Aimee Sales Email & Phone Number

California, United States

San Francisco Bay Area

Drive brand awareness and engagement in the Americas through strategic marketing and community initiatives.

San Francisco Bay Area

• Oversee customer support productivity in EU, NA, and EMEA markets.• Manage an international support team comprised of 25+ agents.• Maintain a multi-language Knowledge Base serving over 30,000 unique visitors a month.• Designed and implemented features for Zendesk Guide using HTML, CSS, and Javascript to improve the help center's usability and readability.• Achieved and maintained key performance indicators (KPIs), including a 95% CSAT score, 90% QA score, and adhered to SLA policies ranging from quick response time of 1 - 24 hours.• Reduced overall contact ratio from 55% in first year to 15% by providing proactive educational documentation and outbound.• Developed a public and an internal knowledge base, empowering team members to find answers independently and educate our customers.• Collaborated with Subject Matter Experts to ensure accuracy and updated information in knowledge bases.• Reviewed, edited, and finalized external communications, including blogs, press releases, and Medium articles.• Hired and onboarded 15+ agents in North America and South Korea and developed job descriptions for growth within the Customer Support Agent roles.• Introduced new tools or technologies to the team such as Notion, Klaus, Livechat, and Chargebee.• Supported professional growth of team members through role specialization and skill development.

San Francisco Bay Area

• Answered user inquiries and technical issues via the Zendesk Agent platform over ticket emails and phone calls• Serviced users over Livechat, often addressing multiple users at a time• Used computer networking and hardware troubleshooting skills to solve issues or escalate bugs to Gitlab• Assembled a small team to manage logistics for the US market using a combination of PowerBi, Google Sheets, and Shippo• Wrote and published Knowledge Base articles, reviewed every 30 days for accuracy• Held responsibilities for the role of the Support Team Lead

Santa Clara, Ca

• Designed a process planning how Knowledge Base articles are drafted, approved, and published• Designed knowledge maintenance processes for creating, sharing, auditing, and publishing content• Established Subject Matter Experts (SME) within the company keep both standards and communication consistent• Used Zendesk and feedback to identify issues and trends to create content• Investigated, reproduced, and resolved anomalies and published solutions online• Applied Search Engine Optimization (SEO) strategies to help our content stand-out and rank higher

Santa Clara, California

• Responded to 500+ tickets per week, collecting logs and submitting feedback to research and development teams• Remediate malware as needed, escalating severe cases to a higher team• Collaborated with peers on billing and licensing projects, contributing to anti-piracy efforts• Used VMware to reproduce technical issues and test early builds of the product

San Jose, California

• Provided hardware support for the Web Filter using Salesforce as a ticketing system• Maintained units on large enterprise networks and delivered both backend and remote frontend support via Linux-based command line interface

Palo Alto, Ca

• Offered customers advice, triaged issues, and drove sales specifically for the Sony VAIO series• As a team, we observed our achievements daily/weekly/monthly, developed sales objectives per department, and fostered an empowering environment for our customers• Used my technical background to improve sales and foster a mutual relationship with our customers

Certification, Comptia 801/802 A+ And Network+, 3.5 Gpa

Activities and Societies: Student DiplomatMy time at IoT was focused primarily on Linux server support, Windows support, server.

Bachelor Of Arts (Ba), Multimedia Design And Development, 84 Credits

Activities and Societies: Phi Beta LambdaCompleted some general education, Adobe Creative Suite CS5 for graphic design, basic C, HTML.