Outside direct-hire to Resolution Specialists team; has excelled in performance, skill-building, and peer support throughout the length of employment. Responsible for support of tier 1 via chat queue and incident management of internal issues or errors.

Pearson | Jul 2014 - Jul 2017

Q Product Support Specialist

Hired on into a technical support role and 6 months into this project, was assigned to a new pioneer project. The team was a combination of billing and technical support for clinicians administering digital psychological and speech testing. As my main job function, I maintained excellent customer service scores and standards throughout the length of time with the department. Due to my knowledge and customer service focus, I was heavily involved with resolving escalated customer issues, working extra hours as needed to complete projects. Once I became a SME, I trained two Q Product Support classes of 15+ trainees each in Jul and Aug of 2016; I had 3 weeks to prepare a 2-week long training curriculum from scratch. I completed "Train the Trainer" training and was complimented by the department manager on the execution of the training. I created 50+ Knowledge Base articles and directed 3 peers after training completed on effective technical writing through Pearson Education products. From May 2015 - Jan 2016 I was the Lead for the Q-Interactive product, completing 2 weeks of high-intensity training before taking reigns as Lead with little to no supervision. As platform lead, I directed a team of 5 and delegated responsibilities to complete tasks while simultaneously performing customer support function to meet Q Product Support team SLA stats. My daily tasks included account creation and answering emails/calls from school districts needing assistance with order and account management. I often personally assisted with determining the best options for their needs and budget. I met SLA for monthly and quarterly invoicing consistently, growing skills in data analytics. The customer base grew from 450+ to 1200+ while on project. I learned of my passion for customer focus and using data to tell the story of our product.

VMC Technology Consulting | Jul 2013 - Jul 2014

Technical Support Representative

This is where I learned that I love customer support and technology. I consistently met goals each month for customer satisfaction survey responses, which helped to meet the team goal. My customer service surveys were always in the high 90’s or 100%. Procedurally checked for customer’s device insurance and offered insurance programs for complete support and would regularly upsell the insurance. I found supporting customers with their problems and resolving their concerns to be extremely rewarding and fulfilling.

Portrait Innovations | Feb 2013 - Jun 2013

Photographer

Easily one of the most fun and chaotic environments I have ever worked in. I built upon my sales abilities and retained a consistent, high sales average monthly. Earned management responsibilities including opening and closing of the studio, which consisted of money management, daily morning equipment maintenance, and multi-tasking of answering phones, and completing a photography session while keeping a positive and high-energy atmosphere.

Dollar Tree Stores | May 2010 - Feb 2013

Assistant Manager

I started as a cashier and sales associate. I was often multi-tasking with stocking during slow times and making sure the area was clean. The district manager was always impressed with my ability to work without supervision. In March of 2012, I was promoted to Assistant Manager and relocated to a larger store. I managed as many as 5 employees at one time and helped to maintain our sales average.

My Education

Take a look at my formal education

Associate of Arts (A.A.), Art/Art Studies, GeneralPalo Alto College | 2010

About Me

Seeking an entry role in data analytics with an emphasis on user data to gain insights and enhance the user experience. Recently completed the Google Data Analytics Certification course 02/2023.

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