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Summary

As a strong team player and motivated individual, I'm looking to put my passion for excellence to good use.  I aim to improve the end-user experience by influencing the product early in the development process, whether it be via direction of customer/employee testing or streamlining and influencing the delivery schedule. My career has centered around collecting data and feedback from users, triaging the issues, working with customers to address the issues, and sharing that information with engineering, design, and marketing teams to improve the product. I have worked in both customer service and beta program management to fulfill this role. I am skilled at taking that user information and making it relevant and actionable.

Work experience

Oct 2009Mar 2016

Field Trials Program Manager (6 years, 6 months)

TiVo, Inc
  • Managed multiple partner relationships simultaneously, including TiVo's largest international partnership from its inception
  • Managed Alpha & Beta testing for International and Domestic partner releases. 
  • Developed Alpha & Beta test plans to ensure at-home testing of all functionality.
  • Processed feedback from 300 to 500 customers across multiple projects via weekly release status dashboards to executives and core team.
  • Utilized my customer support background to further champion the customer experience and perspective in order to improve software/ hardware earlier in the development process.
  • Worked closely with Quality Assurance and Engineering teams to ensure they had sufficient information on product issues reported in alpha/beta, as well as to deliver a weekly list of known issues to trialists.
  • Identified & communicated potential Customer Support call drivers.  Worked with CS to prevent or reduce impact.
  • Interfaced with User Research and User Experience to help gather systematic customer feedback to inform future product development. Go-to person for providing realistic quality assessment of in-development software/hardware.
Apr 2002Oct 2009

Customer Support Engineer (7 years 7 months)

TiVo, Inc
  • CS Technical liaison with engineering during all phases of product development.
  • Prioritize and champion CS issues with engineering and executives, as well as monitor the impact of product releases. Ensure knowledge database and call center agents are updated with latest technical information.
  • Continued refining Customer Support Knowledge & Troubleshooting Database, including the addition of CableCARD information with the introduction of the Series III (HD) models.
Sep 2000Apr 2002

Customer Support Rep, Level 2  (1 year 8 months) 

TiVo, Inc
  • Level II technical and account specialist supporting earliest iterations of TiVo hardware/software platforms (Series I, Series II, & DirecTV models).
  • Helped refine CS Knowledge & Troubleshooting Database
19871991

Aviation Electricians Mate, 2nd Class (4 years)

United States Navy
  • Performed electrical diagnosis and repair of A-6E/KA-6D aircraft.  Stationed in Virginia Beach, served entire duration of first Gulf War (Desert Shield and Desert Storm).

Education

20092010

Effective Communications Course

Dale Carnegie 

   

19911992

Associate of Science, Administration of Justice (4.0 GPA)

West Valley College