Printing tool Download PDF

In a Nutshell

B.A. in Communication Arts from the University of Denver

Over 6 years of customer support experience

Over 8 years of proven success in remote work

Over 14 years of professional experience in the non-profit, government, military, media, healthcare, and business industries

Provides quality, personalized support across phones, chat, email, and social media

Implemented ProTrainings help center, writing over 60 articles

Supported more than 3,900 customers by email since June 2015

96% average customer satisfaction rating since June 2015

Expertise

Customer Support and Moderation

  • Experienced in supporting users by phone, chat, email, and social media in industries such as software as a Service (SaaS), general business, education, and military/government.
  • Assist with account and administrative tasks, and use of products and integrations, and troubleshooting and triaging issues/bugs.
  • Serve as an advocate for customers, collaborating with other teams to optimize user experiences and test new features and releases.
    • Set up software analytics reporting and help centers for enterprise clientsProvided Tier I and II support for a major online SaaS helpdesk platform through Metaverse, serving a diverse range of enterprise customers and their end-users, assisting customers with general setup and use of platform/features, software integrations, and advanced technical issues.
  • Moderated content and images for social media platforms through Metaverse, following established client guidelines to ensure a safe and fun experience for all users.

Onboarding and Success

  • Introduce new users to Clubhouse, explaining product features and the user interface.
  • Present customer webinars on how to get started with and use Clubhouse.
  • Provided personalized support and onboarding for corporate ProTrainings customers, acted as first-lines group sales and onboarding to small- and medium-sized companies.

Knowledge Base Management and Technical Writing

  • 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.
  • Create graphics, GIFs, and videos to document and demonstrate Clubhouse features for internal and external knowledge bases and marketing materials.
  • Contribute to both internal knowledge base and Clubhouse Help Center, documenting features and writing FAQ, how-to, and best practices documentation.
  • Managed, wrote, edited, and updated ProTrainings's customer-facing and internal help documentation; consulted with multiple ProTrainings departments regarding their needs for knowledge base content.
  • Consulted on the best support and knowledge base software solutions to meet ProTrainings's evolving needs.

Operations

  • Configure and maintain Help Center automation (Answerbot for Zendesk), and provide monthly reporting on its function.
  • Devise and maintain process for contributing new content to the Clubhouse Help Center and updating old content.
  • Assist in writing macros and documenting internal Support processes.
  • Provide training on Clubhouse to new employees.
  • Developed guidance for ProTrainings's social media engagement, engaged positively with customers over social media outside of support interactions.
  • Consulted on and wrote content for ProTrainings B2B customer success documents and processes.
  • Substantially contributed to the ProTrainings style, voice, and content process and guidelines for writing and publishing knowledge base content.
  • Set up software analytics reporting and help centers for enterprise clients through Metaverse.

Writing and Marketing

  • News and academic writing, knowledge of AP, Chicago, MLA, and APA styles.
  • Digital and social media (website, email, blogs, Twitter, Facebook, etc.).
  • Print/web publications: presentations, brochures, posters, newsletters, factsheets.

Professional Experience

Education & Training

Education

2017Present
KCS Academy

KCS v6 Fundamentals Certification

January 2018March 2018
Udacity

Grow with Google Developer Challenge Scholarship

Google Developer Challenge Scholarship 2018 Recipient

Software and Applications

Help Scout

Answering email, saved replies, tagging, basic workflows, reporting, Docs

Basecamp

Community, calendar, projects

Zendesk

Answering tickets, basic automations, macros, enrolling and managing agents and channels, basic reporting, setting up and using Guide, Voice, and Chat

Zoho

Answering tickets, basic reporting, saved replies, managing knowledge base

Buffer Reply

Answering comments, tweets, chatting in Facebook Messenger, basic reporting

Team, B2C, & B2B Chat

Zendesk, Slack, SnapEngage, Campfire, Flowdock

Systems & Platforms

PC, Mac, Microsoft Office Suite, Google Suite

Additional Experience

08/2014 - 03/2015: Mason Co. Parent Liaison (Remote), MLO Great Start Collaborative,
07/2010 - 12/2012: Staff and Freelance Reporter, Glimpses of Guam, Remote
08/2010 - 09/2011: Program Analyst IV (JRM), FSS Alutiiq LLC, Nimitz Hill, Guam
04/2010 - 11/2010: Purchasing and Logistics Assistant, Shimbros Inc., Maite, Guam
08/2009 - 12/2009: Marianas Range Sustainment Support, GuamTemps, Naval Base Guam
02/2009 - 06/2009: Certified Nurse Assistant (PRN), Centura Health, Colorado Springs, CO
01/2009 - 06/2009: Medical Records Admin, WSI Personnel Staffing, Colorado Springs, CO
07/2007 - 10/2008: Special Ops Technician, Casper-Natrona Co. Health Dept., Casper, WY
07/2006 - 07/2007: Natrona County Medical Reserve Corps Coordinator, CNCS, Casper, WY