Experience

DataGrail

• United States
• Software Development
• 1 - 100 Employee

• Customer Operations Manager

  • Apr 2022 - Present

  • Created company-wide reporting / measurement of Customer Experience.• Built consensus and introduced product introduction criteria and Internal enablement processes for new products and features.• Created technical product documentation for internal enablement• Managed creation and process to revise core datasets in conjunction with subject matter export and customers .• Created and owned advanced customer reporting that underlies internal customer success health and risk assessment metrics Show less

• Manager, Technical Success

  • Mar 2021 - Mar 2022

  • Built the Technical Success Team from the ground up, including sourcing and hiring 2 Technical Success Engineers and implementing Technical Support procedures and processes.• Lead global reporting and tracking of CX improvement with an emphasis on advanced customer reporting design, new product introduction criteria and enablement within CS. • Created and maintain technical product documentation to inform internal enablement.• Analyzed and reported inbound support data, supplying data to program and policy decisions.• Rolled out first customer-facing Help Center and self-serve content. Show less

• Technical Solutions Engineer

  • Nov 2019 - Mar 2021

  First TSE hire. Supported pre/post sales and built out all playbooks and processes.• Created onboarding and support processes that reduced per-customer engineering work to onboard by 90%.• Created repeatable onboarding process deployed across hundreds customers.• Took ownership of existing customer support systems; evaluated replacements and managed transition to new support work processes and systems.• Worked interdepartmentally to create and support a triage workflow to readily address customer needs. Demonstrated success via Zendesk industry metrics, maintaining a first reply time of under 2 hours. • Ran tier one On Call Support and prioritization plus associated processes for enterprise product.• Created and maintained internal training resources. Show less



StyleSeat

• United States
• Internet Marketplace Platforms
• 100 - 200 Employee

• Lead QA Engineer

  • Jun 2019 - Nov 2019

  • Drove the QA team in cross-departmental communication and testing optimizations• Supported performance testing in acceptance environments • Supported QA team members with individual and team milestones• Held Chapter Chair role and facilitated discussions around quality as a construct and how to maximize efforts internally and externally

• Senior Quality Assurance Engineer

  • Dec 2018 - Nov 2019

  • Baked quality into the holistic feature rollout process across the company.• Organized and supported cross-company dogfooding efforts and training on acceptance environments.• Represented quality in feature planning, testing optimization and release strategy for all features.

• Quality Assurance Engineer II

  • Apr 2017 - Dec 2018

  First QA Engineer. Created and maintained repeatable testing frameworks and processes.• Built the Quality Assurance Team from the ground up.• Created and managed bug tracking and prioritization, multi-environment testing processes, release management and cross departmental communication.•Involved in feature planning, testing optimization and release strategy for all features.



Node.io (Acquired by SugarCRM)

• United States
• Software Development
• 1 - 100 Employee

• Test Engineer

  • Apr 2016 - Mar 2017

  • Created an in-house Quality Assurance structure while providing testing support in an agile development environment with weekly releases. • Maintained software and data quality through the use of SQL, RubyonRails, and blackbox testing. • Developed bug investigation, triage and escalation processes • Created an in-house Quality Assurance structure while providing testing support in an agile development environment with weekly releases. • Maintained software and data quality through the use of SQL, RubyonRails, and blackbox testing. • Developed bug investigation, triage and escalation processes



ToutApp, Inc. (Acquired by Marketo, Inc.)

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

• Quality Assurance Engineer

  • Sep 2014 - Mar 2016

  • Created case structures test plans based on the development, enhancement and maintenance of products. • Developed and managed Manual QA process for release cycles, working cross-functionally in an agile environment, providing end-to-end quality assurance. • Managed user testing sessions in line with major releases • Worked closely with all departments to develop clear product vision and customer satisfaction • Perform platform release and platform code integration support • Maintained test documentation and project planning • Familiar with various testing strategies including Black Box, UAT, functional, smoke, and sanity Show less



cleanacwa

• Civic and Social Organizations
• 1 - 100 Employee

• Research Analyst

  • Apr 2012 - May 2014

  Research various mechanical and environmental structures in an effort to improve water, sanitation, and hygiene in the west African region of Agyementi, Ghana Research various mechanical and environmental structures in an effort to improve water, sanitation, and hygiene in the west African region of Agyementi, Ghana