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Work Background
Riverside InsightsCustomer Support Associate → Customer Experience Specialist → Training Lead (Various Roles)
Jun. 2021Itasca, Illinois, United StatesAdvanced through multiple roles at this leading EdTech and clinical assessment company, specializing in delivering exceptional customer support, technical training, and product expertise to educators and clinicians. Known for bridging the gap between users and product teams, I’ve led initiatives that improved support workflows, strengthened team knowledge, and enhanced the overall user experience across platforms. Key Contributions:
- Lead a Tier 2 escalations team specializing in resolving complex technical and product-related issues, serving as the go-to expert for in-depth platform knowledge and cross-functional troubleshooting.
- Delivered end-to-end support for clinical testing products, ensuring timely and empathetic resolution for educators and specialists.
- Facilitated training for internal teams and external users, improving onboarding efficiency and reducing support volume.
- Handled complex support tickets and technical inquiries.
- Advocated for customer needs across product and support teams, leading to improved UX and documentation.
- Championed individualized learning strategies, drawing from Montessori and instructional design best practices.
RedfinCustomer Tour Specialist → Licensed Associate Agent → Independent Field Agent (Various Roles)
Oct. 2015 - Jul. 2019Colorado Springs, Colorado, United StatesSupported homebuyers across multiple touchpoints in the real estate process, delivering excellent customer service, managing tech-enabled tours, and representing Redfin’s values in a high-volume, client-facing environment. Operated in a fully remote capacity with a strong emphasis on communication, time management, and platform navigation. Key Contributions:
-Facilitated hundreds of property tours using Redfin’s proprietary platform, ensuring clients received accurate, timely, and professional support.
- Communicated client preferences and issues effectively to internal teams, improving customer satisfaction and follow-up outcomes.
- Managed dynamic schedules, adapted to last-minute changes, and operated independently across multiple markets.
- Built trust with clients through responsive communication, empathy, and a service-first mindset — core strengths in any remote support or training role.
- Demonstrated tech fluency and agility in learning and using internal systems, mobile tools, and remote communication platforms.
Black Iron Metal WorksCo-Owner
Jan. 2014Cascade, Colorado, United StatesFounded and operated a custom metalworks business, managing every aspect from client consultations to project delivery. Developed deep experience in customer relationship management, business operations, vendor coordination, and product customization—skills directly transferable to user-centered work in EdTech. Key Contributions:
- Managed all client communications, from initial inquiry through post-project follow-up, delivering personalized service and ensuring satisfaction.
- Translated client needs into actionable project specs, coordinating design, materials sourcing, and production schedules—mirroring cross-functional collaboration in product environments.
- Handled invoicing, budgeting, and vendor negotiations while maintaining high standards for quality and service.
- Streamlined internal workflows to improve efficiency and project turnaround time.
- Built and maintained a loyal customer base through responsive service, clear communication, and consistent follow-through.
Children's Haven Montessori SchoolFounder & Director – Montessori School Owner/Lead Educator
Aug. 2009 - May. 2013Colorado Springs, Colorado, United StatesLed all aspects of a Montessori early childhood education center, combining evidence-based teaching practices with innovative learning strategies to support the development of diverse learners. This experience built the foundation of my learner-first approach and equipped me with the empathy, agility, and leadership needed to thrive in fast-paced edtech environments. Key Contributions:
- Designed and implemented personalized, student-centered learning experiences based on Montessori methodology — closely aligned with modern instructional design principles used in EdTech.
- Managed day-to-day school operations, including administration, curriculum development, and parent engagement.
- Created digital documentation systems to streamline communication and reporting for families and staff.
- Developed and delivered workshops for parents and staff, focusing on individualized learning and behavior support strategies.
- Maintained compliance with local education regulations while adapting programming for optimal learner outcomes.
- Fostered a collaborative, growth-oriented environment that emphasized empathy, independence, and problem-solving — skills central to learner success in both physical and digital environments.
HOPE MONTESSORI ACADEMYPrimary Teacher
Jul. 2007 - May. 2009Colorado Springs, Colorado, United StatesBuilt a learner-centered environment rooted in innovation, empathy, and individualized instruction—skills that directly inform my work in customer support, training, and EdTech product engagement. Key Contributions:
- Developed and led personalized learning programs based on Montessori pedagogy, aligning closely with modern EdTech instructional design practices.
- Trained and managed teaching staff, fostering a high-performing, collaborative team focused on student development and parent satisfaction.
- Designed systems to streamline communication and documentation for families and staff, improving transparency and trust.
- Built lasting relationships with parents through active communication, progress tracking, and individualized support—paralleling customer success and onboarding best practices.
Jordahl Elementary SchoolElementary Educator
Jul. 2006 - Jun. 2007Fountain, Colorado, United StatesServed as a lead classroom educator in a public school setting, designing and implementing individualized instruction to meet diverse student needs. Developed strong skills in communication, learning strategy design, and student engagement—skills that continue to inform my work in EdTech support, training, and customer experience. Key Contributions:
- Created and delivered differentiated lesson plans tailored to varied learning styles and developmental needs, aligned with curriculum standards.
- Integrated technology into daily instruction to enhance student engagement and build foundational digital literacy.
- Maintained proactive communication with parents and support staff, building trust and transparency in student progress.
- Collaborated with special education and support teams to implement individualized education plans (IEPs) and track progress.
- Contributed to school-wide initiatives that improved academic outcomes, student behavior, and teacher collaboration.
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