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Work Background
Self-employedBackyard chicken and goat farmer
May. 2022San Diego County, California, United StatesCurrently drowning in eggs and only choosing recipes that will take at least 5 eggs or more each.
HelloTech Inc.Director Of Customer Service
Oct. 2021 - Mar. 2025- Own HelloTech's customer service departments of roughly 100 employees (Sales / Order Support / Quality Assurance / Training)
- Build all Customer Service KPIs utilizing Fivetran, Snowflake, and Sigma Computing in DBT and SQL
- Ended hiring seasonal agents by building customer voice automations and channel switching to SMS and eliminated seasonal spend saving 25% of total spend during peak season.
- Create Component based teams to improve member churn, order conversions, and upsell KPIs
- Improve member retention rates from customer interactions by 80% through focused QA audits and team lead mentorship
- Own, administer, automate Customer Service Tools (Kustomer, Amazon Connect, AWS, Scorebuddy, Qualtrics - Delighted)
- Create transcription and summarization service to process 10,000+ phone calls / month. Built on AWS (S3, SQS, EC2) and OpenAI Whisper and Chat GPT at a cost of less than $3 / day
- Develop and create a Quality Assurance AI tool with agent phone transcripts to cross reference and evaluate agents KPIs and other areas of opportunities to generate more revenue. Built on AWS (Lambda, SNS, SQS, S3) with OpenAI 4o with fine-tuning.
- Improved tier 1 agent new hire retention and reduce hiring frequency by 600% (from every 2 weeks to every 6 months)
- Mentor a group of 6 team leads and managers to create and own support core customer service processes
- Manage 25,000+ tickets per month via all channels (chat, email, SMS, and voice) across 100+ employees
- Improve overall phone call answer rates from 75% to 98% by automating Amazon Connect IVR flows and implement proper routing while reducing regular overall Customer Service spend by an average of 28% a month
JaanuuDirector of Customer Support
Jan. 2021 - Oct. 2021- Lead the Customer Experience team to manage and communicate with all customers in a rapidly growing e-Commerce environment
- Transition the Support team to becoming proactive as opposed to reactive
- reduce ticket load by 40% through implementing systems and workflows to provide better documentation
- Proactively create and implement systems and tools to reduce ticket handle time by 30%
- Manage vendor relationships and systems - create KPIs for Support - Aggregate customer feedback from all channels (product reviews, NPS, CSAT, Zendesk) utilizing DBT and creating LookMLs for Looker
AnagramCustomer Support Manager
Sep. 2019 - Jul. 2020santa monica, ca- Set KPIs utilizing SQL to better reflect actual support agent work
- Forecast future impacts of new and existing customers from industry trends
- Create and administer systems (Zendesk, JIRA, Intercom) and workflows to improve Customer Support workflow
- Mentor and train Support to manage 8000+ chat tickets per month
- Integrate the Support team closer with Engineering, Product Management, and Operations
- Triage and root cause system issues through various tools (LogDNA, Sentry, LogRocket)
- Investigate and resubmit out-of-network medical claims to improve product functionality
Chrome River TechnologiesSupport Manager
Jan. 2019 - Aug. 2019Greater Los Angeles Area- Create systems to closer work together with Product teams and create a customer-centric feedback loop using case metrics and customer feedback
-Review and oversee day-to-day operations of the Invoice Support team
-Collaborate and fine-tune KPIs across Chrome River's Support organization
-Train and mentor high-performing employees to achieve KPIs and efficiency
Liferay, IncCustomer Support Global Functional Lead
Jan. 2017 - Jan. 2019- Travel to various global Support offices to resolve inefficiencies by implementing new SOPs and mentorship
- Created metrics and implemented processes to cut down resolution times by over 30% in 3 months
- Create and implement a global vision and strategy for Support
- Create stronger relationships between various product departments to improve reliability
- Implement and create workflows using Zendesk to streamline Support
- Skill mapping for all levels within Customer Support to provide career paths at all levels
Liferay, Inc.Lead Customer Support Engineer
Jan. 2014 - Jan. 2017- Conduct audits on the global based support team to track progress and training opportunities
- Create and implement customized training plans for each engineer to improve quality by 40%
- Identify and revamp support systems to improve efficiency
- Acted as a third level escalation point to handle customer issues
- Created a new hire training program to improve new hire retention from 20% to 100%
- Travel to global offices to streamline Support processes and reduce inefficiencies.
Liferay, Inc.Senior Customer Advocacy Specialist
Jan. 2013 - Jan. 2014-Mentored and motivate others to excel in Customer Service
-Provided a unique support experience
-Build and construct a performance tracking project within JIRA
-Delivered department wide JIRA training
Liferay, Inc.Customer Advocacy Specialist
Sep. 2011 - Dec. 2012-Created a position and committed myself to strengthen relations with strategic clients including: Ameriprise, Aon Hewitt, Washington Post, The Hershey Company, Toyota, Volkswagen, Rite Aid, Blue Cross Blue Shield -Achieved 100% client satisfaction by understanding needs and resolving conflicts -Generated statistic reports to track hours spent per account for business development -Conducted global trainings for engineers from India, Australia, Hungary, and China -Mentored and trained employees to exceed industry standards -Managed internal projects during time critical situations
Liferay, Inc.Customer Support Engineer
Sep. 2010 - Mar. 2012-Troubleshoot complex issues and systematically separate base components to deliver customers product resolutions
-Assisted in created a technical training plan for new hires
-Created technical documentation on Liferay Components
-Achieved a high level of communication with developers and other various clients
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