 2008 for my work ethic and work on Viewpoint, Best Buy’s community outreach program. I was chosen to be in a select group of employees to represent Best Buy at the Southern Women’s Show. I consistently exceled in sales of Product Replacement Plans and Performance Service Plans. Successfully sold Apple computers, products, and peripherals during peak times (Tax Free Weekend)