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Work Background
LeapThoughtAccount Manager
Jan. 2025
LeapThoughtFounding Enterpise Business Development Executive
Sep. 2023 - May. 2025* Generate leads through outbound prospecting, networking, and social media. * Present to and qualify prospects and identify their pain points * Set appointments and conduct in depth demos and presentations * Build relationships with prospects and nurture them through the sales process * Attend trade conferences and assist with in person engagements
data.aiL2 Support / Sales Engineer
May. 2022 - Aug. 2023Troubleshoot, diagnose, and resolve issues in mobile app data analytics platform for 2,000+ users globally. Partner cross- functionally on a global scale and work directly with the Sales Team to assist with new business and contract renewals as well as collaborate with Engineering while providing Quality Assurance.
-Exceeding all response and resolution metrics while managing the highest volume of tickets on the team.
-Spearheading revamp of workflow ticketing handling process in Salesforce, reducing SLA time by 30%
-Building a new tiered taxonomy system to track issues, prioritize resources, and create better customer service.
-Partnering with other global and regional teams in designing, implementing and maintaining customer communities to drive customer engagement and self-service capabilities.
-Assisting customers with providing technical expertise on how the company product suits their business needs.
KlaviyoProduct Expert
Mar. 2021 - May. 2022RemoteProviding the best support to customers who are scaling their businesses with Klaviyo. Track record of finding creative solutions to unique problems, thrive in challenging situations and apply these skills to solve for customers using our software.
-Provide high-quality product support for Klaviyo customers, partnering with them to effectively resolve their issues through email, chat, and phone.
-Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies.
-Diagnose software issues and resolve escalated customer complaints engage using established processes
-Provide support & guidance on non-technical related questions (e.g: marketing, sales, other e-commerce setup questions)
ExpeditorsIS Application Support Specialist
Nov. 2019 - Mar. 2021Seattle, WashingtonApplication/production/operations support of mission-critical and time-sensitive systems, complex technical troubleshooting, incident management, event monitoring, Azure Devops, Gitlab deployment and escalation in customer-facing roles.
-Tier 2/3 troubleshooting major system issues that impacts applications we support globally
-Investigating/resolving critical system related accounting claims
-Responding to time-sensitive incidents to ensure internal/external client satisfaction in a 24/7 operational environment
US ArmyEmergency Medical Technician
Feb. 2014 - Sep. 2019Ft lewis, waLed, mentored, and trained a three person team while assigned to various combat units to act as support as line medics.
-Provided medical coverage in numerous field and garrison training exercises and overseas deployments
-Advised the command team on mass casualties situations
-Taught other soldiers about life measuring and trauma procedures
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