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Relevant Experience

May 2019Present

Customer Support Associate (Remote)

Khan Academy
  • Serve as the primary contact for initial issue escalations for our frontline Support team, facilitating communication between the frontline team and product managers, engineers, and other teams to resolve or further escalate issues as needed.
  • Investigate and triage issues in Jira and work closely with engineering and product teams to prioritize highest user-impact work for upcoming sprints.
  • Serve as Support Liaison to the Learning Platform and Test Prep teams, working with these cross-functional teams to understand and elevate the needs of our users, identify trends in Support issues, and ensure that information flows freely between the product teams and our frontline support team.
January 2018May 2019

Customer Experience Representative (Remote)

Clubhouse Software

I ensured Clubhouse customer success over email and social media by:

  • Introduced new users to Clubhouse, explained product features and the user interface, assisted with account and administrative tasks, and troubleshooted and triaged issues and bugs.
  • Serving as an advocate for customers, collaborating with other teams to optimize user experiences and test new features and releases.
  • Planned and managed a successful campaign to update and optimize 80% of our external knowledge base (Clubhouse Help Center) to make it easier for users to find and read information about Clubhouse.
June 2015January 2018

Customer Happiness Hero (Remote)

ProTrainings, LLC

My core duty is providing compassionate, expert, and timely support to customers via phone, email, chat, and social media. Over time I've taken on additional responsibilities, to include:

  • Managing customer interactions over Twitter and Facebook, developing official guidance for social media engagement with customers and training team members on those guidelines.
  • Providing personalized support for corporate customers, acting as first-line sales and onboarding for small to medium sized companies.
  • Consulting on and writing content for B2B customer success.
  • Building a public help center from the ground up (over 60 articles and counting).
  • Writing style, use, and content guidelines for content published in our knowledge base.
  • Collaborating with multiple teams regarding knowledge base content, customer onboarding, and customer experience solutions.
August 2014November 2015

Customer Advocate and Consultant (Remote)

Metaverse Mod Squad

I worked several projects for SaaS and social media clients through MMS, for which I:

  • Moderated content and images for social media platforms, following established client guidelines to ensure a safe and fun experience for all users.
  • Provided Tier I and II support for a major online SaaS helpdesk platform.
    • Assisted enterprise customers and their end-users with general setup and use of platform/features, software integrations, and advanced technical issues.
    • Set up software analytics reporting and help centers for enterprise clients.