Experience

Color

• United States
• Public Health
• 300 - 400 Employee

• Technical Support Engineer

  • May 2023 - Present

  Burlingame, California, United States • Collaborate seamlessly with the Technical Support Engineering (TSE) team, contributing to a rotational approach. • Diligently address JIRA tickets across multiple projects, including SUPPORT, Incident Management (IN), and Feature Request (FR), employing available resources such as historical tickets, playbooks, and code snippets to triage, navigate, and swiftly resolve issues, enhancing workflow efficiency. • Prioritize tasks by comprehending product areas and assessing priority levels,… Show more • Collaborate seamlessly with the Technical Support Engineering (TSE) team, contributing to a rotational approach. • Diligently address JIRA tickets across multiple projects, including SUPPORT, Incident Management (IN), and Feature Request (FR), employing available resources such as historical tickets, playbooks, and code snippets to triage, navigate, and swiftly resolve issues, enhancing workflow efficiency. • Prioritize tasks by comprehending product areas and assessing priority levels, thereby determining the JIRA tickets requiring immediate attention and escalation to prevent workflow bottlenecks. • Demonstrate a keen sense of urgency by promptly escalating critical issues to the appropriate engineering team and on-call engineers, preventing any disruptions in workflow. • Maintain the integrity of shared JIRA projects and metrics, ensure the timely and accurate closure of JIRA tickets, and actively participate in data cleanup initiatives, streamlining the compilation of monthly TSE reviews. • Foster transparency and clarity by creating and managing comprehensive internal and external documentation, elucidating the intricacies of various tools and processes, benefiting both Color employees and partners utilizing our software solutions. • Oversee Retool license provisioning, meticulously reviewing and approving license requests, and updating licensees in our tracking system, along with managing permissions for teams as needed. • Innovate and enhance internal operations by building custom tools using Retool, harnessing the power of RESTful APIs, SQL, and JavaScript, further optimizing our workflow processes. Technologies/Frameworks/Languages/Tools • Atlassian Confluence and JIRA • Python • Django • SQL • RESTful API • Virtual Environment • JavaScript • GitHub • VS Code • Postman • Retool • Metabase • Castor • Airtable • Honeycomb.io • PagerDuty • Sentry • ReadMe

• Support Agent

  • May 2021 - Present

  Burlingame, California, United States • Utilize Salesforce to manage inbound and outbound phone calls and emails with proficiency to ensure efficient communication with clients. • Maintain thorough and well-organized notes for all calls and inquiries within Salesforce, creating a valuable reference for future needs. • Go the extra mile to ensure customer satisfaction by diligently following up with patients, resolving their issues, and fostering strong relationships with organizations. • Maintain HIPAA compliance by… Show more • Utilize Salesforce to manage inbound and outbound phone calls and emails with proficiency to ensure efficient communication with clients. • Maintain thorough and well-organized notes for all calls and inquiries within Salesforce, creating a valuable reference for future needs. • Go the extra mile to ensure customer satisfaction by diligently following up with patients, resolving their issues, and fostering strong relationships with organizations. • Maintain HIPAA compliance by prioritizing patient privacy and data security in addition to meticulously verifying all necessary information before providing further assistance. • Handle callback requests from teams involved in COVID-19 vaccinations across California, ensuring patients are reminded of their appointments and can receive their shots as scheduled. • Troubleshoot technical challenges by demonstrating technical prowess along with effectively identifying and resolving complex issues related to Color accounts. This involves gathering comprehensive information, replicating problems, and utilizing available resources to find solutions. • Triage inquiries and facilitate swift issue resolution by transferring cases to the appropriate teams when necessary, preventing workflow interruptions. • Contribute to the technical improvement process by creating JIRA tickets for complex issues. My documentation includes detailed notes and clear troubleshooting steps to assist our different engineering teams in pinpointing and addressing problems effectively. • Play a crucial role in processing COVID-19 report amendments and retractions, ensuring that amended reports are provided to patients and the relevant state department of health. • Provide technical assistance to vaccination site administrators who rely on Color's software to facilitate appointment flow, inventory management, and other site-related operations.



Gusto

• United States
• Financial Services
• 700 & Above Employee

• Payroll Care Advocate

  • Nov 2020 - May 2021

  Denver, Colorado, United States • Utilized Salesforce proficiently for both inbound and outbound phone calls and email communications, facilitating effective client interactions. • Elevated customer satisfaction by consistently going above and beyond to follow up with clients, ensuring their issues were promptly resolved, thereby fostering positive experiences for clients and their employees, and maintaining strong client relationships. • Demonstrated technical expertise by effectively resolving complex issues… Show more • Utilized Salesforce proficiently for both inbound and outbound phone calls and email communications, facilitating effective client interactions. • Elevated customer satisfaction by consistently going above and beyond to follow up with clients, ensuring their issues were promptly resolved, thereby fostering positive experiences for clients and their employees, and maintaining strong client relationships. • Demonstrated technical expertise by effectively resolving complex issues, enhancing the efficiency of client operations, and ensuring timely employee payments. • Collaborated seamlessly with colleagues, actively participating in knowledge sharing sessions, and collectively addressing challenges, thereby equipping the team with the capability to independently tackle future issues. • Prioritized data security and privacy by meticulously verifying all necessary information in compliance with HIPAA regulations before providing further assistance. • Rectified payroll inaccuracies, guaranteeing that employees of our clients received the correct compensation. • Managed benefit adjustments for each employee to maintain the precision of their W-2 forms, ensuring accurate financial documentation. • Facilitated seamless triaging of clients and inquiries, efficiently transferring them to the appropriate teams when necessary, streamlining issue resolution processes. Show less



Age of Learning

• United States
• E-Learning Providers
• 300 - 400 Employee

• Customer Support Representative

  • Oct 2019 - Oct 2020

  Glendale, California, United States • Proficiently utilized Zendesk for handling inbound and outbound phone calls, email correspondences, and live chat interactions, facilitating effective and efficient client communications. • Elevated customer satisfaction by diligently performing callbacks and proactive email follow-ups, ensuring that all issues were meticulously addressed. This commitment fostered positive experiences for customers, including children, and helped in nurturing strong, long-lasting relationships. •… Show more • Proficiently utilized Zendesk for handling inbound and outbound phone calls, email correspondences, and live chat interactions, facilitating effective and efficient client communications. • Elevated customer satisfaction by diligently performing callbacks and proactive email follow-ups, ensuring that all issues were meticulously addressed. This commitment fostered positive experiences for customers, including children, and helped in nurturing strong, long-lasting relationships. • Demonstrated meticulous attention to detail by consistently crafting well-detailed notes on each ticket. These comprehensive notes provided complete information about the customer's issue, significantly enhancing efficiency for subsequent agents handling the case. • Handled challenging situations with irate customers promptly and effectively, resolving their issues to prevent escalations to higher management levels. • Consistently exceeded weekly goals by successfully resolving over 300 inquiries per week, resulting in multiple recognitions for achieving one of the highest monthly Service Level Agreements (SLAs). • Spearheaded various specialty teams, including ABCmouse, ABCmouse Teachers, ABCmouse Library, and ReadingIQ, showcasing versatility in my role. • Contributed to knowledge sharing and self-service solutions by creating and maintaining help articles on the ABCmouse website. These articles empowered customers to troubleshoot and resolve issues independently, leading to a reduction in daily inquiries. • Demonstrated problem-solving expertise by methodically gathering comprehensive information to troubleshoot complex issues, formulating various solutions, and providing effective resolutions. Show less