Experience

Gong

• United States
• Software Development
• 700 & Above Employee

• Senior Technical Support Engineer

  • Aug 2022 - Present

• Technical Support Engineer

  • Nov 2020 - Aug 2022

  - Working with Enterprise and Commercial clients. Providing white glove service. -Identify, document, and report bugs on Jira, and Product gaps on customer feature requests to share with our Product and Engineering teams. -Develop best practices and offer consultative advice. - Stella reviews customer stratification at 95%. - Used Sendoso budget to make clients feel appreciated. - Followed up with every client who rated 3 stars and below through our service recovery. -… Show more - Working with Enterprise and Commercial clients. Providing white glove service. -Identify, document, and report bugs on Jira, and Product gaps on customer feature requests to share with our Product and Engineering teams. -Develop best practices and offer consultative advice. - Stella reviews customer stratification at 95%. - Used Sendoso budget to make clients feel appreciated. - Followed up with every client who rated 3 stars and below through our service recovery. - Solved on average 250 tickets per month. - Met SLA 95% (First Reply) - QA Ticket score 99%. - Started and lead the Paligo Content Creation project with the Product Content team. - Upkeep content creation documentation, workflow, and answered any questions around it for TSEs. - Contributed monthly to content creation for the Product Content team. - Helped onboard and train new TSE. - Ensured 95% Jira SLA Compliance. - Hosted skill shares. - Assisted in building internal documentation for the team. - Won Greatest of All Time, Super Support Awards.



Mixpanel

• United States
• Software Development
• 300 - 400 Employee

• Technical Community Moderator — Mixpanel Community

  • Feb 2020 - May 2020

  - Helped Mixpanel Community convert from 5k unique users to 12k unique users with Community 2.0 launch. - Submitted a back-log of Ideas, logged 229 product gaps with a total ARR of $8,987,352. - I solved 303 of tickets customer issues. This is a total of $45,450 answered in tickets ( Support ticket cost of $150 per ticket), and helped deflect tickets from the support team. - Managed and created educational Mixpanel content for our MPKnowledgeDrop Campaign. - Explained product and… Show more - Helped Mixpanel Community convert from 5k unique users to 12k unique users with Community 2.0 launch. - Submitted a back-log of Ideas, logged 229 product gaps with a total ARR of $8,987,352. - I solved 303 of tickets customer issues. This is a total of $45,450 answered in tickets ( Support ticket cost of $150 per ticket), and helped deflect tickets from the support team. - Managed and created educational Mixpanel content for our MPKnowledgeDrop Campaign. - Explained product and technical concepts in community. Answered, communicated with clarity and empathy. Demonstrated this by being able to explain to a community user why certain behavior or message that they posted is not aligned with the community guidelines. - Coordinated with PMs, Engineers, and other employees across the company to create content for Community and set up collaborations like the Beta User Community groups. - Voiced customer experience and needs in EPD settings, shared what users are talking about in Community during standups, QAs, or one-on-one. - Gived feedback on when asked by Engagement lead or manager keeping content quality in mind. - Communicated with community vendor on a regular basis to report technical issues, make requests, and explore new capabilities. Followed up tasks from the vendor to improve the Community experience. - Trained new company hires on the Community and its workflows.

• Community Moderator — Mixpanel Community

  • May 2019 - Feb 2020

  - Helped our team migrate to a new Community platform 2.0. - Created Community Guidelines, Terms of Use, and Settings. - Able to speak on the old community and challenges with moderation, administration, and design. - Answered incoming technical (L2) and administrative(L1) questions from customers. average 4-6 questions daily. - Managed the Ideation of Mixpanel Community by updating product releases, stages, and working Product Managers. - Reported bugs on Jira and alerted… Show more - Helped our team migrate to a new Community platform 2.0. - Created Community Guidelines, Terms of Use, and Settings. - Able to speak on the old community and challenges with moderation, administration, and design. - Answered incoming technical (L2) and administrative(L1) questions from customers. average 4-6 questions daily. - Managed the Ideation of Mixpanel Community by updating product releases, stages, and working Product Managers. - Reported bugs on Jira and alerted engineering teams. - Lead SDR training on Mixpanel for Startups program and made myself available when questions came up. SDR Team is now able to function on their own and sell Mixpanel for Startups plans - work with legal + billing. - Navigate SFDC creating leads, converting leads, creating accounts, and use CPQ to create contracts. - Lead Mixpanel's non-profit program and closed out.

• Technical Support Engineer

  • Jul 2018 - May 2019

  As a Mixpanel product expert, I solve challenging technical problems across platforms for Mixpanel customers every day. Help customers understand Mixpanel data reports and features. Assist customers in improving their implementation via Javascript, Android, PHP, Python, and IOS Libraries. Develop best practices and offering consultative advice. Respond weekly to 30 tickets, via Zendesk email, calls, or online chat. Collaborate with other Support Engineers to investigate… Show more As a Mixpanel product expert, I solve challenging technical problems across platforms for Mixpanel customers every day. Help customers understand Mixpanel data reports and features. Assist customers in improving their implementation via Javascript, Android, PHP, Python, and IOS Libraries. Develop best practices and offering consultative advice. Respond weekly to 30 tickets, via Zendesk email, calls, or online chat. Collaborate with other Support Engineers to investigate and resolve customer issues. Identify, document, and report bugs on Jira, and Product gaps on customer’s feature requests to share with our Product and Engineering teams. Help customers import, update, and export data via Mixpanel APIs. Support all of Mixpanel SDKs — the most common issues are Android, iOS, and JavaScript libraries. Lead and managed Mixpanel for Startups Program and Non-profits program. Navigated SFDC creating leads, converting leads, creating accounts, and use CPQ to create contracts



