// 896 Middle Ave. #6 / Menlo Park, CA 94042 / (650) 833-9082
Objective:
To apply and enhance my skills in the fields of content writing, customer service and technical support to assist customers online using social media and online communities.
Summary of qualifications:
- Over fifteen years of customer service, technical support, and supervisory experience.
- Thorough understanding of websites, domains, ecommerce, email, email marketing, SEO and CMO for personal and small business online presence.
- Strong writing and communication skills to create content and directly assist customers with installing, using, and understanding website and ecommerce services, including but not limited to software installation, software usability, technical errors, billing issues, email usage, online marketing and domain management.
- Extensive reading comprehension experience to identify, interpret and understand technical support, customer service and escalation requests.
- Comprehensive experience with problem solving, project coordination, and procedural development.
Experience:
7/10 to 8/10 Netflix – Los Gatos, CA
Contractor
-Worked with Product Marketing, QA and Customer Support to created new and customize existing online help content and FAQs for the launch of Netflix Canada.
4/00 to 10/10 Intuit/Homestead Technologies – Menlo Park, CA
Internet Product and Support Specialist – Online Group
-Maintain primary responsibility for RightNow support queues including Websites, Storefront, VistaPrint, SearchLight, Email Marketing and Escalations by answering support requests received via Help Ticket.
-Exceeded the set goal of 120 average Help Ticket responses per day with a performance of 132 average responses per day
-Manage the Customer Bugs escalation group to receive, identify, triage and assign customer-reported issues regarding software and usability.
-Decreased the average case load from approximately 150 active cases per week to approximately 10 active cases per week and created an escalation process to quickly identify legitimate bugs and assign them to the appropriate development team.
-Create online and response content for member instruction and communication including technical instructions, usability, outage messaging and emergency responses.
-Assist manager and teammates with escalations, training, message distribution, and RightNow queue management as Team lead for Online Group.
-Provide team training and escalation support for SearchLight services as part of the SearchLight Escalation team.
-Support the Design Services, Inbound phone and Outbound phone teams by providing ongoing escalation support and point of contact resolution to assist with usability and technical questions.
-Contribute to product improvements with the Product Team through spec meetings and reviews including domain management and SearchLight product enhancements.
-Created Help Ticket QA process to train new hires on product knowledge, technical troubleshooting and Help Ticket resolution.
7/99 to 3/00 American Protective Services - LifeScan, Inc. – Milpitas, CA
Guest Relations Coordination Supervisor
-Supervised staff of six.
-Coordinated security and administrative communications.
-Maintained intranet-based operators' database.
-Hired and trained new employees.
4/94 to 7/99 Dana St. Coffee Roasting Company – Mountain View, CA Manager
3/93 to 4/94 Bay City Coffee Roasting Company – Mountain View, CA Shift Lead
Education:
1990 - 1992 State University of New York, Plattsburgh, NY
President’s Scholarship Recipient
Human Services Major
1986 – 1990 Arlington High School, LaGrange, NY
High School Diploma
Honor Key
Regent's Scholarship
Dorothy K. Albertson Memorial Scholarship
Philip R. Bass Scholarship
Standex International, Inc. Scholarship
Skills:
Administrative responsibilities include guest relations, accounting, scheduling, purchasing, database and directory maintenance, access control, telephones, and web design. Management abilities include hiring, training, organization, coordination, and direction of employees. Experience includes working in fast-paced, high-traffic environments with cross-functional teams, requiring flexibility, multitasking abilities, and strong written communication skills.
Computer experience: Extensive computer skills with MS Office, including Outlook, Word, Access, Explorer, Excel, and FrontPage. Skill set includes knowledge of Netscape, Firefox and Internet Explorer browsers as well as familiarity with RightNow, Geneva, BeFree, Meeting Maker and Microsoft LiveMeeting. Advanced experience developed with QuickBase, SiteBuilder, AlbumBuilder, SiteBuilder Lite, Kana Response, Expanents Desktop, Contactual and Noble ATOMS.
