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Work Background
FlodeskProduct Manager | Trust and Safety, Operations
Jan. 2023 - Nov. 2023Remote · Remote
FlodeskTrust & Safety Comms Manager
Oct. 2020 - Dec. 2022RemoteFlodesk is a Saas startup that equips small businesses with beautifully designed emails through their intuitive interface, empowering them in their email marketing strategies. -Responded to email inquiries, resolving tech issues and orienting members on best practices.
-Created original documentation for Help Center and improved existing resources.
-Owned compliance processes, educated at-risk members, A/B tested new workflows.
The 325 Co.Co-Founder & Technology Lead
Jun. 2020 - Jun. 2021The 325 Collective is a digital coworking co-op aiming to help young professionals & career explorers build their skills & confidence, or forge their own career path. www.The325Collective.com -Co-founder & Culture Creator: Authoring our mission & exemplifying organizational values.
-Tech Whiz: From building the website to creating custom Slack emojis.
-Knowledge Curator: Contextualizing career advice based on individual needs.
ProTrainingsCustomer Experience Manager (Remote)
Jan. 2020 - Jun. 2020Grand Rapids, Michigan, United StatesAchievements:
-Promoted to CX Leader to execute vision of balancing human-centered service with Chatbot & Knowledge Base self-service.
-Revolutionized Customer Service team of 6 into a community of Customer Experience professionals via individual growth plans.
-Optimized Customer Experience by analyzing user trends & translating data into feature requests for Director of Product. Responsibilities:
-Lead CX Team in interactions across live chat, email, social media, & phone support.
-Coordinated team efforts to collect & analyze user feedback to ain product insight.
-Coached team in personal & professional development, advocating for the team in business decisions.
-Advocated for the customer in product & business decisions.
ProTrainingsProject Coordinator, AI Specialist, & Spanish Program Manager (Remote)
Jan. 2019 - Jan. 2020Greater Grand Rapids, Michigan AreaAchievements:
-Developed Customer Service Chatbot via IBM Watson, which reduced chat volume by 50% while maintaining happiness scores.
-Implemented live chat, phone, & other software solutions.
-Coordinated & executed misc. projects: UX research, cost analyses, hiring, etc. Responsibilities:
-Contributed to copywriting & UX design.
-Provided training and learning resources to Customer Support team.
-Interviewed and onboarding new hires.
-Maintained positive relationships with key vendors.
ProTrainingsBilingual Customer Happiness Hero (Remote)
Jan. 2017 - Jan. 2019Greater Grand Rapids, Michigan AreaAchievements:
-Pioneered Spanish marketing, UX, & CX efforts.
-Translated all internal marketing materials & website content.
-Conducted extensive market & user research to fully understand market position. Responsibilities:
-Provided delightful customer support on chat, email, phone & social.
-Oversaw Spanish CPR Program & evaluated Spanish CPR classes.
-Monitored the quality of the bilingual user experience
The International CenterESL Teacher
Aug. 2016 - Jan. 2017Viña del Mar, V Región Chile-Taught English to adult students individually and in small groups.
-Planned & conducted workshops on grammar, conversation, & pronunciation.
-Coached & graded oral exams & presentations
CEA Study AbroadMobile Journalist, Blogger Internship
Jan. 2015 - Mar. 2015San José, Costa Rica-Wrote blog posts related to travel & study abroad.
-Worked independently & remotely from Costa Rica.
-Scheduled social media posts.
-Attended study abroad fairs to recruit new students.
Mayo Clinic Health System of La CrosseSwitchboard Operator
Jun. 2012 - Jun. 2016La Crosse, WisconsinAchievements:
-Represented department in LEAN Process Improvement project with Chief Medical Staff & Hospital Administration.
-Conducted hospital-wide training on paging & scheduling software.
-Kept my cool while having an office located directly next to the morgue. Responsibilities:
-Covered 1st, 2nd, & 3rd shifts as Lead Operator.
-Monitored alarm systems & informed staff in medical & maintenance emergencies.
-Connected all internal & external calls & page requests.
-Assisted with hiring, interviewing, & onboarding new operators.
APAC Customer ServicesCustomer Service Representative
Nov. 2010 - Jun. 2012La Crosse, Wisconsin-Took inbound customer service calls.
-Resolved issues related to billing, service, & technical support.
-Retained large amounts of technical information on various types of cell phones & tablets.
-Worked in a strong team atmosphere.
-Thrived under high pressure & hard deadlines.
-Received & implemented constant feedback from management.
-Trained new employees.
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