Techtonica

• Higher Education
• 1 - 100 Employee

• Software Engineering Apprentice

  • Jan 2018 - Jul 2018

  Completed Techtonica's apprenticeship program with 10 other apprentices. Techtonical is a 6-month Apprenticeship program that provides more than 1,000 hours of full-time, project-based, collaborative training. The curriculum covers web development (full-stack JavaScript), but also sections on other skills useful in tech, such as project management, UI/UX design, and data analysis. •Built websites with Tech Stack: React, Express, MySQL, Node.js •Meal recommendation app with Node.js… Show more Completed Techtonica's apprenticeship program with 10 other apprentices. Techtonical is a 6-month Apprenticeship program that provides more than 1,000 hours of full-time, project-based, collaborative training. The curriculum covers web development (full-stack JavaScript), but also sections on other skills useful in tech, such as project management, UI/UX design, and data analysis. •Built websites with Tech Stack: React, Express, MySQL, Node.js •Meal recommendation app with Node.js, Mongodb, and Express •Tested with Jasmine, designed with UI/UX principles Show less Completed Techtonica's apprenticeship program with 10 other apprentices. Techtonical is a 6-month Apprenticeship program that provides more than 1,000 hours of full-time, project-based, collaborative training. The curriculum covers web development (full-stack JavaScript), but also sections on other skills useful in tech, such as project management, UI/UX design, and data analysis. •Built websites with Tech Stack: React, Express, MySQL, Node.js •Meal recommendation app with Node.js… Show more Completed Techtonica's apprenticeship program with 10 other apprentices. Techtonical is a 6-month Apprenticeship program that provides more than 1,000 hours of full-time, project-based, collaborative training. The curriculum covers web development (full-stack JavaScript), but also sections on other skills useful in tech, such as project management, UI/UX design, and data analysis. •Built websites with Tech Stack: React, Express, MySQL, Node.js •Meal recommendation app with Node.js, Mongodb, and Express •Tested with Jasmine, designed with UI/UX principles Show less



Dev/Mission

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Program Coordinator

  • Apr 2017 - Jan 2018

  Since April 2017 I have helped dev/Mission, a non-profit focused on teaching and training diverse youth to join the tech workforce. As a member of it’s the Advisory Board, which focuses on strategy and outreach to plan out it’s long-term goal, I have taken my past experiences and strategically planned with the board on how to move forward with the organization. This has helped it establish it’s roots in the Mission and gain support from many tech organizations. Over the past months, I have… Show more Since April 2017 I have helped dev/Mission, a non-profit focused on teaching and training diverse youth to join the tech workforce. As a member of it’s the Advisory Board, which focuses on strategy and outreach to plan out it’s long-term goal, I have taken my past experiences and strategically planned with the board on how to move forward with the organization. This has helped it establish it’s roots in the Mission and gain support from many tech organizations. Over the past months, I have adapted to its rapidly growing organization, which is now running its second cohort, helping students learn and thrive in the tech community. On a day to day I take on various hats within the organization from Program Manager, Volunteer Coordinator, to Administrative Assistant. A few things I am proud of: •Planning the organization’s structure •Creating roles for volunteers and interns •Reviewing grant proposals •Managing program calendars •Organizing their prospect databases •Handling budgets •Provide strategic guidance to the CEO in ways that promote the company’s culture of diversity and equality •Community Outreach in District 9 and District 10 •Opening and keeping the lab open for Mission Housing Residents and community. •Assisting with technology literacy classes Show less Since April 2017 I have helped dev/Mission, a non-profit focused on teaching and training diverse youth to join the tech workforce. As a member of it’s the Advisory Board, which focuses on strategy and outreach to plan out it’s long-term goal, I have taken my past experiences and strategically planned with the board on how to move forward with the organization. This has helped it establish it’s roots in the Mission and gain support from many tech organizations. Over the past months, I have… Show more Since April 2017 I have helped dev/Mission, a non-profit focused on teaching and training diverse youth to join the tech workforce. As a member of it’s the Advisory Board, which focuses on strategy and outreach to plan out it’s long-term goal, I have taken my past experiences and strategically planned with the board on how to move forward with the organization. This has helped it establish it’s roots in the Mission and gain support from many tech organizations. Over the past months, I have adapted to its rapidly growing organization, which is now running its second cohort, helping students learn and thrive in the tech community. On a day to day I take on various hats within the organization from Program Manager, Volunteer Coordinator, to Administrative Assistant. A few things I am proud of: •Planning the organization’s structure •Creating roles for volunteers and interns •Reviewing grant proposals •Managing program calendars •Organizing their prospect databases •Handling budgets •Provide strategic guidance to the CEO in ways that promote the company’s culture of diversity and equality •Community Outreach in District 9 and District 10 •Opening and keeping the lab open for Mission Housing Residents and community. •Assisting with technology literacy classes Show less