Andrea (De Ocera) Gould Email & Phone Number

• Implemented and streamlined customer support channel via Zendesk Support and Chat
• Provided personalized customer support with clear communication through email and phone calls
• Outlined and created a repeatable onboarding process for new clients
• Handled multiple customer implementation and user onboarding on a monthly basis
• Served as the key point of contact through implementation and launch
• Collaborated with the engineering team directing product decisions based on clients needs

• Collaborated with Product, Marketing, and Sales Managers to direct the work of a new role in the Sales Organization - Customer Development Reps
• Advocated and prescribed a higher level of technical knowledge in sales training enabling reps to understand and convey product value to close deals more effectively
• Created training curriculum to equip Customer Development Reps with a holistic and use case specific product understanding
• Administered training curriculum through live demos, knowledge checks and shadowing customer calls remotely and live in San Francisco
• Configure flows, triggers, and chats in Zendesk as part of the new team’s responsibilities

• Took the product’s long implementation process and created a condensed, simple, and self-serve checklist for users to gain value quickly
• Provided analytical and business consultations to product and developer teams which lead to increased usage and retention
• Created, proposed and implemented a system for the sales team to better serve customers in the post sales process Improved the customer learning experience by converting to customized personal format with that proved.
• Contributed to the direction of the Customer Product Training team through research, goal setting, and ongoing feedback loops with team members

• Chosen to be a key member of a project to create strategy, product and deliver content to a targeted audience for highest customer reach
• Provided tactful, personalized service to customers with clear communication via email and live chat
• Learned a highly technical product and developed a product-centric, customer-first work ethic

San Francisco Bay Area

• Helped define the culture of a fast-growing organization, which was then replicated to new offices as we scaled
• Point person for other departments when organizing and coordinating events within the office
• Communicated all in office news and events through email and creative collateral

San Francisco Bay Area

Plan and execute all internal company eventsManage and maintain company snack programDesign and create all internal event communicationsAssisted with creating a more active company culture through internal site

Berkeley, CA

San Francisco Bay Area

Facilitate the upkeep of conference and amenity rooms for client useResponsible for respondent sign in and sign out Confirm respondent’s participation for studies

Berkeley, CA

Office managementClinical care management Regulate all monetary accounts, bills and account payableManage 70+ cases; Trusts, Probates and Living Estates

San Francisco, CA

Processed resident files and kept them current Designed and published weekly community announcementsPatrolled property for maintenance and damagesAssisted over 200 residents with packages and dry cleaning

San Francisco Bay Area

Oversee all resident move ins/outs Delegated vendor deliveries to residentsResponsible for daily upkeep of community amenities First Responder for any emergencies on property

Bachelor Of Science In Fashion Marketing & Management, Marketing/Marketing Management, General

General Coursework

Activities and Societies: Pilipino-American Collegiate Endeavor (P.A.C.E) 2006