At Shopmonkey, we exist to help every shop thrive by equipping shops with smart, simple and native products to run, understand and grow their business.

- Authored over 36 technical Knowledge Base articles that reduced support tickets by 13%- Wrote, published and sent Tips & Tricks newsletters to 3,000 enrolled customers each month that provided ongoing training and tips for using the software more effectively- Produced 20 software tutorial videos to assist with customer and prospect onboarding and training, saw 12% increase in channel views- Designed and implemented new onboarding pipeline for 200+ monthly free trial users- Reduced software refunds by 30% by optimizing prospect qualification- Worked closely with CEO on software features, development cycle and long term business strategies- Coached my team to optimize support plan renewal process and saw increase to 86% average renewal- Coordinated and supervised all software QA testing- Solved long-standing issue for developers by creating in-house bug and feature request tracking system.- Assisted with hiring and onboarding of new employees- Actively managed and coached front office staff

- Promoted in 10 months for demonstrated skill leading the Support and Customer Care teams- Demonstrated strong customer service skills, both written and verbal- Produced software overview videos and new release video content; this included pre-production, production and post-production in Adobe Premier Pro, After Effects and Photoshop- Wrote over 180 blog articles including both technical support and SEO-centric industry blogs; multiple articles rank on the first Google SERP- Developed a process for collecting user reviews on Capterra and G2; over 180 reviews with 4.8 stars- Assisted with planning and development of new software features and product releases

Oversaw several areas at the church, including: technical and creative arts, onsite IT support and web master duties in Wordpress. Trained and equipped a team of 15-20 volunteers for live service production. Produced a variety of video content: training videos, story videos, motion graphic videos, announcement and informational videos, illustration videos, etc.- Designed and installed $125,000 video projection/camera system- Implemented ProPresenter across campus- Increased weekly video views by 50%- Seamlessly migrated campus video systems from standard definition to full HD- Designed the visual experience and layout of church website in Wordpress, dramatically increasing usability- Given oversight of campus systems as campus IT SupervisorAreas of proficiency include:DSLR videography, editing and creating with the Adobe Creative Suite (Premiere Pro, After Effects, Photoshop, Illustrator), PC and Mac hardware including repair and upgrades, writing copy, graphic design, stage design, photography and training.

- Managed production team of volunteers to run lights, cameras, video and audio- Self-trained DSLR videographer- Independently produced over 90 short videos- Produced several local TV advertisements- Designed and built over 20 stage designs, with emphasis on creative lighting and textures

- Passed extensive, federally-regulated training to manage electrical power with the Electric Reliability Council of Texas (ERCOT)- Operated real-time ERCOT helpdesk with zero incidents- Facilitated our clients' daily power market operations with the highest level of customer careAfter passing extensive, federally regulated training to become a market operator, I was an operator on a 24/7 real-time helpdesk - where we facilitated the daily market operations of our clients on the public energy grid. This meant being in constant contact with our clients over the phone and via software monitoring systems, and quickly responding to changing situations with energy production and transmittal, including emergency response to keep local grids from going down, and keeping the lights on across Texas.APX market operations that I was involved with included: ISO 24/7 Real-Time Agent support, Counterparty Transaction Management (for trades, bookouts and NERC e-Tags), Resource Control Center (for dispersed wind and/or solar farms), Helpdesk Services (for software suite tech support, real-time SCADA monitoring and troubleshooting), Resource Management (for dispatches and outages, including demand response dispatching), and more.

Oversaw a 21-member student council as the executive member. Provided vision and oversight for campus and community activities. Provided oversight for several committees organized through the ASB. Involved in public communication (within the school and without), marketing, advertising and creative think-tanking.Interpersonal communication and conflict resolution skills were used often and honed.

Assisted the ASB President in all matters. Created agendas for and presided over weekly ASB full council meetings. Helped to create procedures for public marketing efforts. Completed numerous marketing campaigns, utilizing Adobe Photoshop. Worked closely with other members of the full council in sub-committees to plan and execute student and faculty events.Ran successful Presidential campaign, including public speaking events and smaller discussion forums.